Senior Implementation Specialist (B2B Saas Provider)
Overview of Role: The Senior Implementation Specialist serves as a trusted advisor to Unboxed clients in the implementation and use of the company’s SaaS learning platforms. The role is pivotal in guaranteeing successful onboarding and adoption of our products by our clients by engaging in close collaboration our account management team to comprehend our clients' unique requirements and configure our solutions to align with their needs. The role also provides prompt, proactive support to existing Unboxed clients by responding to user requests, troubleshooting technical issues, and completing related project work.
Specific Responsibilities:
Product Implementation Support:
- Effectively overseeing multiple client implementation projects concurrently, ensuring timely delivery within predefined scope
- Configuring and customizing the SaaS platforms to meet client-specific requirements and solutions designs.
- Defining and executing on implementation plans and post-implementation product-based projects.
- Troubleshooting and resolving issues during implementation, testing, and deployment phases.
- Supporting User Acceptance Testing (UAT) and client go-lives with technical expertise and platform insight.
- Providing training and end-user support during and after the implementation process.
- Contributing to internal best practices, process documentation, and implementation methodology improvements.
Client Support:
- Acting as a subject matter expert on all Unboxed software products by creating support documentation, responding to user requests for assistance and creating and distributing scheduled and ad hoc reports.
- Providing initial troubleshooting for user identified errors or bugs including recreating issues and testing software on multiple browsers and devices.
Product Development Support
- Gathering feedback from clients and collaborating with the product development team to improve the functionality and usability of our solutions.
- Proactively documenting steps to recreate software defects; partnering with the Quality Assurance Team to log and communicate bugs.
- Uploading files and basic information into Unboxed software as necessary.
Requirements
Key Skills:
- Exceptional verbal, written communication, and interpersonal skills with the ability to explain technical concepts to non-technical audiences.
- Strong understanding of software configuration, system integrations, and implementation methodologies.
- Ability to interpret business requirements and translate them into effective software solutions.
- Proven ability to build trust and long-term relationships with clients
- A mindset for refining processes and driving implementation efficiencies
- Proficiency with Microsoft Office Suite required; Atlassian software experience a plus
Qualifications:
- 4-6 years B2B client services experience with 2+ years of configuration and implementation experience with a company providing a complex and highly customizable SaaS platform to multiple clients.
- Bachelor's degree preferred.
Benefits
Unboxed team members benefit from our comprehensive compensation and rewards program which includes:
- Competitive salary and benefits
- Ample paid time off – 5 weeks PTO (pro-rated in 1st year), 6 paid holidays plus winter break between 12/26 and 1/1
- Dynamic and convenient office location – unlimited snacks, casual dress code, covered parking and gym on site
- Open communication and a commitment to fostering teamwork across the organization