Implementation Specialist I (HOURS: 3pm- 11pm SAST)

GoCanvas; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading software provider is seeking an Implementation Specialist I to support and onboard new clients. The role involves responding to customer inquiries, conducting training, and ensuring a smooth adoption of the platform. Ideal candidates should have customer support experience and communication skills. This is a remote position accessible to applicants based in South Africa, offering a competitive benefits package.

Benefits

Competitive Compensation

Medical plan

Remote working flexibility

Family Responsibility Leave

Vacation Leave

Company-Paid Holidays

Qualifications

• Proven customer support experience or relevant experience.
• Ability to communicate, teach, and present concepts excellently.
• Expert-level knowledge of SiteDocs product support.

Responsibilities

• Respond to customer inquiries via calls and support tickets.
• Facilitate customer education on using SiteDocs.
• Identify and execute upsells and professional services.

Skills

Customer support experience

Communication skills

Problem-solving aptitude

Proficiency in software programs

Tools

iPads

Tablets

Smartphones

Job description

The Role, Implementation Specialist I

- this position is for applicants based in South Africa
- the required working hours are 3PM-11PM SAST

GoCanvas and SiteDocs work together as part of the Nemetschek Group to streamline construction and field operations. GoCanvas specializes in digital fieldworker collaboration and compliance, while SiteDocs, a GoCanvas solution, focuses on workplace safety management through mobile and web apps. Together, these platforms create a unified ecosystem that improves efficiency, safety, and collaboration across construction projects.

Overview

As an Implementation Specialist 1 at SiteDocs, you will play a critical role in setting up new clients for long‑term success. This entry‑level position focuses on the reactive support and onboarding of lower‑cost, small‑market customers to ensure smooth adoption of our platform.

Your primary responsibilities will include responding to customer inquiries via calls and support tickets, assisting with platform setup, and facilitating essential training to promote user engagement. Most proactive interaction is limited to hosting the initial Kick Off Call, with subsequent training and ongoing support provided through tech touchpoints, webinars, and self‑service resources such as help center articles.

Your Most Important Initiatives

• Ensures customers have a good experience and maximizes product engagement with their unique set of challenges and processes in order to increase the potential of renewal by following the provided processes and procedures, combined with active listening to customers’ unique needs and responding accordingly.
• Responds to and manages emails and phone calls from Small Market Customers.
• Facilitates Customer education on how to use SiteDocs and how to achieve long‑term, ongoing success.
• Effectively manages their Calendar so they can both proactively and reactively serve our customers.
• Provides timely and successful delivery of solutions according to customer needs.
• Tracks activities and conversations with precision and efficiency in CRM.
• Identifies, recommends, and executes upsells, professional services, and tier increases when applicable.
• Collects product feedback from customers and documents in Trello.
• Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation.
• Executes on special projects given by the Customer Implementation Manager or VP of Customer Success.
• Promotes a collaborative environment focused on team building and ongoing improvement, including participation in team training efforts.
• Attends regular meetings and other meetings as requested.

What You Bring

• Proven customer support experience (or other relevant experience).
• Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence.
• Experience using iPads, tablets, smartphones, and device applications is a plus.
• An aptitude for problem‑solving.
• Proficiency in using (or the ability to quickly learn) software programs.
• Expert‑level knowledge and understanding of SiteDocs product support.

What GoCanvas Brings

We believe culture eats strategy for breakfast and that hiring the right people is THE most important thing we do. That’s why we take our company values so seriously and look for these traits in everyone we hire: Empathy, Innovation, Authenticity, Impactful, Team Player, and Cheeky/Fun Loving. We believe in giving people the freedom to get things done, but that they should also have accountability for their key metrics, think and act like owners of our business and be able to work in a flat organizational structure. We provide an environment that allows for innovation and creativity as well as a chance for highly motivated individuals to have fun at work. While we believe culture trumps perks, we are proud to provide a comprehensive benefits package designed to meet our team members’ needs.

South Africa Benefits

• Competitive Compensation
• Medical plan
• EAP Program
• Remote working flexibility
• 3 days Family Responsibility Leave
• 12 Days Sick Leave
• 15 Days’ Vacation Leave
• 13 Company‑Paid Holidays

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be!

If you need special assistance or accommodation while seeking employment with us, please email [e-mail]. We are interested in every qualified candidate who is eligible to work in South Africa. However, we are not able to sponsor visas in the US or South Africa.

This role is a #LI-Remote opportunity.