The Implementation Specialist manages new client implementations by creating project timelines, facilitating meetings, and configuring back-office systems. They also provide ongoing client maintenance, document processes, and assist with custom invoicing and reporting requirements.
Position Title Implementation Specialist
Reports to Manager, Business Process
Location Shelton, Connecticut; Dallas, Texas; Pleasanton, California; or remote
Summary
The Implementation Specialist is responsible for new client implementation and ongoing client maintenance.
Implementation
Assists with implementation of new clients, maintaining communication throughout the course of the project.
Creates implementation project timelines to establish project length and scope.
Initiates client and internal meetings and facilitates discussions.
Engages in clear effective communication to establish responsibilities due dates.
Delegates tasks to client and internal team members to ensure deadlines are met.
Documents key learnings, processes and policy details in the Policy and Procedure Guide. Obtains client sign off prior to go live.
Assists internal stake holders with writing client specific requirements related to custom invoicing, reporting and other customization that has been agreed to.
Builds/configures the back-office system and CoPilot templates.
Coordinates internal training prior to go live.
Maintains implementation related SOPs.
Client Maintenance
Supports the Client Relations team with ongoing client projects specific to policy and or process updates.
Facilitates internal and client facing meetings by documenting meeting discussions, key decisions and sharing meeting notes with all participants. Keeps an ongoing action items list.
Maintains policy and process level details in the Policy and Procedure Guide.
Configures new policies in the back-office system and create CoPilot templates.
Other
Manages work orders and internal customer requests related to client specific configuration. These may include requests for adding new expense categories and items, mapping expenses for accounting and other requests that require updates to the back-office client set up and or template configuration.
Engages in special projects as they are assigned.
Qualifications and/or Experience
Minimum 2-year relocation and/or related industry experience preferred
Project Management experience with ability to use standard project management tools
Technical aptitude and proficient in all Microsoft Office products
Strong attention to detail and highly organized
Service industry, client relations, customer service or training experience
Flexibility in work schedules to meet deadlines
Comfortable working in a fast-paced environment with short deadlines, interruptions, and multiple tasks/projects occurring at once
Competencies
Business Acumen -Understands business implications of decisions; conducts cost-benefit analyses; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
Business Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Customer Service– First seeks to understand customer needs; displays courtesy and sensitivity; manages difficult or emotional customer situations; meets commitments; responds promptly to customer needs; solicits customer feedback to improve service.
Communications - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; selects and uses appropriate communication methods
Planning & Organization - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; integrates changes smoothly; sets goals and objectives; works in an organized manner.
Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
Project Management - Project planning and execution, communication, analysis, problem solving, and technical skills
Quality Management-- Fosters quality focus in others; sets clear quality requirements; measures key outcomes; solicits and applies customer feedback; improves processes, products, and services.
Use of Technology - Demonstrates required skills; adapts to new technologies, troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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