Implementation Specialist

Tebra

5d•Remote

About The Position

An Implementation Specialist welcomes, coordinates and sets expectations for our customers during their first experiences with Tebra. This role involves owning the end-to-end onboarding experience for new customers, leading a series of milestone onboarding calls over a 60-day period. The specialist will embrace a sense of ownership over the customer’s onboarding experience and success in their first year with Tebra, delivering world-class customer service and creating engaging and energetic momentum with customers. Timely communication to assigned customers and internal teams via email, phone, and scheduling calls is crucial. The role requires setting proper partnership expectations regarding timeline, points of contact, and how to receive help. Gathering requirements, contact information & preferences, value drivers and other preferences relevant to product mix purchased is also a key responsibility. Identifying potential areas of risk if expectations are not aligned and escalating accordingly is important. The specialist will guide customers through relevant self-paced eLearnings and provide hands-on training as needed. Ensuring customers are fully set up and adoption of applicable product features is completed before onboarding graduation is a primary goal. Effective internal collaboration to leverage resources for customer success, demonstrating exceptional problem-solving skills, and the ability to navigate customer concerns are essential. The role also requires being a product expert and clearly communicating the value of the Tebra product to address all customer needs. Adaptability to evolving internal processes and contributing to continuous improvement efforts, including providing feedback and supporting onboarding workflow optimization, is expected. Accurate and thorough documentation of all customer interactions, key milestones, requirements, and decisions throughout the onboarding lifecycle is also a requirement.

Requirements

1-2 years of customer facing experience leading or supporting implementations of software solutions.
Strong analytical skills, project management or project coordination background.
Excellent communication skills.
Good negotiation, conflict resolution and influencing skills.
Strong multi-tasking, results oriented skills.
Ability to work in a fast-paced environment.

Nice To Haves

Experience specifically in SaaS environments in a project coordinator or customer success role is a plus.

Responsibilities

Own end-to-end onboarding experience for new customers; involves leading a series of milestone onboarding calls over a 60-day period.
Embrace a sense of ownership over the customer’s onboarding experience and success in their first year with Tebra.
Deliver world-class customer service; create engaging and energetic momentum with customers.
Provide timely communication to assigned customers and internal teams; includes email, phone, and scheduling calls.
Set proper partnership expectations regarding timeline, points of contact, how to receive help, etc.
Gather requirements, contact information & preferences, value drivers and other preferences relevant to product mix purchased.
Identify potential areas of risk if expectations are not aligned, escalate accordingly.
Guide customers through relevant self-paced eLearnings; provide hands-on training as needed by the customer.
Ensure customers are fully set up and adoption of applicable product features is completed before onboarding graduation.
Effectively collaborate internally to leverage resources to ensure each customer’s success.
Demonstrate exceptional problem solving and ability to navigate customer concerns.
Be a product expert and clearly communicate the value of the Tebra product to address all customer needs.
Adapt to evolving internal processes and contribute to continuous improvement efforts, including providing feedback and supporting onboarding workflow optimization.
Ensure accurate and thorough documentation of all customer interactions, key milestones, requirements, and decisions throughout the onboarding lifecycle.