We are seeking a highly motivated Implementation Specialist to join our team. This client-facing role is responsible for successfully implementing our software solutions, ensuring high customer satisfaction, and providing post-go-live support. The ideal candidate will have strong business software knowledge, experience in system configuration, and the ability to collaborate effectively between clients and technical teams.

Key Responsibilities:

Implementation & Client Engagement:

• Lead end-to-end implementation of our software solutions, ensuring seamless deployment and high client satisfaction.
• Gather and analyze business requirements to configure and optimize system functionality based on client needs.
• Conduct training sessions to ensure clients are well-prepared to use the system effectively upon go-live.
• Develop and manage implementation plans, ensuring on-time project delivery.
• Schedule and facilitate client meetings, training sessions, and system configuration discussions in advance.
• Act as the primary point of contact for clients during the implementation phase, ensuring a smooth transition.
• Track project milestones and proactively identify and mitigate risks to ensure a successful rollout.
  
  
  

Technical Support & Issue Resolution:

• Provide Tier 1 support, troubleshooting technical issues and escalating complex issues to Tier 2 or Tier 3 as needed.
• Collaborate with the product and development teams to resolve client-reported issues effectively.
• Maintain an issue tracking system, ensuring all reported problems are documented and resolved within SLAs.
• Assist with post-live support, answering client inquiries, troubleshooting issues, and ensuring continued client success.
  
  
  

Process Improvement & Documentation:

• Maintain and update implementation documentation, knowledge base articles, and help sheets.
• Provide feedback to the product development team on system enhancements and feature improvements.
• Support internal staff with system configurations, onboarding, and training.
• Utilize CRM and ticketing systems to track tasks, client requests, and implementation progress.
  
  
  

Collaboration & Reporting:

• Participate in weekly client and internal scrum meetings, providing updates on issue resolution and project progress.
• Work closely with cross-functional teams to ensure alignment between technical and business requirements.
• Track and report on implementation metrics, identifying areas for improvement.
• Maintain compliance with company policies, client contracts, and industry regulations.
  
  
  

Qualifications & Skills:

• 2+ years of experience in software implementation, system configuration, or technical support.
• Strong analytical and problem-solving skills with a customer-centric approach.
• Excellent verbal and written communication skills for client interactions and training sessions.
• Ability to manage multiple projects simultaneously in a fast-paced environment.
• Experience with CRM, helpdesk software, and ticketing systems.
• Familiarity with business process automation, contract lifecycle management (CLM), or FOIA systems is a plus.
• Basic SQL knowledge or experience with system integrations is an advantage.
  
  
  

Ability to travel occasionally, if required.

This is a remote position.