Cloud Upgrade Implementation Specialist – Tax

BS&A Software; Bath Charter Township (MI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

Health Savings Plan

Dental Insurance

Vision Insurance

401(k) Employer-paid

Paid Parental Leave

Job summary

BS&A Software, a Michigan-based market-leading software provider, seeks a Cloud Upgrade Implementation Specialist with a Tax focus to drive cloud ERP upgrades for government customers transitioning from on-premises systems.

This role involves heavy travel (up to 75%), on-site training, go-live support, and broad collaboration with project teams to ensure successful upgrades and user adoption.

Qualifications

• Bachelor's degree or equivalent work experience.
• Strong work ethic.
• Prior upgrade/implementation experience.
• Prior Tax experience preferred.
• Ability to manage projects concurrently.
• Thrives in a fast-paced environment.
• Excellent organizational and time-management skills.
• Exceptional communication and customer service skills.
• Willingness to learn new material.
• Work independently and as part of a team.
• Detail-oriented with strong follow-through.
• SaaS/Government Tech experience is desirable.
• Basic SQL knowledge preferred.
• Willingness to travel up to 75%, including overnight trips.

Responsibilities

• Lead or support all aspects of implementation of the BS&A Cloud ERP for customers upgrading from the on-premises BS&A solution.
• Serve as a go-to Upgrade resource for the BS&A Tax modules and perform on-site and remote upgrade work for Tax customers.
• Travel to customer sites (up to 75%) to guide customers through the implementation process, including on-site training, go-live support, and relationship building.
• Direct customer interaction to guide them through the implementation process, including setting expectations, scheduling, training on core processes, and providing support during the implementation period.
• Educate customers on how to use the Cloud-based software for their core day-to-day processes.
• Develop user documentation and guidance materials for customers.
• Conduct software training for end-users both remotely and in person.
• Act as the customer liaison to ensure a smooth handover of the customer account to the Customer Support team.
• Collaborate with Project Managers, Data Conversion Developers, and other Upgrade and Implementation & Training Specialists.
• Keep project plans and status current in Certinia in accordance with departmental guidelines.

Skills

Strong work ethic

Project management

Tax experience

SaaS experience

SQL basics

Communication skills

Time management

Detail-oriented

Independent yet collaborative

Willingness to learn

Travel readiness

Education

Bachelor's degree in Business, Accounting/Finance, Information Systems, or equivalent

Job description

Overview

BS&A Software, a market-leading software organization with proven technology, is seeking a highly motivated and skilled Cloud Upgrade Implementation Specialist with a Tax focus to join our team. You will play a key role in assisting with the implementation of BS&A's cloud-based ERP software for our customers in local governments and utility districts throughout the country who are upgrading from our on-premises solution.

Description

As a Cloud Upgrade Implementation Specialist, you will be responsible for the successful planning, execution, and management of cloud upgrade implementations. This role is customer-facing and combines both technical and functional skills to successfully upgrade customers from our existing on-premises software to our cloud-based software. While you will specialize in the BS&A Tax module suite, you will also contribute to upgrades across other modules, so breadth of learning is expected.

This role requires significant travel (up to 75%) to customer sites. When not traveling, you will perform standard Upgrade Specialist work with a focus on, but not exclusive to, the Tax module suite.

If you are a highly motivated individual with a passion for technology, a commitment to teamwork, and a desire to contribute to the success of our organization, we'd love to hear from you!

Key Responsibilities

• Lead or support all aspects of implementation of the BS&A Cloud ERP for customers upgrading from the on-premises BS&A solution.
• Serve as a go-to Upgrade resource for the BS&A Tax modules and perform on-site and remote upgrade work for Tax customers.
• Perform Upgrade Specialist duties on other module upgrades as needed, including during non-travel time.
• Travel to customer sites (up to 75%) to guide customers through the implementation process, including on-site training, go-live support, and relationship building. Travel schedules will be coordinated in advance.
• Direct customer interaction to guide them through the implementation process, which includes setting the proper expectations, scheduling, training on core processes, and providing support during the implementation period.
• Educate customers on how to use the Cloud-based software for their core day-to-day processes.
• Support customers through all phases of the upgrade as required to ensure that all customer requirements are met, leading to successful acceptance and adoption of BS&A's Cloud ERP software.
• Provide prioritized customer support for recently upgraded customers to which you are assigned for a defined period post-live.
• Diagnose, research and analyze customer concerns and requests, and ensure customer satisfaction.
• Verify data and municipal customizations to ensure critical components are converted successfully.
• Create and maintain documentation related to upgraded processes and client-facing materials.
• Define, analyze, and interpret customer business needs and procedures, aligning them with project objectives.
• Configure and customize the ERP system in line with the customer's operational methods and BS&A's recommended practices.
• Identify and document business and technical prerequisites for specific software design, forms, reports, interfaces, processes, and configuration changes.
• Develop user documentation and guidance materials for customers.
• Conduct software training for end-users both remotely and in person, sometimes training several customers simultaneously.
• Act as the customer liaison to ensure a smooth handover of the customer account to the Customer Support team.
• Collaborate with Project Managers, Data Conversion Developers, and other Upgrade and Implementation & Training Specialists.
• Keep project plans and status current in Certinia in accordance with departmental guidelines.

Reporting Structure

• This role reports into the Upgrade Team, specifically the Upgrade Team Manager.

Benefits

At BS&A, we love our team members and offer a highly competitive compensation and benefit package. Our benefit package includes:

• Competitive pay
• Health Insurance – BCBS of Michigan – Employer-paid premium
• Health Savings Plan – Employer contributes 75%
• Dental Insurance – Employer-paid premium
• Vision Insurance – Employer-paid premium
• Retirement – 401(k) – Employer-paid
• Retirement – 401(k) – Discretionary Employer match of 50% of team member contribution
• Paid Parental Leave
• Disability Insurance – Employer-paid premium
• Life Insurance – Employer-paid premium
• Generous PTO and Holiday Time
• Company-sponsored events

BS&A uses E-Verify as part of the I-9 process to verify the work eligibility of all new hires.

BS&A provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. BS&A complies with applicable state and local laws governing non-discrimination in employment in every location in which BS&A has facilities.

Requirements

Qualifications

• Bachelor's degree in Business, Accounting/Finance, Information Systems, or equivalent work experience
• Strong work ethic
• Prior experience with the upgrade process or equivalent implementation experience
• Prior Tax experience (property tax billing, collection, and settlement) preferred
• Ability to manage projects concurrently
• Ability to thrive in a fast-paced environment
• Excellent organizational and time management skills
• Exceptional communication and customer service skills with the ability to simplify technical aspects for non-technical users
• Willingness to learn new material (technical and non-technical)
• The ability to work independently and as part of a team
• Detail-oriented and ability to follow through
• Prior experience with SaaS platforms, especially Government Technology SaaS solutions, is desirable but not required
• Basic SQL knowledge is preferred but not required
• Ability to travel up to 75%, including overnight and multi-day trips. If located outside the Lansing, MI area, travel to our headquarters in Lansing for initial onboarding and training may be required.