XTN-FBBA583 | IMPLEMENTATION SPECIALIST

The Implementation Specialist (IS) provides software training and onboarding support to new SOCi customers. The IS coaches clients throughout the initial implementation of their SOCi account and answers any questions they have. They also recommend and/or help implement other value-added services available through SOCi (social media & reputation management network support, Facebook Business manager assistance, unique use-case-based setup, and guidance). 

The IS participates in all phases of onboarding activities for our SaaS customers. She or he will be responsible for ensuring our customers get the very best out of our platform by leading project engagements throughout the first 30 days of a new client’s lifecycle; including requirements gathering, solution design, account customization, training, and both phone and email support. 

As our IS you will work with leading executives as well as social media coordinators and must possess the skills to hold both strategic, high-level conversations with the ability to explain complex concepts in comprehensive ways, while also providing daily technical-focused support to savvy users of our platform. 

Our specialists achieve this by understanding customer business goals and objectives, developing strong rapport, and executing against a defined onboarding schedule. You will manage a portfolio of onboarding projects with a diverse set of customers, and as the first touch point in a customer’s experience after licensing SOCi, you will be a critical player in driving long-term customer success and demonstrating the value of the SOCi platform.

Responsibilities:

• Collaborate with Sales and Service teams to ensure smooth handoffs before and after onboarding

• Work with clients to identify, correct, and advise on how to align business objectives within the SOCi software. You’ll be your client’s hero, ensuring their success from day 1
• Become an expert on the SOCi platform and train customers with varying levels of sophistication. Provide implementation training & documentation in line with purchased products / services. Help them get oriented to our software and excited about the journey ahead
• Manages configurations and setups within the SOCi software, and any other relevant networks (if appropriate)
• Schedule additional training sessions for clients after each completed training session as needed. Assess what they need to be completely comfortable using the software
• Provide excellent phone and email technical support on platform in order to assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
• Work with Engineering, Sales, Client Success, Creative Services, and Marketing, as needed, to resolve issues
• Responsible for managing workload and communicating any backups as needed
• Provide constant feedback to the Manager of Client Success on platform adoption, usage rates, issues surfaced, churn indicators and red flags, onboarding status, feature requests, and all other customer needs
• Escalate issues to the appropriate team that may arise during the onboarding process and see them to through to resolution
• Exhibit ownership of on-boarding experience and client satisfaction
• Exhibit adherence to SOCi onboarding TTV policy and procedures 
• Create initiatives that help to drive successful product /service onboarding
• Be a SOCi onboarding  expert and discuss or educate on any nuance of the product internally and externally
• Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed during onboarding phase
• Develop credibility and earn customer trust by demonstrating expertise, professionalism and an ability to listen, digest and offer solutions

Required Skills: 

• Exceptional communication skills both written & verbal
• Strong interpersonal skills & proven success in cross-functional collaboration
• Proficient with Excel, comfortable with Salesforce and any experience with CRM or SaaS support software is a plus
• Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate
• Modify customer engagement skills accordingly to overcome objections and retain customers; identify solutions to issues and concerns
• The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement
• Ability to problem-solve and generate creative solutions to onboarding challenges, while working effectively with providers, staff, and business partners
• Ability to multi-task and manage competing priorities and a diverse workload, while achieving results in a fast-paced, deadline-driven environment
• Strong presentation and negotiating skills
• Google, Facebook or Yelp listings knowledge is a Plus

Qualifications: 

• 3+ years of experience in a customer-facing role for a technology company (preferably SaaS). 
• Highly organized and high attention to detail.
• Proven ability to manage multiple onboarding  projects  with keen prioritization and multitasking abilities.
• Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy, in the same conversation. 
• Strong technical aptitude and a drive to learn.
• Respect processes but be adaptable through change.
• Strong organizational and analytical skills with a keen attention to detail.
• Customer-first mentality; ability to empathize and build customer relationships.
• Ability to think creatively and be persistent.
• Coachable, open to feedback and dedicated to constant self-improvement.
• Experience with embracing change in a high-growth environment
• Proven record for project management of customer integrations to successful outcomes and accelerated Time to Value
• Proven ability to successfully manage conflict, proven team leadership and meeting facilitation skills