Senior Implementation Specialist

As a Sr Implementation Specialist, you will:

• Ensures customer success and satisfaction in a friendly and courteous manner.
• Connect with customers to discuss customer requirements and expectations, address concerns, define project outlines, timelines, and expected budgets.
• Meet or exceed established performance requirements and goals.
• Contributes to team effort by ensuring the highest possible level of customer satisfaction using quality management processes.
• Responsible for ensuring projects are completed on-time, within budget, and up to the customer’s quality standards by ensuring that activities are properly sequenced and within coordinated timelines.
• Communicate across various departments and with multiple third-party vendors to ensure project progress.
• Perform on-site and remote install, configuration, and customer training.
• Manage time and resources to facilitate multiple implementation projects simultaneously.
• Maintains customer records by updating account information and task status using project management tools and methodologies.
• Continually investigates product and gains industry knowledge to improve performance and skill set.
• Work independently to accomplish tasks to meet performance requirements.
• Contributes to team effort by ensuring the highest possible level of customer happiness by understanding the needs of the customer with intuitive or directive conversation and questioning techniques.
• Ability to handle escalations in conjunction with leadership.
• Ensure key project stakeholders are kept informed over the entire project lifecycle.
• Ability to predict risks that will deter project success and when needed perform Root Cause Analysis and/or Corrective Action Investigations on unforeseen project issues that arise, documenting and sharing as lessons learned.
• Provides support in people development.

You are a strong fit for this role if you have:

• Bachelor’s degree in MIS or related field preferred.
• Exceptional communication and customer service skills.
• 5 to 10 years of software implementation experience preferred.
• Software life cycle knowledge
• Aptitude to quickly become a TCP systems expert.
• Excellent oral and written communication skills.
• Strong logical, analytical, and reasoning abilities.
• Demonstrate organizational skills while working on multiple projects.
• Strong understanding of technical designs, database structures, and specifications.
• Ability to travel up to 50% of the time, including overnight and weekends.
• Experience with accounting and/or payroll systems preferred.
• Knowledge of Microsoft SQL Databases, Microsoft Server operating systems, cloud-based software solutions (SaaS), and networking a plus.
• The ability to multitask effectively.
• The ability to work independently and as part of a team.
• Excellent organizational and time management skills.
• Detail-oriented.

Benefits:

• Competitive salary based on experience
• 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays
• 8 hours to volunteer and impact the community
• Comprehensive benefits (Health/Dental/Vision/ 401K)
• The work/life set up you need to be successful.