Implementation Specialist

Implementation Specialist

Are you a detail-oriented, results-driven individual who will do whatever it takes to build and maintain long-lasting, positive client relationships? Do you enjoy taking ownership to solve technical client concerns while always maintaining an air of professionalism? If yes, this role may be the right fit for you!

You would be part of the Onboarding & Implementation team while also helping our Product and Support Team when required. This position reports to the Manager of Onboarding & Implementation Services.

Your primary responsibility in this role would be to Initiate Client Implementation on our platform; HR4 and our various product solutions offered as add-ons. This means, once a sales representative has successfully closed a deal, the Implementation Specialist steps in to act as the primary point of contact for that client moving forward. You will be responsible for carrying the client through the Discovery phase all the way to launching the software within their organization. Using technical platform know-how, you guide, motivate and retain the clients assigned to you and be their ‘Go-To’ for any platform-related hiccups, concerns, or feedback.

To be successful in this role, you must be passionate about not just creating long-lasting client relationships but also ensuring our clients always have a positive experience with the platform and services offered.

Specific Responsibilities:

• Helping build a project plan for each client based on the sales team feedback, detailing the tasks that need to be completed for the timely set-up of the client’s customized software applications
• Performing quality checks to ensure the platform set-up is as desired by the client. This includes making sure the site has all the relevant data, files, documents, and processes as required by the client during the onboarding process
• Communicating with the team throughout the implementation process to obtain feedback and sign off on your tasks
• Training and educating clients on the platform and its various processes, and features as deemed necessary
• Assisting clients in optimal utilization of all platform tools and providing technical assistance when necessary
• Engaging the client and maintaining relationships with key stakeholders to retain memberships
• Have ongoing conversations with key client stakeholders to ensure they are up to date with new enhancements and updates pushed on the platform
• Encouraging clients to provide reviews on our platform once settled and comfortable with the platform
• Helping with chat support as required
• Other duties as assigned

Skills and Competencies:

• Confident and professional in your approach with clients and co-workers
• Software Savy with the ability to learn new platforms quickly
• Ability to troubleshoot and problem solve in case of any system glitches
• Takes initiative to drive implementations forward 
• Excellent verbal and written communication skills
• Able to communicate and deliver as per deadlines set
• Able to multitask and manage time effectively
• Able to take initiative and find areas of opportunity
• Organized and with an eagle eye for the details
• Ability to apply discretion and maintain a high level of confidentiality when handling sensitive information
• Ability to develop and manage interpersonal relationships at all levels of the company
• Proficiency in Microsoft Office Suite or related software

Education and Experience:

• Bilingual with fluency in English and French would be a strong asset. 
• Experience in a client-facing role is required, within HR is a bonus
• Software implementation experience is a bonus

A successful person in this role thinks creatively and strategically, striving for personal, team, and client growth. Working hours may not always fall into the regular nine to five pattern, so a willingness to be flexible and go above and beyond to meet client expectations will be required.

Some travel may be required for a client who would like on-site training or discovery meetings.

HR4 Ltd. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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