Senior Implementation Specialist

About Us

Engineer Up provides ServiceNow consulting and fullstack software engineering for companies that demand results. No fluff. Just hard work.

Who You Are

A senior-level implementation specialist with SaaS experience. Candidates with extensive experience in customer success, customer support and/or training expert experience will be considered for this role. 

Location: Remote (with potential travel as needed)

Job Type: Full-Time / Consulting

Project Length

• Long term. 12+ months.

Job Description

The Digital Deployment Team is a critical client-facing team that is one of the first personal connections our client's customers will have with their software platform. Ultimately, our client's mission is to ensure the customer has the knowledge and ability to have the most valuable experience they can with their innovative platform. As an Implementation Specialist and/or Digital Deployment Specialist, you'll provide insightful advice and friendly, hands-on technical support and training to onboard new customers. You will be charged with owning the onboarding and training process and delivering superior product and technical knowledge, as well as quick-on-your feet problem solving and team support to effectively make their software platform a seamless part of the office flow.

Job Requirements:

• Strong level of comfort with technology
• Strong communication skills and demonstrated ability to communicate across multiple levels and audiences
• Demonstrated ability with problem solving
• Must take pride in getting our customers off to a great start with client's platform
• Ability to quickly understand the Customers business and how the software product and services can support them. Specifically, the ability to quickly diagnose process and flow watch-outs on the spot, explaining rationale for change and/or work-arounds with patience and compassion.
• You will need an aptitude for acquiring skills in patient process and flow, back office billing and reconciliation and an eagerness to learn and become an expert in everything specific to our client's software.
• Work closely with the client's Account Manager and PXM, who maintain overall accountability for the customer relationship. Ensure awareness of the account support & change plan and alignment with the field sales teams strategic goals for each account.

Required Qualification

• 2+ years experience as onboarding specialist at SaaS technology company

Competencies

• Work by client's core values, while following an agile methodology.
• Must have a passion for engaging and working with customers.
• Must be highly comfortable and confident with technology, with a deep desire to build and support relationships and expand the product use within a customer environment.
• Must be an excellent communicator - you have a way with words & can connect easily with others.
• You possess a strong ability to explain highly technical issues to non-technical audiences.
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
• You have an insatiable thirst for knowledge and are comfortable working in ambiguity.
• You are proactive; a tenacious self-starter to the core.
• Must thrive in a fast paced and demanding environment.
• You recognize the need for constant improvement - always looking to do things better (both personally, as part of a team and for the company) and can showcase how you have made enhancements in previous situations - Curiosity is fundamental to discovery.
• Ability to adhere to a schedule of customer appointments.
• Flexibility with your schedule. Work hours will be based on business needs.

Our Perks

• Remote (with potential travel as needed) 
• Benefits include:
  • Medical
  • Vision
  • Dental
  • Unlimited PTO and more!