Implementation Specialist

The Implementation Specialist will ensure the expectations set by our sales team are met and exceeded in facilitating the transition. The successful candidate will work to develop relationships with assigned customers and have a deep understanding of their business practices to effectively configure and customize Impel products. The Implementation Specialist will utilize video conferencing to communicate and work interactively with customers until the implementation process is complete.

Problem Solving

• Independently manage implementations using best practices around system setup and adoption
• Manage customer issues from discovery through resolution, demonstrating the ability to triage issues and manage customer expectations
• Ensure all incoming customer requests and concerns are resolved in an urgent, professional, and personable manner
  
  

Communication

• Adept at solving complicated technical problems while conversing with customers who have a wide range of skill set
• Excellent organizational, interpersonal, and communication (written and verbal) skills
• Train and educate dealer staff to maximize utilization and provide direction for success
• Utilize Gainsight and Salesforce to document and track customer inquiries and interactions
• Work cross-functionally to deliver customer delight
  
  

Other

• Maintains confidentiality of work-related issues, records, and company information.
• Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating change.
• Exceptional time management skills with the ability to handle multiple projects simultaneously
• Ability to successfully work independently and as a productive member of a team
• Perform other related duties such as participating in various projects, pilot groups, or initiatives
• Have great attention to detail
• Ability to command an audience
• Ability to work in a fast-paced ever-changing environment while solving problems quickly and creatively
• 10-15% Travel