Position:
The Implementation Specialist will be support the Master Library products that are part of the Follett School Solutions product portfolio. This role provides project management, software implementation services and serves as primary liaison between internal departments and the customer during implementation. The implementation specialist maintains customer relationships and is the technical contact for the customer during the implementation. He or she ensures that the solution is successfully implemented, and the project is completed on schedule and within budget. This role requires 1-2 years of experience in SaaS or software implementation.
Responsibilities:
Analyzes customer's requirements and application objectives. Works with the customer and/or project manager to gather discovery information; participates in project kickoff, implementation planning and manages to an agreed-upon project timeline
Follows a project plan to ensure all aspects of the solution are properly set up, configured for proper use aligned to the customer's expectations
Ensures solution is configured and implemented as planned, deadlines are met and mitigates whenever plan objectives are at risk
Trains customer on basic technical features and settings of solution
Provides periodic updates to customer and tracks all activities and project tasks and records time spent
Conducts project close-out activities and successful hand-off to other teams within Customer Experience (Success and Technical Support).
Documents all activities associated with the project and updates tasks assigned as applicable
Records all time spent on billable and non-billable activities
Reports progress regularly to all internal and external project stakeholders
Provides regular status reports to manager
Provide pre-sales support as needed to help in adequately scoping a project
Serves as post-sales technical support as needed during project.
Attends training to enhance product knowledge and soft skills to effectively implement and manage SaaS implementations
Attends team meetings, company meetings and other internal events
Qualifications:
3-5 years of relevant experience
Bachelor's degree or equivalent
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