Implementation Specialist
We are looking for an Implementation Specialist to join our Customer Success team to help implement and onboard our largest and most strategic enterprise clients.
As our 1st Implementation focused hire, and 6th person on the Customer Success team, you will be instrumental in helping to build out the Implementation and CS function at MaestroQA. With a fast growing customer base, this is a great opportunity to get in on the ground floor and help develop a function at a customer centric company.
We set out to reshape how the entire customer service area operates, have struck a cord, and are seeing large growth with Enterprise Customers.
These large clients require a more focused and hands-on implementation process - by rolling out our software to 1000+ users at some enterprise clients, this requires a multi phased approach:
- Doing detailed Business Process Reviews to understand the client’s current QA processes
- Designing how these workflows would work in Maestro
- Identifying any critical product gaps and working with our Product team to enhance MaestroQA
- Building a comprehensive implementation plan
- Project manage the client through that plan to “go-live”
Enterprise clients are our most strategic clients, and their success through the implementation process is critical to the success of MaestroQA.
This role does not require any technical background, but instead aptitude for deep product understanding and drive to solve complex problems and workflows through product.
The role will also be highly cross functional, working with:
- Product - to share feedback and enhancements ideas to continue to drive value to larger clients
- Customer Success - to understand the customers goals and deliver those through implementation and hand off
- Sales - to solution use cases
- Executive team - to determine company strategy as we move upmarket
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We have three core values:
- Nurture and operate with a positive, glass half-full mindset (gritty!)
- Invest in relationships with each other (talk about more than work!)
- Live and work in service of others (team-oriented!)
We are based in NYC, love to work in the office together, and offer competitive pay and benefits including health insurance and 401k.
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Responsibilities:
- Lead and Project Manage the implementation phase of our largest customers
- Understanding customers’ goals and help them use our product/service to achieve those goals
- Become a product expert and help solution standard and idiosyncratic workflows
- Facilitate customer feedback to the product team
- Design best practices and help scale the Implementation function
Requirements:
- 3+ years in a customer facing role servicing technology, preferably SaaS
- Experience solutioning complex workflows through technology
- Experience rolling out software to large number of users
- Highly organized and excellent multi-tasker
- Excited by a high growth and fast paced environment
- Experience working with a Development/Product team preferred
- Passionate about helping people
- Active listener, self driven, and social