Implementation Specialist

About the role

Key Responsibilities
Client Onboarding: Welcome new clients to the platform and guide them through the initial setup and implementation processes.
Education and Training: Provide orientation and training on how to implement and administer the Automation platform.
Needs Assessment: Assess client needs and expectations to ensure tailored support that aligns with our tools and services.
Process Alignment: Ensure that clients' initial interactions with our platform are in sync with our operational guidelines and best practices.
Feedback Collection: Gather and relay client feedback to the product development and technical teams to help refine and improve our offerings.
Problem Resolution: Act swiftly to resolve any issues or queries that arise during the initial implementation phase, ensuring a smooth client experience.
Documentation: Maintain comprehensive records of client interactions, progress, and feedback to inform continuous service improvement.
Collaboration: Work closely with other team members within Support, Customer Success, and other departments to ensure cohesive service delivery.
Advocacy: Serve as a client advocate within the company, ensuring that their needs and challenges are understood and addressed.

Qualifications / Requirements
Professional Experience: At least two years of experience in client-facing roles within a tech or service-driven environment, such as an MSP.
Technical Skills: Proficiency with modern technology platforms and a strong grasp of automation tools, PSA, RMM, or other MSP-related tools.
Personal Attributes: Exceptional communication skills, a proactive attitude, and a strong willingness to learn and adapt.
Desirable Qualities: Experience in a similar role within a tech environment.