Implementation Consultant
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Job Description
Implementation Consultant at Espresa, transforming personal benefits for HR teams and employees. Leading onboarding and relationship building for client success in benefits programs.
Responsibilities:
- Lead onboarding and implementation processes, managing timelines and deliverables to meet customer objectives.
- Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI.
- Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success.
- Collaborate with Sales, Account Management, and Customer Success Managers on account strategy to build cross-functional relationships and identify upsell opportunities.
- Collaborate with Product Development and Enablement to prepare and deliver for discriminating and early-adopter customers.
- Provide expertise tailoring a solution to customer needs and resolve inquiries effectively.
- Deliver client training sessions on product features, workflows, and best practices while empowering customer teams to make program and technical decisions.
- Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to enable future insights and value.
- Be a technical leader in the organization by sharing field experiences with customer-facing and internal peers.
- Keep current on HR/benefits industry trends, developments, and best practices.
Requirements:
- 5+ years in implementation, onboarding, or similar roles within a SaaS or technology environment, ideally supporting HR customers or benefits programs with strong preference for corporate wellness exposure/experience.
- Proven ability to master an enterprise SaaS product suite, survey and discover customer requirements, recommend and build a solution and troubleshoot under timeline pressure, while building strong relationships with medium to large organizations and internal partners.
- Comfortable steering conversations on common internet and software practices such as HTTPS, APIs, FTP, CSV file handling, and two-factor authentication (2FA).
- Highly proficient in Microsoft Excel, PowerPoint, and Word (or Google Workspace equivalents).
- Proactive in identifying and resolving challenges, with a strategic perspective on operational efficiency and customer success, and the ability to develop and deploy KPIs.
- Exceptional written, oral, presentation, and interpersonal skills.
- Highly organized and priority-sensitive with experience managing multiple projects and accounts simultaneously.
- Proficient in essential project management principles and practices.
Benefits:
- Health insurance
- Retirement plans
- Lifestyle Spending Account
- Generous PTO
- Equal opportunity employer
- Reasonable accommodations for disabilities
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