Implementation Specialist - w SAAS exp (Night Shift, Onsite Makati)

KMC Solutions; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

KMC Solutions is seeking an Implementation Specialist to train and onboard new customers of our SaaS platform. You will guide clients through the initial setup, design configurations, and provide proactive support by phone and email to ensure a smooth start.

You will collaborate with Sales, Service, Engineering, Client Success, and Marketing to ensure seamless handoffs, tailor training, and document best practices.

Qualifications

• 3+ years in a customer-facing role for a technology company (preferably SaaS).
• Exceptional written and verbal communication skills.
• Strong interpersonal skills & cross-functional collaboration.
• Proficient with Excel; Salesforce experience a plus.
• Desire to focus on customer satisfaction and be an internal advocate.
• Ability to self-direct as priorities shift.
• Ability to multi-task in a fast-paced environment.
• Strong presentation and consultative skills.
• Knowledge of Google, Facebook or Yelp listings is a plus.

Responsibilities

• Collaborate with Sales and Service teams to ensure smooth handoffs before and after onboarding.
• Identify and advise on aligning business objectives within the platform.
• Train customers and provide implementation documentation.
• Manage configurations and setups within the software and networks as needed.
• Schedule additional training sessions after each completed training.
• Provide phone and email technical support to resolve onboarding issues.
• Work with Engineering, Sales, and Marketing to resolve issues.
• Escalate issues to appropriate teams and drive resolution during onboarding.
• Maintain onboarding experience and client satisfaction as priority.
• Adhere to onboarding policies and procedures.

Skills

Customer-facing

Communication

Cross-functional collaboration

Excel

Salesforce

CRM experience

Self-direction

Multi-tasking

Presentation skills

Onboarding

Tools

Excel

Salesforce

Job description

The Implementation Specialist (IS) provides software training and onboarding support to new customers. The IS coaches clients throughout the initial implementation of their account and answers any questions they have. They also recommend and/or help implement other value-added services available through company's platform (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.

The main responsibilities of a IMPLEMENTATION SPECIALIST include:

• 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 company's software. You’ll be your client’s hero, ensuring their success from day 1
• Become an expert on the 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 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 escalte 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 through to resolution
• Exhibit ownership of on-boarding experience and client satisfaction
• Exhibit adherence to company's onboarding TTV policy and procedures
• Create initiatives that help to drive successful product /service onboarding
• Be a 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

Applicants must meet the following requirements:

• 3+ years of experience in a customer-facing role for a technology company (preferably SaaS).
• 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 consultative skills
• Google, Facebook or Yelp listings knowledge is a Plus