About the Role: As an Implementation Consultant, you will lead large and complex onboarding projects for new customers in an impactful way. This position enables you to collaborate with members from all other functional teams in the company to complete high-impact projects for our customers. The ideal candidate would create and manage project plans, and communicate project status and timelines with internal and external stakeholders.
What You'll Do:Define, track and achieve key performance indicators for the onboarding programOwning the implementation process for assigned accounts which includes: successful onboarding and training of the software to drive adoption by new clients - for both Fleet and Financial ProductsOwning the Pro-install Fast Start Packet (FSP) and appropriate follow up withe the client and install partnerOperating as the primary point of contact during the assigned clients onboarding phase for all hardware and software implementationsEnsure the timely and successful completion of new client onboarding for all assigned accountsMonitoring client progress and activities to ensure adoption of all parts of the organization while staying within scope and on scheduleSetting expectations with clients on deliverables related to their training and Go LiveHosting virtual or in-person group training sessions for new customersEffective communication of project status, risks, timelines and requests to our stakeholdersMonitors the impact and value of performance improvement programs, and identifies continuous improvement opportunitiesGathers lessons learned from project delivery and incorporates it into the Project Engagement ModelSupport and assist in resolving customer escalations, including participating in customer communication, developing a strategic solution and working collectively with other departments to ensure customer satisfactionWhat We're Looking For:2+ years prior experience in a customer-facing roleExcellent written and verbal communication skillsHighly organized with strong time management skillsA natural instinct to empathize with users and understand the most important concerns of their businessAbility to build and maintain relationships with clients and their key personnelReceptive to feedback, willingness to learn and embrace continuous improvementResilient capacity to deal with pressure and the demands of the workplace
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