Implementation Specialist

Summary

Join Ylopo, a rapidly growing marketing and technology company, as an Implementation Specialist! Guide clients through the onboarding process, from purchase order to account activation. Manage your own book of business, requiring frequent communication. You will provide customer support, troubleshooting, and training. Success in this role demands client focus, exceptional service, attention to detail, and strong communication skills. Prior software or marketing experience isn't required, but a willingness to learn Ylopo's product is essential. We value quick-thinking, detail-oriented, patient, positive, and thoughtful individuals.

Requirements

• Previous experience in a support, training, or customer service role
• Professional manner
• Consistent work habits and strong work ethic
• Strong organizational skills and attention to detail
• Ability to multitask, and work independently toward deadlines
• Strong written and verbal communication skills, ability to work well in a small group setting
• Positive demeanor, trustworthy character
• Ability to take the initiative and see projects and tasks through to completion
• Ability to understand and convey detailed information about our services and systems
• Strong phone skills
• Processor for both main and backup computer should be 2ghz and above, Intel core 5/7 is highly required
• Ram should be at least 16 gig with 100 gb Free disk space
• USB headset with noise canceling feature
• At least 20 mbps & up wired connection for main isp
• Back up internet is a must (strictly no USB Sticks allowed)

Responsibilities

• Provide customer support, troubleshooting help and guidance/training to new clients in setup and address questions and concerns related to the client setup process and/or use of our tools and systems
• Perform mostly phone, but also email and text outreach to clients in setup
• Follow up consistently with all clients in setup with pending roadblocks
• Respond (via phone/email/text) to all clients in a timely manner to provide a high level of customer support
• Develop great client relationships to keep new clients excited about joining Ylopo
• Speak confidently and professionally with clients
• Serve as subject matter expert for Ylopo setup process
• Learn the ins and outs of Ylopo product
• Collaborate with sales, billing, marketing, international, and technical teams on special projects/phone outreach campaigns as needed
• Conduct welcome calls with new clients in setup assigned to your book of business (~20% of your time)
• Lead client through the setup process to ensure all documents required for setup are completed timely (25%)
• Review all returned client forms (CIF, Ad Areas, ISA) for clients assigned and follow-up with clients directly if any information is missing or needs clarification (10%)
• Perform each task associated with completing a client setup (20%)
• Answer any questions clients in setup have about the setup process, “going live,” or the Ylopo product (10%)
• On occasion, you may be asked to perform outreach to clients in set up outside of your book of business (10%)
• Special projects may be assigned (5%)

Preferred Qualifications

Understanding of real estate and the real estate profession a plus, but not necessary

Benefits

• A commitment to personal development
• Guidance and support at a high level through interfacing with our Executive Team to prioritize goals as a company
• Excellent leadership and mentoring for our entry-level to senior staff, and recognition of outstanding efforts
• Team building events, team lunches/ happy hours, and other company wide events
• A supportive, caring environment dedicated to continuous learning and growth