Description

Position at HotSchedules

New and existing HotSchedules customers rely on the Implementation & Training team to receive access and training on their purchased products, as well as consultancy on best practices based on the cumulative industry experience of the team.  

The HotSchedules Implementation Specialist is responsible for managing the deployment of all HotSchedules products for new and existing clients. During this time, the Implementation Specialist will gain sufficient insight into a client’s operations and subsequently advise them on how to best utilize the HotSchedules products to drive operational efficiency on behalf of the customer. This position requires an individual to independently manage a customer’s implementation project to completion, while ALWAYS providing superior service and hospitality.  

This role is critical to the early engagement, happiness and longevity of our customers and serves as a single point  

of contact and consultancy as our customers begin their journey with HotSchedules.  

Job Responsibilities  

Gather requirements from both the sales organization and the customer in order to build an implementation plan that suits the customer’s desired goals and adequately solve the operational challenges which led them to purchase HotSchedules.  

Manage the successful configuration and integration of a customer’s software purchases, ensuring that the setup allows the customer to utilize the tools in conjunction with their existing operational infrastructure.  

Provide customer-facing training on all purchased products 

Host virtual training sessions and phone calls  

Occasional travel to host onsite training will be required  

Deliver excellent customer service:  

Build rapport, listen and make customers feel comfortable at all times  

Inspire lasting confidence in both the HotSchedules teams and products  

Feel empowered to make the necessary judgement calls you need to make in order to keep customers engaged, happy and able to quickly see a return on their investment  

Be conscious of the customer’s time and identify/escalate if you sense that they are frustrated  

Keep accurate records to ensure that other departments have the information they need  

Independently be able to manage your time and resources  

Track and escalate customer issues that come up during deployment  

Manage the customer’s transition to Customer Care team or dedicated Customer Success Manager once  training is complete  

Qualifications:  

Proficient in Google Apps (Gmail, Docs, Slides, Sheets, Keep, etc.)  

Hospitality mindset  

Restaurant or other shift-work experience is preferred  

Able to multitask on projects and tasks while working independently and efficiently  

Self-motivated, perceptive, and organized  

Excellent communication skills  

Assist management by identifying opportunities for operational improvement  

on Specialist