Technical Product & Implementation Specialist

BCES Global•Ottawa, ON

2d•CA$75,000 - CA$90,000•Hybrid

About The Position

We are seeking a Technical Product & Implementation Specialist to be the primary customer-facing expert responsible for leading product operations related to our SaaS platform. This role manages client onboarding, training, configuration, demonstrations, and front-line support. The Specialist plays a key role in customer success, ensuring users adopt and effectively utilize the platform.

Requirements

Bachelor's degree in information technology, Electrical Engineering, Computer Science, or related field.
3-5+ years of experience in software implementation or a related technical client-facing role.
Demonstrated project management experience running concurrent customer-facing projects with budgets and milestones.
PMP Certification.
Experience with running group training sessions or adult learning.
Inquisitive and self-motivated with exceptional problem-solving skills.
Strong communication and presentation skills with the ability to develop strong client relationships.
Ability to travel throughout North America without restrictions.

Nice To Haves

Fluent in both official languages considered is considered an asset.
Existing knowledge of electrical engineering considered a strong asset.

Responsibilities

Lead full-cycle platform implementations for new clients.
Configure client instances including procedures, asset classes, forms, and equipment setups.
Maintain platform configuration standards and ensure consistency across accounts.
Serve as the primary point of contact for our platform users.
Provide front-line customer support and troubleshoot user issues.
Escalate platform bugs or technical issues to the development team when needed.
Conduct software demonstrations for prospective clients.
Support sales discussions by showcasing key platform workflows and capabilities.
Deliver user training sessions (remote or on-site).
Develop onboarding materials and user guides.
Support clients in adopting and optimizing the use of the platform.
Collect customer feedback and translate insights into feature requests.
Collaborate with internal stakeholders and developers to enhance product functionality.