Implementation Consultant Remote - CAN

eSCRIBE Software Ltd; Holiday (FL); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Implementation Consultant to oversee the onboarding process for small to medium clients. This role involves managing project plans, ensuring effective communication, and driving client satisfaction. You'll collaborate closely with product and engineering teams to enhance the platform, while also providing technical support and guidance. The ideal candidate will have a background in customer implementation within a SaaS environment and possess strong project management and problem-solving skills. Join a dynamic team that values collaboration and innovation, and help shape the future of client experiences.

Benefits

Company provided equipment (laptop, software, etc.)

Comprehensive medical/prescription drug plan options

401K Retirement Savings Plan with company match

Unlimited Paid Time Off (PTO) program

11 paid holidays

Short and long-term disability benefits

Flexible Spending Accounts available

Qualifications

• 3-5 years in customer-facing roles managing implementations.
• Strong problem-solving and analytical skills required.

Responsibilities

• Lead client implementation projects and manage multiple accounts.
• Design implementation plans and ensure smooth transitions.

Skills

Customer Implementation Management

Project Management

Problem Solving

Analytical Skills

Cross-functional Collaboration

Technical Support

Communication Skills

Education

Bachelor's degree in business or related field

Tools

Microsoft Office

Salesforce

ChurnZero

Job description

The Implementation Consultant is responsible for managing the end-to-end partner onboarding process of our small to medium clients. To ensure a smooth transition of all clients, this position owns implementation project plan development, partnership communication, internal strategy and operations for their current implementations, and change management for all stakeholders impacted by the implementation. This position is responsible for driving results with clients, with the goal of increasing their satisfaction and retention. This role will be expected to manage customer expectations while partnering with product and engineering to deliver a constantly improving modern platform.

Key Responsibilities:

• Lead new client implementation projects, providing technical support and guidance on best practices for Government clients.
• Design and execute implementation plans.
• Act as a proactive and organized project manager, guiding new clients through the implementation process and shortening time-to-value.
• Manage and coordinate multiple customer implementations simultaneously as the implementation lead.
• Gather customer requirements through interviews and analysis and translate them to our product’s capabilities.
• Configure product software applications for customers using a training and enablement approach.
• Track project plans and report project progress to appropriate parties.
• Participate in knowledge transfer sessions, product training, and other strategic initiatives as needed.
• Consult with customers on system configuration based on product and industry best practices.
• Facilitate touchpoints and status meetings with customers in a timely and professional manner.
• Troubleshoot functional issues arising from implementations.
• Identify opportunities for knowledge management, documentation, and service automation, and participate in creating those tools.
• Focus on new customer adoption of our product leading to a successful handoff post-implementation to the Customer Success team.

Skills and Experience Needed:

• Bachelor’s degree in business or a related field, preferred.
• 3-5 years of experience in a customer-facing role managing customer implementations in a SaaS company.
• 2-3 years of experience with cross-functional collaboration including Sales, Implementation, Support, Product/Development, and other internal teams.
• Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.
• Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner.
• Ability to manage customer conversations at all levels, including direct or indirect negotiations.
• Ability to work independently and manage multiple customer accounts simultaneously.
• Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems.
• Excellent verbal, written, presentation, and project management skills.

About the company:

More than just agendas or board management, eSCRIBE provides comprehensive meeting management solutions with powerful tools and efficient workflows that support staff, meeting participants, and the public at every step of the meeting lifecycle. Taking meeting automation to a higher level, we enable your organization to save time and money so your resources can be better spent on higher-value tasks and projects.

Founded in 2007, our solutions empower organizations across North America and as far away as Australia. In Canada, we have become a favorite of municipal governments, with over half of the top 25 Canadian municipalities choosing eSCRIBE.

OnBoard is the parent company of eSCRIBE. We’ve grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. With a recent $100 million investment from JMI Equity and our recent purchase of meeting management software company eSCRIBE, we’re poised to grow to even greater heights.

Benefits and Perks:

• Company provided equipment (laptop, software, etc.)
• Employment with a growing, casual, fun, philanthropic minded company
• Employer paid extended health benefits, including health spending account (CAN based employees)
• US Based Employees
  • Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
  • An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
  • Medical Flexible Spending Accounts available.
  • Dependent Care Flexible Spending Accounts available.
  • Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
  • Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
  • 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.
  • Paid Time Off (PTO)/Holiday
    • Unlimited PTO program each year.
    • 11 paid holidays, and half-day Fridays in the summer.

Diversity Statement - Culture of Togetherness:

At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people, and we Pledge 1% to give back to our communities and across the globe.

OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. Passageways does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email [e-mail].

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