Implementation Specialist

Summary

Join CORE as an Implementation Specialist and play a pivotal role in configuring, implementing, and demonstrating Relief Compass software to clients. You will manage the entire implementation cycle, from requirements validation and project oversight to internal testing and guiding clients through user acceptance. Responsibilities include developing and delivering training, documenting customer interactions, and providing excellent customer support. You will collaborate with internal and external clients, ensuring seamless system deployment. The role also involves testing, quality assurance, and resolving technical issues. Success in this position requires strong communication, problem-solving, and collaboration skills.

Requirements

• High School Diploma
• Understanding of emergency response components, teams, and facilities; survivable communications systems; utility infrastructure; disaster damage assessment intelligence processing, situation analysis methods and risk assessment
• 1 or more years of hands-on experience in Implementation and/or software testing and support
• Stellar communication, presentation, and relationship-building skills along with a deep commitment to driving an exceptional customer experience
• Ability to effectively collaborate with development teams to support customer needs
• Able to work independently and efficiently to meet deadlines
• Able to work closely with CORE departments to determine best practice and approach for specific client needs
• Able to promptly answer support related email, phone calls and other communications
• Self-motivated, solutions driven, detail-oriented and organized
• Experience with documenting software issues or enhancements
• Make product enhancement requests based on current, and future software capabilities
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills
• Ability to use a computer for extended periods of time

Responsibilities

• Serve as main POCs for field deployment during CORE internal testing phase
• Proactively provide suggestions for improvements / fixes during testing phase
• Contribute to training material development
• Meet with internal and external clients, who are in various stages of implementation and onboarding, in order to ensure all aspects of Relief Compass system are deployed to client’s satisfaction and specifications
• Testing, and providing final QA/QC before client is ready to go live or software updates
• Work with new and existing clients to provide in depth training in the set up, and use, of system and applications
• Provide client support and technical issue resolution via E-Mail, phone, or on-site
• Identify, and correct/and or advise, on operational issues in Relief Compass systems
• Maintain open and professional communications with all Relief Compass colleagues, partners, clients and vendors to ensure maximum customer satisfaction and business efficiency
• When responding during live emergencies, provides strategic and technical assistance to the Emergency Operations Center Director and staff during emergencies
• Other duties as assigned

Benefits

$18,000 - $20,000 a year