Implementation Engineer managing the execution of fulfillment projects and system integrations for Stord's clients across the US and Canada. Collaborating with teams to ensure successful project launches and operational sustainability.
About the role
- Senior Implementation Specialist managing client implementations of AI-driven learning products. Overseeing multiple projects and driving client satisfaction through effective onboarding and support.
Responsibilities
- Effectively oversee multiple implementation projects concurrently, ensuring their timely delivery within predefined scope
- Configuring and customizing the SaaS platform to meet client-specific requirements and solutions designs.
- Defining and executing on implementation plans and post-implementation product-based projects.
- Troubleshooting and resolving issues during implementation, testing, and deployment phases.
- Supporting User Acceptance Testing (UAT) and client go-lives with technical expertise and platform insight.
- Providing training and end-user support during and after the implementation process.
- Contributing to internal best practices, process documentation, and implementation methodology improvements.
- Acting as a subject matter expert on all Unboxed software products by creating support documentation, responding to user requests for assistance and creating and distributing scheduled and ad hoc reports.
- Providing initial troubleshooting for user identified errors or bugs including recreating issues and testing software on multiple browsers and devices.
- Gather feedback from clients and collaborate with the product development team to improve the functionality and usability of our solution
- Proactively documenting steps to recreate software defects; partnering with the Quality Assurance Team to log and communicate bugs.
- Uploading files and basic information into Unboxed software as necessary.
Requirements
- 4-6 years' professional client services experience with 2+ years of configuration and implementation experience with a complex and highly customizable SaaS platform.
- Bachelor's degree preferred.
- Exceptional verbal, written communication, and interpersonal skills with the ability to explain technical concepts to non-technical audiences.
- Strong understanding of software configuration, system integrations, and implementation methodologies.
- Ability to interpret business requirements and translate them into effective software solutions.
- Proven ability to build trust and long-term relationships with clients
- A mindset for refining processes and driving implementation efficiencies
- Proficiency with Microsoft Office Suite required; Atlassian software experience a plus
Benefits
- Competitive salary and benefits
- Ample paid time off – 5 weeks PTO (pro-rated in 1st year), 6 paid holidays plus winter break between 12/26 and 1/1
- Dynamic and convenient office location – unlimited snacks, casual dress code, covered parking and gym on site
- Open communication and a commitment to fostering teamwork across the organization
Job title
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Experience level
Salary
Not specified
Degree requirement
Location requirements
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