Implementation Specialist

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April 7

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SupportNinja

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B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

📋 Description

• 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; for example, 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 improve 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

🎯 Requirements

• 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 • Previous experience in the call center environment (helpful, but not required) • Experience in the SaaS industry (helpful, but not required) • Experience supporting customers via phone calls, chat and email (helpful, but not required) • Familiar with CRM systems and practices (helpful, but not required)

🏖️ Benefits

• Competitive compensation • Beautiful facility & Free Meals for onsite positions • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO on day 1 • Paid time off, birthday leave • Opportunities for skills training and personal and professional development