Implementation Specialist

Summary

Join Tebra as an Onboarding Manager and lead the end-to-end onboarding process for new customers over a 60-day period. Deliver world-class customer service, set expectations, gather requirements, and ensure customer success. Required qualifications include 1-2 years of customer-facing experience in software solutions, minimum B2+ English level, strong analytical skills, excellent communication skills, good negotiation, conflict resolution, and influencing skills, strong multi-tasking abilities, results orientation, ability to work in a fast-paced environment, and fluency in English. Preferred qualifications include experience specifically in SaaS environments in a project coordinator or customer success role.

Requirements

• 1-2 years of customer facing experience leading or supporting implementations of software solutions
• Experience specifically in SaaS environments in a project coordinator or customer success role a plus
• Minimum English level B2+ CEFR oral and written
• Strong analytical skills, project management or project coordinator background
• Excellent communication skills
• Good negotiation, conflict resolution and influencing skills
• Strong multi-tasking, results oriented skills
• Ability to work in a fast-paced environment
• Must be fluent in English

Responsibilities

• Own end-to-end onboarding experience for new customers; involves leading a series of milestone onboarding calls over a 60-day period
• Embrace a sense of ownership over the customer’s experience and success in their first days
• Deliver world-class customer service; create engaging and energetic momentum with customers
• Provide timely communication to assigned customers and internal teams; includes email, phone, and scheduling calls
• Set proper partnership expectations regarding timeline, points of contact, how to receive help, etc
• Gather requirements, contact information & preferences, value drivers and other preferences relevant to product mix purchased
• Identify potential areas of risk if expectations are not aligned, escalate accordingly
• Guide customers through relevant self-paced and instructor-led training sessions; provide hands-on training where appropriate
• Ensure customers are fully setup and adoption of applicable product features is completed before onboarding graduation
• Effectively collaborate internally to leverage resources to ensure each customer’s success
• Demonstrate exceptional problem solving and ability to navigate customer concerns

Preferred Qualifications

Experience specifically in SaaS environments in a project coordinator or customer success role

Benefits

• Wellness and childcare subsidy
• University/Education discount
• Access to obe Fitness
• LifeWorks Employee Assistance Program
• Resources for mental health and everyday occurrences