Senior Implementation Specialist

Hivebrite; New York (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

A dynamic SaaS company is seeking an Onboarding Specialist to support customers in utilizing their platform effectively. Responsibilities include delivering implementation services, training customers, and collaborating with the sales team. Ideal candidates will have over 5 years of experience in a SaaS environment, excellent communication skills, and a strong ability to manage customer engagements to completion.

Qualifications

• 5+ years relevant work experience as an Implementation Specialist or CSM in a SaaS company.
• Ability to adapt quickly in a fast-paced environment.
• Strong ability to align technical concepts & features to business needs.

Responsibilities

• Deliver implementation services for the Hivebrite platform.
• Conduct discovery sessions to understand customer challenges.
• Partner with sales team to transition and onboard new customers.
• Forecast and track key account metrics.

Skills

Implementation Specialist experience

Customer support in SaaS

Communication skills

Critical thinking

Ability to multitask

Job description

Overview

In this full-time role you will work with Hivebrite customers to ensure that they are successful with and delighted by the Hivebrite platform. It will be your responsibility to ensure that the customer is getting value from the Hivebrite platform while building high customer satisfaction.

You will play a critical role in educating customers on Hivebrite’s capabilities and enabling them to adapt the platform to their needs. To accomplish this, you must have a combination of technical and solutions consulting skills. You should be able to discover business requirements, analyze process flows, prepare specification documents, configure and demonstrate solutions, and support the Sales and Customer Success teams.

Job Purpose

In this full-time role you will work with Hivebrite customers to ensure that they are successful with and delighted by the Hivebrite platform. It will be your responsibility to ensure that the customer is getting value from the Hivebrite platform while building high customer satisfaction.

You will play a critical role in educating customers on Hivebrite’s capabilities and enabling them to adapt the platform to their needs. To accomplish this, you must have a combination of technical and solutions consulting skills. You should be able to discover business requirements, analyze process flows, prepare specification documents, configure and demonstrate solutions, and support the Sales and Customer Success teams.

Job Responsibilities

• As an Onboarding Specialist, and part of the Professional Services Team, you will deliver different kinds of implementation services for the Hivebrite platform, such as onboarding new customers to Hivebrite, managing projects for data integration, and design services.
• Conduct discovery sessions & workshops, understand customer’s business challenges and propose recommendations based on product capabilities
• Examine customer requirements to recommend solutions to drive business outcomes and shape project delivery
• Advise customers on integrations to external systems, able to get into the detail of topics such as SSO, APIs etc.
• Manage projects from different complexity, with duration up to 120 days
• Configure Hivebrite platform to match customer’s requirements (build-out of the platform)
• Train our customers on Hivebrite platform functionalities
• Accompany our customers until they successfully launch
• Partner with our Sales team to transition and successfully onboard new customers
• Ensure all account issues are quickly resolved
• Function as the voice of the customer and provide internal feedback on how Hivebrite can better serve them
• Forecast and track key account metrics
• Collaborate with product management to validate product features and provide inputs to the roadmap
• Partner with sales team to drive successful evaluations including on-site Proofs-of-Concept & pilot engagement

Job Qualifications

This is a flexible hybrid position - you must be able and willing to commute to a NYC midtown office ~1x per week. Applicants will only be considered in New York, New Jersey, and Connecticut for this role.

• 5+ years relevant work experience as an Implementation Specialist or CSM in a SaaS company.
• Experience working with customers, supporting a SaaS product
• Understanding of how community management and engagement drives business value and ROI
• Ability to prioritize, multi-task, and perform effectively under pressure
• Excellent presentation, written and verbal communication skills
• Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
• Successfully sets priorities, drive decisions and get closure on recommendations and issues
• Critical thinking is a must!
• Ability to travel internationally and domestically as needed
• Experience successfully managing customer engagements to completion and customer satisfaction
• Strong ability to align technical concepts & features to business needs

Preferred Qualifications

• Community management experience
• Start-up or scale up experience