Implementation Specialist
About The Position
Millennium Systems International is an exciting and dynamic software company based in Parsippany, NJ and was founded in 1987 to provide the beauty and wellness industry with forward-thinking, powerful management software and vital tools. We’ve built a company based on revolutionary technology, outstanding support, and more importantly, a strong passion to educate salon and spa owners on how to sustain success. Our software is utilized in thousands of salons and spas in over 36 countries, processes billions of dollars in transactions per year and is used by hundreds of thousands of users. Millennium Systems International is honored to have been named one of New Jersey's Top Workplaces for 2022-2026! This position is responsible for all inbound inquiries through the implementation call center. This will include clients who have Digital Implementation packages but may also include general questions from clients who have a higher-level implementation package needing immediate assistance. This is a remote role.
Requirements
- AA/AS degree or equivalent work experience preferred
- 2+ years SaaS Point of Sale Support or Implementation experience
- 1+ years of salon software experience preferred
- Beauty Industry (spa, clinic, salon) experience a plus, but not mandatory
- Experience with SaaS applications such (Gainsight, Salesforce, Skilljar, etc.)
Responsibilities
- Strives to accelerate time-to-value and software adoption, while reducing client churn
- Acts as primary points of contact (via phone and email) for an assigned portfolio of clients
- Manages new client implementation expectations
- Ensures full technical account set-up by assisting with configuration of the database, merchant account, add-ons/business boosters, and configuring compatible point of sale hardware
- Handles inbound customer questions from different channels (phone, email, SMS, chat) within established SLAs for response times
- Meets regularly with new clients to keep their implementation on track and their questions answered
- Strong customer focus on service, satisfaction, enablement, and success
- Works with the Data Services Team to schedule and execute conversions
- Proactively monitors activity of current customers for signals that require outreach or escalation
- Always promotes and upholds the values, mission, and vision of MSI
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
