Implementation Specialist

Summary

Join SiteDocs as an Implementation Specialist and ensure first-year customer satisfaction and product adoption, leading to successful renewals. You will be responsible for onboarding, training, and supporting customers in using SiteDocs, addressing their issues, and collecting feedback. Your efforts will directly contribute to customer success and revenue generation. You will also identify upselling opportunities and contribute to process improvements. This role is remote and open to candidates in Canada or South Africa. The position requires proven customer support experience and excellent communication skills. Success in this role will be measured by customer satisfaction and renewal rates.

Requirements

• Proven customer support experience (or other relevant experience)
• Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence
• Aptitude for problem solving
• Proficiency in using (or the ability to quickly learn) software programs
• Expert-level knowledge and understanding of SiteDocs product support

Responsibilities

• Pro-actively work with assigned customers to ensure successful product(s) adoption by following provided processes and procedures combined with active listening to customers’ unique needs and responding accordingly
• Facilitate all training webinars, including designing, scheduling, and presenting
• Respond to and manage emails for assigned customers
• Respond to and manage phone calls that come through personal line or support line
• Teach customers how to use SiteDocs and how to achieve long-term, ongoing success
• Address and find solutions for customer product issues
• Collect product feedback from customers and document in Trello
• Track activities and conversations with precision and efficiency in CRM
• Provide assistance and support to other members of the Customer Success Team, when needed
• Provide timely and successful delivery of solutions according to customer needs
• Communicate clearly to Content Specialist Team the set-up needs of new customers and take ultimate responsibility for the follow-through of all requests made
• Identify, recommend and execute upsells, professional services, and tier increases when applicable
• Ensure customers have a good experience and maximize product engagement with their unique set of challenges and processes in order to increase potential of renewal
• Provide suggestions on potential ways to improve processes, procedures, checklists, and other documentation
• Execute on special projects given by Customer Implementation Manager or VP of Customer Success
• Contribute to a culture of team building and continuous improvement
• Attend regular meetings and other meetings as requested

Preferred Qualifications

Experience using iPads, tablets, smartphones, and device applications is a plus