Implemention Specialist (United States)

Workyard•San Francisco, CA

4d•Remote

About The Position

Workyard is a growing startup developing an industry changing workforce management SaaS solution for the construction industry. In a market where $300 billion is spent annually on labor, we are fundamentally transforming the experience for both companies and workers by adding trust, transparency, and modern technologies to the work management process. We are seeking a bilingual (Spanish/English) Software Implementation Specialist to join our Customer Success team and be a critical interface to our clients. As an expert in product and the customer journey, you will onboard new clients onto the Workyard platform and serve as a primary point for customer on-boarding and ongoing support. You will strive for excellent customer support outcomes, and ensure key performance metrics are monitored and achieved to the highest level of customer satisfaction. This position is 100% remote, and business hours will be CST.

Requirements

2 to 4 years experience in Customer Support and/or Customer Success or Implementation for a SaaS solution
Understanding of business process and data mapping
Strong analytical and problem-solving abilities, with proficiency in troubleshooting and identifying multiple options for resolution
Fluency in Spanish
Excellent communication and problem-solving skills
Multi-tasking abilities
Adaptability to a fast paced, and constantly changing environment
Aptitude and appetite to learn new technologies
Patience when handling tough cases or clients

Nice To Haves

Bonus points for domain knowledge in payroll applications or the construction industry

Responsibilities

Learn and deeply understand the Workyard product, features and roadmap
Onboard new clients onto the Workyard platform
Primary contact for all customer support inquiries that are escalated and not answered by automated support tools
Manage and improve content in the automated support tools to improve customer self service capability utilization
Ensure timely and accurate resolution of customer inquiries and issues
Manage and track issue escalations to engineering or within customer success
Improve performance by raising efficiency and exploring new technology and process improvements
Provide valuable feedback to the product team based on customer experience and issues
Assist with special projects as needed

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