Implementation Specialist configuring and supporting benefit technology solutions for HUB International clients. Ensuring accuracy in system functionality and effective client communication.
About the role
- Implementation Manager supporting onboarding processes and client retention at Euna Grants. Collaborating with cross-functional teams to enhance client experience and training.
Responsibilities
- Support the implementation and onboarding process of clients
- Drive new customer onboarding and monitor & retrain existing accounts to ensure product adoption
- Be a product subject matter expert to best understand and apply client goals to product abilities
- Support the training and development of our department and work with cross functional teams
- Lead client trainings on effective use of the system
- Identify potential project risks and report risks to Customer Success and Project Managers
- Ensure client feedback requests have sufficient information for successful execution of work
- Configure clients’ Euna Grants instance based on business requirements
- Develop client configuration documentation
- Conduct testing associated with client configuration
- Document issues discovered during testing, create support tickets, and monitor resolution of issues
- Support Customer Success requests for client support including trainings, troubleshooting, or project related work
- Identify and document system functionality gaps
- Identify internal training needs and play a key role in the onboarding of new hires
- Partner with Product and Development teams on enhancing AmpliFund functionality
- Participate in cross-functional team activities that may include requirements gathering and business process modeling
- Perform other job-related duties as assigned
Requirements
- BA/BS degree or equivalent work experience
- A minimum of 2 years of successful Customer Success or Account Management experience
- Experience training or teaching customers/clients in a virtual setting
- High degree of comfort with technology and CRM tools
- Experience in or understanding of Grants Management, the Public and/or Nonprofit Sector, or Finance highly preferred
- Strong communication skills with the ability to present information in verbal, written or visual form to a variety of audiences, from the internal team to client executives
- Ability to interact with business clients and internal teams simultaneously to bridge gaps and manage communications
- Proficiency at managing and prioritizing several projects and deadlines simultaneously
- Strong analytical and problem-solving skills, particularly with requirements gathering and documentation for concurrent projects
- Strong attention to detail
- Ability to self-manage and be an independent member within the larger project team
- Understands how to visualize and present complex processes and data to business users
- Ability to quickly learn products, technologies, and processes
- Professional demeanor, able to handle a fast-paced, ever changing environment
- Professional in nature, reliable and punctual
- Team oriented and comfortable with regular performance feedback
- Flexible, adaptable and dedicated
Benefits
- Competitive wages
- Wellness days
- Community Engagement Committee
- Flexible Work Days
- Health and dental benefits
- Culture committee
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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