Implementation Specialist

Tribute Technology; Ontario; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider is seeking an Implementation Specialist to enhance customer experience and retention. The role involves managing client onboarding, providing training, and ensuring customer satisfaction through effective communication and problem-solving. Ideal candidates will have strong project management skills and experience in a SaaS environment.

Benefits

Collaborative work environment

Fully Remote in North America

Qualifications

• 3+ years experience in client engagement and delivering exceptional customer service.
• Experience with SaaS platforms and managing projects with multiple stakeholders.

Responsibilities

• Manage all aspects of new customer onboarding from kick-off to launch.
• Provide training on the usage of AdPerfect products and services.
• Develop and recommend solutions to customer issues.

Skills

Communication

Problem Solving

Project Management

Customer Service

Education

High school education or equivalent

Degree in Computer Science, Business, Marketing

Tools

Salesforce

Jira

CSS

JavaScript

HTML

XML

Job description

ABOUT ADPERFECT AND TRIBUTE TECHNOLOGY :

AdPerfect is an established best-in-class technology company and solutions provider and part of Tribute Technology. Our customers include some of the largest and most prominent media brands in the world, spanning four continents and reaching millions of users every day. Our mission is to make meaningful connections between our customers and their users through innovation and a commitment to excellent user experience. We are looking for a self-motivated problem solver with strong experience in technical support and customer service to work with customers and internal teams to investigate and resolve issues, produce and track technical change requests, and produce support documentation. Clear written and verbal communication is critical, as well as the ability to bridge technical subjects with a non-technical audience.

POSITION SUMMARY :

Our Customer Success team is on a mission to help customers grow by delivering best-in-class services and support with the overarching goal of helping customers achieve their business goals. A successful candidate will orchestrate the customer journey through proactive engagement strategies, guide AdPerfect clients to their desired outcomes, and drive value. By monitoring the health of the customer relationship, the Implementation Specialist will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.

The Implementation Specialist will play a critical role in developing and enhancing the customer experience and increasing retention by managing the onboarding experience, customer feedback, and communications throughout the project. He or she will be involved in the post-sale configuration and implementation of the AdPerfect software and services for new / existing customers, customer training, and play a major role in overall customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Strong oral and written communication skills in English
• Own the post-sale commercial relationship with customers; relentlessly looking for new ways to deliver value to our customers, using data to optimize services and providing world-class support
• Manage all aspects of new customer onboarding from kick-off to launch
• Be the voice of the customer within the team to ensure current and future client requirements are met
• Perform customer health checks : monitor, manage and influence agreed success statistics for each client
• Develop and recommend solutions to customer issues and challenges with an ability to troubleshoot issues quickly and effectively
• Have a deep understanding of AdPerfect’s products and services, and guide customers to appropriate, existing solutions whenever possible
• Provide training on the usage of AdPerfect products and services to our customers
• Identify and nurture opportunities to expand the commercial activities within an account
• Communicate effectively with colleagues regarding customer needs and with your manager to understand customer needs, maximize retention and growth, and communicate findings
• Facilitate interaction and workflow between project team members to ensure deliverables are on time
• Collaborate, problem-solve, and strategize upcoming customer meetings with team members
• Prepare necessary documentation and / or visuals for the customer to demonstrate the performance of their sites
• Anticipate customer requirements and possible challenges to ensure our customer’s success
• Manage priorities with customers and internal teams
• Provide suggestions and consult with internal teams to improve products and processes
• Take ownership of accounts and maintain the goal of customer success and satisfaction
• Be willing to continuously learn
• Follow basic project management processes

WHAT YOU NEED :

• High school education or equivalent is required; post-secondary education is preferred
• 3+ years of experience in driving successful solution-oriented client engagement, handling difficult internal and external business challenges, and delivering exceptional customer service resulting in high client retention
• Degree in Computer Science, Business, Marketing, or similar
• Experience with a software-as-a-service (SaaS) platform
• Experience in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints
• Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
• The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results
• The ability to manage multiple on-the-go projects as well as manage other customers within your portfolio
• Relevant business experience in demonstrating a commercial mindset and an understanding of selling moments
• Relevant industry experience in working in a B2B setting and a familiarity with the typical challenges faced by clients
• Successful navigation of business processes, specifically sales and procurement
• A high degree of organization and proficiency in leveraging internal systems
• Confidence in communicating with customers through a variety of mediums (e.g. phone, email, web conferencing, etc.)
• Excellent verbal and written communication skills
• Ability to self-prioritize and escalate proactively
• Strong social and storytelling abilities
• A proficiency in technology, experience with Salesforce, Jira, CSS, JS, HTML, and XML a plus

SOUND LIKE YOU? :

• Are commercially minded, able to understand a client’s needs and able to shape and present smart solutions
• Have excellent analytical, communication and presentation skills
• Can establish strong relationships, and communicate effectively at all levels of an organization
• Are an independent and proactive self-starter; able to move fast and prioritize effectively
• Are driven, results-oriented, committed to excellent work product
• Thrive in a fast-paced, team-oriented environment with ambitious goals

BENEFITS :

• An outstanding collaborative work environment
• Fully Remote in North America
• We are not sponsoring visas for this role at this time.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.