Implementation Specialist

Emapta Global; Bogotá ciudad; Híbrido; COP 60.000.000 - 110.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

20 vacation days in total

Hybrid work setup

Laptop and peripherals provided

Direct exposure to clients

Upskilling through Emapta Academy

Descripción de la vacante

Emapta Philippines is seeking an Implementation & Customer Experience Specialist to help global B2B SaaS clients adopt smarter systems. The role focuses on technical support, onboarding, and enablement within a hybrid setup based in Colombia, overlapping US Eastern hours.

You will work on tier-1/2 support, training content, and release communications while collaborating with client teams and internal engineers to ensure successful deployments and data integrity.

Formación

• 3+ years in B2B SaaS support, implementation, or customer success with data-heavy platforms.
• Experience with ERP, supply chain, inventory, accounting, or MES software.
• Excellent spoken and written English with professional tone and empathy.
• Advanced proficiency in Excel/Google Sheets with lookups, pivots, data normalization, and large CSV handling.
• Ability to work a 6-hour daily window overlapping US Eastern business hours (9:00 AM-5:00 PM EST/EDT).
• Basic SQL literacy or aptitude to learn PostgreSQL for support triage.
• Exposure to supply chain or ERP systems is preferred.
• Experience creating software documentation or video walkthroughs.

Responsabilidades

• Serve as the first point of contact for customer tickets and technical questions.
• Reproduce bugs and investigate data configuration issues.
• Resolve user errors directly whenever possible.
• Draft clear escalation briefs with steps and tenant IDs for engineering.
• Provision new tenant environments for onboarding and demonstrations.
• Configure role permissions according to customer requirements.
• Seed realistic personas and operational mock data during demos.
• Maintain active demo environments ahead of onboarding sessions.
• Conduct live video walkthroughs with client operations personnel.
• Produce guided video tutorials using Loom.
• Maintain and update module user guides and software documentation.
• Prepare accurate data exports and item master records for ingestion.
• Apply advanced spreadsheet techniques to improve data quality.

Conocimientos

B2B SaaS support

ERP / SCM / MES software

English communication

Advanced Excel/Sheets

SQL literacy

Supply chain / ERP exposure

Software documentation

Data handling / large CSVs

Herramientas

PostgreSQL

Loom

Descripción del empleo

Bridge Enterprise Technology and Real-World Operations

Enterprise technology is only as powerful as the operations it transforms. Bridge that gap as an Implementation & Customer Experience Specialist, turning complex B2B SaaS, customer data, and workflows into practical solutions. Help global businesses adopt smarter systems while expanding your IT expertise and advancing an international career without leaving Colombia.

• Employment Type: Indefinite Term Contract
• Work Setup: Hybrid, Connecta 26, Colombia
• 5 days work week
• 20 vacation days in total
• Fully-customized Emapta laptop and peripherals
• Direct exposure to our clients
• Diverse and supportive work environment
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://emapta.com/training-calendar/)

The Qualifications We Seek

• More than 3 years of experience in B2B SaaS support, implementation, or customer success, with a proven background supporting complex, data-heavy enterprise or operations platforms
• Experience with ERP, supply chain, inventory, accounting, or MES software, preferred over consumer applications
• Excellent spoken and written English communication skills, with strong empathy, professional polish, and tone control when communicating asynchronously or through live video calls with busy operations managers
• Advanced proficiency in Microsoft Excel or Google Sheets, including advanced lookups, pivot tables, data normalization, text parsing, and error handling for large CSV exports
• Ability to work a dedicated 6-hour daily window overlapping standard US Eastern business hours (9:00 AM-5:00 PM EST/EDT)
• Basic SQL literacy or strong aptitude to learn SQL within the first month to query PostgreSQL for support triage, strongly preferred
• Prior exposure to supply chain or ERP systems, strongly preferred
• Experience creating software documentation or video walkthroughs, strongly preferred

Your Daily Tasks

Tier-1/2 Technical Support & Triage

• Serve as the first point of contact for customer tickets and technical questions
• Reproduce reported bugs and investigate data configuration issues
• Resolve user errors directly whenever possible
• Draft clear escalation briefs with replication steps and tenant IDs when core engineering intervention is required
• Provision new tenant environments for customer onboarding and demonstrations
• Configure role permissions according to customer requirements
• Seed realistic personas and operational mock data
• Maintain active demo environments ahead of customer onboarding sessions

Training & Customer Enablement

• Conduct live video walkthroughs with client operations personnel
• Produce guided video tutorials using Loom
• Maintain the library of module user guides and software documentation
• Update documentation with accurate and current screenshots
• Clean, map, deduplicate, and format customer legacy data exports before ingestion
• Prepare item master records, bills of materials, vendor lists, customer sheets, beginning inventory counts, and other operational datasets
• Apply advanced spreadsheet techniques to improve data quality and ingestion readiness

Customer Release Notes & Communication

• Author clear, user-friendly release notes and feature summaries
• Translate technical product changes into practical information for non-technical operations managers, inventory clerks, and plant directors
• Communicate product updates in clear, actionable language for customers

About the Client

Our client is an enterprise technology company developing an AI-native platform that connects critical business operations through one shared data model. They deliver 13 integrated modules spanning CRM, finance, manufacturing, quality, supply chain, sourcing, contracts, projects, treasury, and product lifecycle management. Their technology combines intelligent agents, built-in AI, cross-functional automation, and connected workflows to replace fragmented systems. They help growing organizations centralize operational data, simplify complex processes, strengthen visibility, improve collaboration, and scale their business through intelligent enterprise technology.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.