Implementation Engineer

Summary

Join ServiceRocket, a global tech-enabled services company, as a Customer Implementation and Onboarding Specialist. Partner with various teams to establish and refine customer provisioning operations, guide customers through their initial journey, and improve overall customer experience. Iterate on strategies and automations to streamline workflows, contribute to the team knowledge base, and ensure smooth transitions between teams. Build and maintain strong customer relationships, championing a customer-first approach. Maintain target metrics related to provisioning, onboarding efficiency, customer satisfaction, and more. This role requires experience with external customers, strong cross-functional collaboration, familiarity with SaaS platforms, excellent problem-solving and communication skills, and Mandarin fluency. The ideal candidate is a natural leader, thrives in a start-up environment, and possesses a customer-centric mindset.

Requirements

• Experience working with external customers; Internal sales, support and success teams
• Strong cross functional collaboration and customer relationship management
• Familiar with SaaS platforms and cloud-based technologies
• Excellent problem-solving, and communication skills
• Desire to learn about cutting edge technologies
• Mandarin speaking is a must

Responsibilities

• Partner with Support, Operations, Sales and Customer Success teams to establish and refine operations related to provisioning our customers
• Guide customers through the initial customer journey points and deliver customer centric solutions to improve overall customer experience
• Iterate and improve on strategies and automations that streamline current workflows and tooling
• Contribute to team knowledgebase when finding solutions to common situations
• Carry out day-to-day strategies for new customer onboarding, targeting rapid execution with minimal friction
• Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships
• Provide personalized customer implementation with efficient, automated workflows
• Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability
• Build and maintain strong relationships with customers throughout their onboarding and migration journey before transitioning to Customer Success Management
• Champion a customer-first approach that balances personalized support with scalable processes
• Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment

Preferred Qualifications

• You are a natural leader
• You are excited to work in a start-up environment; you get in the weeds as part of the team
• You are smart, innovative, and fun. You bring a sense of humour and humility to work every day
• You maintain a customer-centric mindset
• You love finding solutions to challenging problems
• You are not afraid of conflict and difficult conversations and value transparent communication

Benefits

• Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit
• Stock options : you have the opportunity to participate in the ownership of the company
• Health insurance: we support you and your family–your well-being matters
• Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location
• Career pathways program : you can grow horizontally, vertically, or any way you want
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture