Implementation Specialist

Summary

Join Mitratech, a team of technocrats building world-class products for Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team with a diverse and inclusive culture. For over 35 years, we've served 20,000 client companies globally. As we continue to grow, we seek resourceful and enthusiastic individuals. This Implementation Specialist role involves contributing to successful client implementation projects of Mitratech’s HRC suite. You will lead multiple deployments, conduct operational reviews, and provide client onboarding and training. Collaboration with product and design teams is key to improving the product based on customer feedback.

Requirements

• Bachelor’s degree or equivalent
• 2+ years of experience in a client-facing role
• Strong verbal communication, networking, and relationship-building skills are required to achieve new business goals
• Ability to work independently in a fast-paced, changing environment to prospect and develop new business
• Strong organizational skills
• Effective verbal and written communication on the phone and in writing
• Capable of understanding the information needed from others to effectively resolve their issues & needs
• Capable of learning and effectively using new technology

Responsibilities

• Develop a deep understanding of our software product and its rich feature set
• Lead multiple deployments at a time, ranging from relatively simple to complex
• Conduct operational reviews to learn about each customer’s critical workflows and operational processes
• Responsible for clients’ onboarding/training process using the implementation project plan/online tools
• Configure software to best support each customer’s operational needs; find and implement creative workarounds where required
• Lead software training for customers (in person or over video conference)
• Be the primary point of contact for customers to support them during their onboarding period, including troubleshooting issues and reporting them as necessary
• Collaborate with the Product and Design teams on the design and requirements for product enhancements driven by your customers’ needs
• Provide ongoing feedback to our Product & Engineering teams about opportunities to improve the product
• Explain the project goals and milestones throughout the implementation process
• Manage and complete projects from the beginning to the end of the implementation lifecycle for all accounts
• Test new modules as per the client’s requirement. Notify and train clients as needed once the testing is completed in production
• Identifies and executes on opportunities for improvement in processes and technology