Description:
Productivity Pilot runs the leading technology platform for mitigating and automating the work that comes from people calling off work. We are a fast-paced, relationship-focused company looking for talented individuals to help us deliver exceptional value to our clients. We are a product company that is growing quickly.
Job Summary
The Implementation Specialist is responsible for managing and realizing the successful deployment of our product to customers, from the qualifying of a Sale to product Launch.
Essential Duties and Responsibilities
- Serve as the primary point of contact for new customers.
- Directly interact closely with Customers to determine their needs and conditions, then
- drive the creation of their product using established processes, procedures, and internal
- tooling for setup and configuration.
- Coordinate and conduct customer onboarding meetings via conference call or video
- meeting software.
- Manage timelines to track implementation deliverables for customers in a project-based
- paradigm.
- Work directly with the Implementation Manager and Implementation Team to coordinate
- the execution of product creation.
- Create and manage all documentation supporting all aspects of the implementation.
- Utilize active listening to identify nuances in a customer's business problems and needs.
- Identify problem areas or pain points in a customer's business in relation to the
- alignment with the product's capabilities.
- Provide ideas and suggestions to the customer and Implementation team for improved
- processes.
Qualifications and Requirements
- Bachelor's Degree or 4 years of work experience in a SaaS-like technical product
- company or other technical or customer-relations-based industry.
- Customer-facing, Business-to-Business (B2B) customer service communication and
- diligence.
- Highly organized and motivated, with a required attention to precision and detail.
- Ability to exercise logical and critical thinking in problem-solving.
- Ability to work independently and as part of a team.
- Ability to adapt and thrive in a very fast-paced start-up environment.
- A passion for learning, people, and technology.
- Experience with CRMs or Ticketing Systems is a plus.
- Project Management experience is a plus.
- Experience with an international customer base or a secondary language is a plus but
- not required.
- Willing to work onsite in Mason, OH three days per week.
Technical Demands
The role demands a comprehensive understanding of the Product and the systems we employ (CRM, Ticketing System, and Internal Configuration Tooling). You will be trained on the product.