The Associate Functional Analyst serves as a business and solution expert, providing technical expertise for and facilitating the deployment of customer implementations. This position gathers and analyzes customer requirements, engages in consultative and technical solutions, organizes the setup, configuration, and training for customer deployments. This role will serve as one of the deployment points of contact for smaller customers going through implementation and will be responsible for aligning resources as necessary in order to successfully implement solutions.

What You'll Be Doing. . .

• Support the successful completion of new customer setup for Emerging Market and smaller National customers. 
• Leverage Zendesk to reach out to the client within the agreed project start SLAs, providing timely completion of client set-up activities, orientation meetings, QA calls, Best Practice calls, etc.
• Deliver training to Emerging market and smaller National customers leveraging webinar sessions, group orientation sessions, and training documentation
• Ensure that the estimated close date of the project aligns correctly to support revenue recognition at the earliest point.
• Works with the project team as customers identify current and future customer business requirements and operational functional requirements by participating in workshops with customers and internal stakeholders and reviewing system setup for customers.
• Establishes personal rapport and serves as the deployment and training point of contact during the deployment process for Enterprise and National customer rollouts.
• Works individually or with the Project Manager (where appropriate) to understand success criteria for customer engagements and assists with customer engagement throughout the deployment.
• Responsible for the management and completion of all setup, validation, pilot, and roll-out dates are determined and provided to the project manager. 
• Assist with the documentation and educational content that can be delivered to customers to create value via webinars, online communities, or other marketing campaigns to assist deployments.
• Provides web-based, phone, and in-person customer training.
• Maintains subject matter expertise on product features, releases, and enhancements.
• Work with customers during the pilot and rollout stages to ensure they are successfully adopting the software.
• Works with the Project Manager to report on progress, business impact metrics, and rollout reporting during the project.
• Identify, analyze, escalates, and respond to project risks, as they occur.
• Track Time by billable project daily, ensuring that 85% of logged hours are billable.

What You Need to Have. . .

• Strong written and verbal communication skills
• Strong customer management skills and ability to work collaboratively in a multicultural environment within a (virtual) team.
• Able to multitask on projects and tasks while working independently and efficiently to meet given deadlines
• Competent with managing own workload and understanding that each task is a constituent part of a full customer implementation.
• Work internally and with customer stakeholders to set and manage expectations
• Demonstrated ability to present complex topics in a clear, concise, and easily understood manner
• Proficient in Google Apps
• Domain experience in food service or retail industries is desirable

Our Story

In July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including: scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia and UAE.

Fourth is an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.