Implementation Specialist

From enabling companies to flourish, to helping careers bloom. SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to outsource by developing the best people, implementing cutting-edge technology, and challenging the status quo. We change the game by prioritizing fun in our workplace. By joining our team, you’ll have the opportunity to provide world-class service to our customers through various channels while also working in our fun-forward culture. What does a day in the life of an Implementation Specialist look like? Manage multiple implementation projects simultaneously, ensuring they are delivered on time and within scope. Conduct discovery/requirements gathering sessions, providing and maintaining the resulting design documentation throughout the implementation. Conduct gap analysis of existing client systems and programs; identifying any key challenges and defining solutions so our clients have a smooth transition to products and services. Provide solution analysis and configuration plans, aligning client specific requirements with project scope, providing exceptional client and value-added service. Configure the application in accordance with business requirements and processes defined. Lead executive stakeholder meetings, both internally and client-side. Consult with clients on how to best manage change within their organization. Provide feedback to the Product, Development, CS and Sales team on Industry trends. Work with the Project Manager to update clients on project plans, milestones, and tasks. Collaborate with Project Manager to create detailed project transition documentation to support end users and the Relationship Management teams once implementations are complete. Conduct client administrator and end user training sessions via online webinars, over the phone. Participate in the creation, implementation, and maintenance of client-facing presentations and documents. Identify growth and upsell opportunities for the Relationship Management and Sales team. Contribute to the success of the Client Projects Team, leading continuous improvement initiatives and providing support to team members. Assist with assessment of cost estimates needed for proposals, statements of work and/or change orders. Ensure client satisfaction at go-live and after onboarding is complete. Adhere to company policies and procedures. Meet or exceed performance targets for related KPIs. Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules. Collaborate with other departments as needed to resolve customer issues. Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times. Perform other duties as assigned. What are the required qualifications for an Implementation Specialist? Previous implementation experience or equivalent. Excellent communication skills, both verbal and written. Experience creating workflow diagrams. Strong organizational and time management skills. Client-facing experience. Proven record of building successful implementation documentation and/or project plans autonomously. Proficient in using computers and various software applications such as collaboration tools. Having these qualifications are helpful, but not required: Previous experience in the call center environment. Experience in the SaaS industry. Experience supporting customers via phone calls, chat and email. Familiar with CRM systems and practices. Ninja Perks and Benefits Competitive compensation. Adherence to government-mandated benefits. Opportunities for skills training and personal and professional development. Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready? The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law. #J-18808-Ljbffr