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Engineer Up · 3 months ago

Senior Implementation Specialist

United States

Full-time, Contract

Onsite

Mid, Senior Level

2+ years exp

Engineer Up provides ServiceNow consulting and fullstack software engineering for companies that demand results. They are seeking a Senior Implementation Specialist to provide technical support and training to onboard new customers, ensuring they have a valuable experience with the software platform.

Information Technology & Services

No H1B

Responsibilities

Provide insightful advice and friendly, hands-on technical support and training to onboard new customers

Own the onboarding and training process and deliver superior product and technical knowledge

Quickly understand the customer's business and how the software product and services can support them

Diagnose process and flow watch-outs on the spot, explaining rationale for change and/or work-arounds with patience and compassion

Work closely with the client's Account Manager and PXM to ensure awareness of the account support & change plan and alignment with the field sales teams strategic goals for each account

Qualification

SaaS experienceCustomer onboardingTechnical supportProblem solvingCommunication

Required

2+ years experience as onboarding specialist at SaaS technology company

Strong level of comfort with technology

Strong communication skills and demonstrated ability to communicate across multiple levels and audiences

Demonstrated ability with problem solving

Must take pride in getting our customers off to a great start with client's platform

Ability to quickly understand the Customers business and how the software product and services can support them

Ability to quickly diagnose process and flow watch-outs on the spot, explaining rationale for change and/or work-arounds with patience and compassion

Aptitude for acquiring skills in patient process and flow, back office billing and reconciliation and an eagerness to learn and become an expert in everything specific to our client's software

Work closely with the client's Account Manager and PXM, who maintain overall accountability for the customer relationship

Ensure awareness of the account support & change plan and alignment with the field sales teams strategic goals for each account

Work by client's core values, while following an agile methodology

Must have a passion for engaging and working with customers

Must be highly comfortable and confident with technology, with a deep desire to build and support relationships and expand the product use within a customer environment

Must be an excellent communicator - you have a way with words & can connect easily with others

Possess a strong ability to explain highly technical issues to non-technical audiences

Ability to maintain composure and customer focus while troubleshooting and solving technical issues

Have an insatiable thirst for knowledge and are comfortable working in ambiguity

Be proactive; a tenacious self-starter to the core

Must thrive in a fast paced and demanding environment

Recognize the need for constant improvement - always looking to do things better (both personally, as part of a team and for the company) and can showcase how you have made enhancements in previous situations

Ability to adhere to a schedule of customer appointments

Flexibility with your schedule. Work hours will be based on business needs