Implementation Specialist

Position Summary: The Implementation Specialist is responsible for driving fast, efficient and delightful onboarding for new Connected Home Living customers. Working in partnership with Sales, Customer Success, Training and Operations teams, this position will own the onboarding process including managing timelines, projects, stakeholder alignment, removing blockers, and expectation setting across internal and external teams.

Implementation Specialist Definition

The salesperson focuses on selling computer software and systems, but after the sale, the salesperson moves on to the next prospect to make another sale. That’s when a new team becomes responsible for servicing the product.

The team often has an engagement manager, who looks after the ongoing client relationship, and at least one implementation specialist who performs the setup, configuration, customization and installation of the system the client purchases. The implementation team ensures each client has a positive experience and gets what they need out of the products they purchase. It’s a mix of technical skills and customer service to get the product ready for the client and ensure they know how to use it.

Systems Specifications

An implementation specialist meets with the client after a sale to collect data, documents and other information and create specifications that describe how the system will be implemented for the client. Following the meeting, the specialist creates a project plan and schedule that lists each task in the implementation project, the person with accountability for the task and the task’s due date. Specialists distribute the project plan to the entire team to get their feedback and confirm the project milestone dates.

Setup and Customization

Configuring and customizing a system to match the specifications is a significant part of the implementation specialist’s job. Specialists follow established procedures to format and import client data, modify the database and database dictionary, design custom screens, set up custom calculations and create custom reports. This step ensures the system meets the specific needs of the client based on the information previously collected.

Implementation specialists often use video conferencing to work interactively with clients as they have questions or need additional information. They may also keep in touch to get client feedback or approval at key milestones to make sure the project is on track and what the client expects. It’s important for specialists to document the customizations that they make and include the documentation as a special appendix to standard system documentation. This documentation becomes a reference for the client once their system is up and running.

Project Management

Another part of the implementation specialist job description is project management. An implementation specialist manages the project schedule and budget to help keep everything on track. Specialists keep everyone on the project team informed regarding key deliverables and milestones in the project. This ensures everyone knows when they need to complete their parts of the job to keep things on schedule.

If the client is late providing data or information, the implementation specialist may adjust the dates on the schedule accordingly. If the client asks for additional configuration beyond the initial scope of the implementation, the specialist creates a time and cost estimate for performing the extra work. Sometimes the changes involve meeting with the engagement manager and the client to negotiate the new project scope.

Client Training and Approval

Implementation specialists ensure that the client has the appropriate hardware and required software to use the system after it’s installed. They demonstrate the customized system to the client and get client sign-off prior to installing it or providing the client with access to it. After the client attends training, implementation specialists provide initial support to answer specific questions regarding the setup and configuration. They gradually transition the client to the help desk for ongoing routine support.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Own new customer implementations for clients end-to-end
• Build and maintain strong relationships with customers and become a trusted advisor throughout the implementation process
• Establish and drive implementation of best practices
• Identify process improvement areas and coordinate adoption
• Understand the client’s vision and define project scope and requirements
• Proactive communication and support of project
• Develop partnership with key internal stakeholders: Product, Sales, Operations, Training.
• Manage, implement, and support client system configuration
• Other activities as may be assigned by your manager
• Maintain a deep understanding of Connect Home LIving services and industry best practices
• Project manage customer implementations from point of sale to product delivery in a timely manner
• Identify and tackle blockers to get customers live as quickly as possible
• Communicate and align with internal and external stakeholders and escalate on risks and issues as needed
• Create and own project plans, design methods for repeatable, streamlined, and scalable processes
• Deliver speed and quality for all onboarding projects
• Act as a subject matter expert for RMIS product configuration
• Document finalized account structure for internal and external teams
• Consult with Operations Management regarding operational considerations and configuration of systems to support customer requirements. 
• Identify and manage project scope. Ensure that all parties are aware of required project tasks and milestones. Work with Operations Management to manage project risks and establish effective communication, plan for escalation, process, and provide solutions.
• Gather site requirements, review and recommend operational design as it pertains to installation preparedness to Operations Management.
• Configure and test system configuration in order to maximize efficiency and provide operational consistency.
• Collaborate with Training Manager or Training specialist to develop training materials and conduct training sessions.
• Coordinate with the client teams to develop processes, procedures, and documentation to enhance our implementation and training services.
• Develop detailed project documentation upon completion of project to ensure that the Customer Care team has all relevant information to handle support for client going forward.
• Other duties as assigned.
• This role may include up to 20%  travel
• Performs other related duties as assigned. 

Required Skills/Abilities: 

• Excellent verbal and written communication skills. 
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Google G-Suite or related software.

Education and Experience:

• Bachelor’s degree in management or related field and/or equivalent experience.
• At least two years related experience required. 
• Previous work with nationwide remote employees preferred.

Work environment

• This is a remote position 
• Ability to work independently and successfully with minimal direct oversight is required
• Work is performed primarily in a standard office setting with constant public contact (by telephone  or through video technology) with frequent interruptions  
• Ability to work well within a cross-functional team environment and diverse communities

Physical Requirements:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. 

Vision abilities required by this job include color vision, close vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical Requirements:

• High-speed internet with a minimum of 50 Mbps download and 5 Mbps upload required. 
• Requirements for Internet service are not based solely on a bandwidth specification but also on the quality of the connection. Internet service is to be tested at http://www.speedtest.net/ for speed and quality testing. Pingtest results should be less than 20ms to ensure no call quality issues with IP Phone service.
• Smart phone required.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as a comprehensive list of all responsibilities, duties and skills required for the position.