Implementation Specialist

Summary

Join us in our journey to simplify operations and empower merchants around the world! The Implementation Specialist will focus on onboarding new Fulfil customers onto our platform, working closely with the implementation team to help new and existing merchants adopt Fulfil's product suite. This is a strategic customer success role that requires an air of confidence and a prescriptive approach to ensure ease during this transition leading to a successful Launch and Go-Live.

Requirements

• 2+ years of experience in a customer facing implementation, or project management role at a Saas company
• Flexibility to work North American time zones as required based on the needs of the project (EST + PST)
• A strong attention to detail with proficiency in MS Excel and spreadsheet automation
• Previous experience in one or more of the following: Netsuite, SAP, JDA, MS Dynamics or other ERP/Supply Chain Management software
• Strong project management and cross-functional collaboration skills
• A candid ability to carefully manage customer stakeholders at different levels within an organization, in order to gain alignment and move projects forward
• A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days
• The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion
• The ability to instill a deep sense of confidence in your clients to alleviate any worry they might develop when transitioning from an old, outdated (but familiar) system to a new service
• An interest in e-commerce and the ability to quickly understand the Fulfil product suite
• Superior oral and written communication skills
• Genuine empathy for others and helping customers achieve their goals

Responsibilities

• Work closely with the implementation team to help new and existing merchants adopt Fulfil's product suite
• Drive implementation planning, execution, and optimization support
• Conduct business process mapping and requirements gathering sessions with new and existing customers to determine configuration requirements
• Prepare business requirements and technical scoping documents derived from customer meetings towards a successful launch
• Troubleshoot issues that arise during configuration sessions and dry runs
• Provide on-going post implementation support to optimize user adoption onto Fulfil
• Collaborate cross-functionally to ensure timeliness of each client deliverable
• Project manage across all stakeholders (internally and externally) in order to ensure on-time delivery and exceed merchant expectations
• Collaborate with other service and product areas to create a seamless experience for our merchants as they move from sales to data-migration, to set-up, delivery and go live

Preferred Qualifications

• Prior experience at a growth stage Internet/Software company
• Accounting degree, CPA designation or equivalent experience
• Knowledge of support methodology and process, and experience using Zendesk
• Experience with e-commerce technologies like Amazon or Shopify Plus
• A sense of adventure and an entrepreneurial spirit
• Previous experience with one or more of the following: Netsuite, QuickBooksOnline, Xero, TaxJar, Avalara etc