Implementation Specialist

Summary

Join ezCater as a Customer Implementation Specialist and manage the onboarding process for new commercial and channel partner clients. You will ensure a smooth and efficient implementation of ezCater products and services, working closely with clients and the sales team. Responsibilities include understanding client needs, configuring the product, providing training and documentation, and ensuring a successful transition to ezCater's solutions. This role requires strong project management, communication, and client relationship skills. The ideal candidate will have 3+ years of experience in client-facing implementation or project management roles. ezCater offers a competitive salary, stock options, comprehensive benefits, and a flexible work environment.

Requirements

• 3+ years of experience in a client-facing implementation roles and/or project management
• A relentless focus on understanding and meeting the needs of our customers and going beyond helpful, you’re customer obsessed
• Strong analytical, organizational, and problem-solving skills
• Proficient in data analysis, interpreting results to drive meaningful & data driven conclusions
• Experience in influencing stakeholders to drive decision-making
• Strong prioritization skills - able to manage time effectively, prioritizing high-value clients, while working with multiple customers to deliver on goals and improve processes
• Outstanding interpersonal skills, both written and verbal communication, and strong group facilitation skills
• Outstanding organizational skills and the ability to balance attention to detail with swift execution
• Strong documentation, process mapping, and requirements gathering skills
• The drive to contribute to a positive team environment and collaborate by always sharing strategies with peers
• Excellent communication and collaboration abilities with both internal stakeholders and customers
• A hands-on approach by actively engaging in and overseeing daily tasks and processes to ensure high-quality outcomes
• A “figure it out” mentality that drives ownership in the face of ambiguity. Not afraid to fail and do better the next time

Responsibilities

• Be present during the sales process to explain how implementation would work, document requirements, help set expectations/promises early on
• Develop a high-level implementation plan that outlines the steps, timeline, and resources required for a successful deployment
• Communicate the implementation process clearly to the prospect, setting realistic expectations
• Partner with the sales team to align on strategy and ensure a cohesive approach to addressing the prospect's needs
• Provide input on proposals and RFP responses, particularly in areas related to implementation and business requirements
• Offer tailored recommendations and best practices for implementation based on the prospect's unique needs
• Serve as the primary point of contact for new clients during the implementation phase
• Conduct kickoff meetings to outline the implementation process, set expectations, and establish timelines
• For integration projects, collect and evaluate business and technical requirements to comprehend the scope and goals of the integration
• Develop and manage project plans, including timelines, milestones, and deliverables
• Coordinate with internal teams (e.g., sales, product development, technical support) to ensure all aspects of the implementation are completed on time
• Monitor project progress and address any issues or roadblocks promptly
• Configure the company's product or service to meet the specific needs of each client
• Work with clients to customize features and settings as required
• Ensure all configurations are thoroughly tested before going live
• Manage the creation of custom scripts, APIs, or middleware to facilitate seamless integration between different technologies
• Ensure all configurations and integrations are thoroughly tested before going live, identifying and resolving issues before full deployment
• Provide training sessions to clients on how to use the product effectively
• Prepare for ongoing support by creating detailed documentation of the integration process, configurations, and any custom developments for future reference
• Develop training materials, user guides, and other documentation to support client education
• Offer ongoing support and troubleshooting during the implementation phase
• Build and maintain strong relationships with clients to ensure satisfaction and long-term success
• Conduct regular check-ins with clients to monitor progress and address any concerns
• Gather client feedback and relay it to the product development team for continuous improvement
• Assist clients with data migration from their existing systems to the new platform
• Ensure data integrity and accuracy during the migration process
• Provide post-implementation support to ensure clients are fully operational and satisfied with the product
• Conduct follow-up meetings to review the implementation process and gather feedback
• Transition to the Commercial Customer Service team when customer and ezCater agree that process has stabilized

Preferred Qualifications

Familiarity with project management software such as Monday.com, Jira, and CRMs like Salesforce is a plus

Benefits

• Market salary
• Stock options
• The usual holidays
• All-you-can-eat vacation
• 401K with ezCater match
• Health/dental/FSA
• Long-term disability insurance
• Remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!)
• A tremendous amount of responsibility and autonomy
• Cupcakes (and many more goodies) when you’re in one of our offices