Job Title: Implementation Specialist
Status: Full Time
Location: 100% Remote
Reports to: Service Delivery Manager
Who we are:
Headquartered in Columbia, Maryland, System Automation (SA) has created solutions for state and local regulatory agencies for over twenty-five years. Our elegant SaaS platform is trusted by state and local government agencies and is used by 500 agencies, spanning 5,000 industries, and serving over 20 million licensees.
At SA, our mission is simple - we are here to positively disrupt the regulatory software market by incubating new ideas, collaborating with our customers, and building technology that has a real-world impact. We're more than just another software company - we challenge the status quo, aren't afraid to experiment, and make products that positively impact the states and cities we live in.
About the Role:
You will be responsible for managing the onboarding of new customers and ensuring their implementation process is seamless and streamlined. You will ensure an exceptional experience by understanding the customer’s business objectives and that System Automation’s software products get to the customer in a timely manner.
What you will be doing:
- Work with multiple customers to understand their requirements in products and services.
- Build rapport and trust with customers to ensure an exceptional implementation experience.
- Ensure an exceptional experience by understanding their business objectives.
- Configure and implement all MyLicense products with minimal supervision
- Train users on all MyLicense software products
- Work cross-functionally with applicable stakeholders to develop creative solutions that address customer needs using existing platform functionality.
- Provide support and mentorship by demonstrating knowledge of products, services, and best practices.
- Interfaces and deals with clients via email, phone, and on-site visits
- Up to 10% travel as conditions permit
Knowledge, Skills and Abilities
- Ability to analyze and debug simple network issues
- Demonstrated ability to communicate technical information to non-technical professionals
- Excellent interpersonal skills
- Demonstrated analytical, troubleshooting, and problem-solving skills
- Demonstrated effective public speaking and presentation skills
- Ability to act as a champion for a corporate culture of product and customer satisfaction
- Professional, positive and enthusiastic attitude
- Ability to manage multiple tasks for multiple projects with the ability to work within deadlines
- Excellent verbal communication and feedback skills: Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Qualifications
- High-school diploma
- At least two years’ experience in a technical role
- Experience with configuration of proprietary software
- Desired: knowledge of SQL server database or other relational database structures
- Desired: familiarity with data conversion
- Desired: working knowledge of HTML, CSS, JavaScript
