Implementation Specialist
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Job Description
Implementation Specialist guiding and coordinating onboarding of new customers at Tebra. Leading milestone calls and ensuring customer success in their first year with the software.
Responsibilities:
- Own end-to-end onboarding experience for new customers; involves leading a series of milestone onboarding calls over a 60-day period.
- Embrace a sense of ownership over the customer’s onboarding experience and success in their first year with Tebra.
- Deliver world-class customer service; create engaging and energetic momentum with customers.
- Provide timely communication to assigned customers and internal teams; includes email, phone, and scheduling calls.
- Set proper partnership expectations regarding timeline, points of contact, how to receive help, etc.
- Gather requirements, contact information & preferences, value drivers and other preferences relevant to product mix purchased.
- Identify potential areas of risk if expectations are not aligned, escalate accordingly.
- Guide customers through relevant self-paced eLearnings; provide hands-on training as needed by the customer.
- Ensure customers are fully set up and adoption of applicable product features is completed before onboarding graduation.
- Effectively collaborate internally to leverage resources to ensure each customer’s success.
- Demonstrate exceptional problem solving and ability to navigate customer concerns.
- Be a product expert and clearly communicate the value of the Tebra product to address all customer needs.
- Adapt to evolving internal processes and contribute to continuous improvement efforts, including providing feedback and supporting onboarding workflow optimization.
- Ensure accurate and thorough documentation of all customer interactions, key milestones, requirements, and decisions throughout the onboarding lifecycle.
Requirements:
- 1-2 years of customer facing experience leading or supporting implementations of software solutions.
- Experience specifically in SaaS environments in a project coordinator or customer success role is a plus.
- Strong analytical skills, project management or project coordinator background.
- Excellent communication skills.
- Good negotiation, conflict resolution and influencing skills.
- Strong multi-tasking, results oriented skills.
- Ability to work in a fast-paced environment.
Benefits:
- In addition to our healthcare benefits, we also offer amazing perks!
- Discount through Dell for work from home basics!
- Resources for mind and body health, such as Gympass and Telus Employee Assistance Program.
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