Software Implementation Specialist

2 days ago

Rochester, United States Alpine Software Corporation Full time

Company Description:

Alpine Software, founded in 1994 and based in Pittsford, NY, develops and sells leading SaaS products to fire departments, serving over 700 customers primarily across the US. Our flagship product, RedNMX, offers a comprehensive suite of fire department management tools, including dispatching, call reporting, personnel management, inventory management, and mobile tracking.


Note: We are open to both in-person, hybrid, or remote candidates.


Job Overview:

As an Implementation Specialist, you will play a crucial role in the successful implementation and onboarding of customers onto our fire records management and dispatch software. 


As a Customer Education Specialist, you will build product education materials from scratch or dramatically expand upon existing documentation. This is an exciting opportunity to build out an internal and external facing learning management system for a high growth software company. 


Responsibilities

Implementation (50%):

  • Manage and deliver all assigned new implementations from Assessment to “Go Live.”
  • Direct workflow assessment to set client expectations and inform an implementation plan.
  • Coordinate software and technical deliveries with internal teams.
  • Deliver all aspects of client training via Zoom, LMS and Help Center, with occasional on-site.
  • Utilize ticketing system and processes to communicate internally and with clients.
  • Engage the client in regular meetings to ensure timelines and objectives are met.
  • Identify client issues or red flags early and report to manager.
  • Use critical thinking to setup complex workflows and/or achieve ambitious implementation goals.


Customer Education and Documentation (50%):

  • Make product education easy for customers through clear written documentation that may include screenshots and product videos. 
  • Clear understanding of workflow and setup best practices so that they can be documented.  
  • Create internal-facing documentation that helps us onboard, train, and support our customers. 
  • Build content that allows new users to learn the product on their own if needed. 
  • Conduct training webinars with multiple customers to ensure they are getting the most out of our software.


Qualifications

  • Outgoing personality
  • High level of initiative and a self-starter. You will be building something from scratch with little direction. 
  • Quick learner – you will need to become a product expert.
  • Inquisitive – to learn the product, you must ask good questions. 
  • Organized – you will be the guide for people who implement software once every ten years at most. 
  • Strong Relationship building skills including follow-through, tracking, and project management. 
  • Excellent training, communication, and presentation skills

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