Implementation Specialist

4 weeks ago

Detroit, United States Fleet Cost & Care Full time

Company Description

Fleet Cost & Care, established in 1993, provides software solutions for the equipment rental industry, helping fleet owners mitigate risk, speed up invoicing, and streamline processes for over 30 years. The company's focus is on simplifying business operations through step-driven processes and centralized systems, enabling employees to prioritize job safety over paperwork.


Role Description

The Implementation Specialist is the person assigned to lead, manage and support customer implementation from start to successful finish. This role is critically important to ensure a smooth handoff from the sales process all the way through go-live and post implementation support. The Implementation Specialist is responsible for ensuring a successful implementation project results in a positive customer experience.


You will seek to understand what the customer’s current business processes are, their issues and their challenges, then work with them to map and improve those processes to best take advantage of the new software systems. Ideal candidate will take on tough complex projects and manage the implementation project from inception to successful rollout. You will need to understand the sources of data used for critical business decisions and work with the customer to implement the best practices to configure and implement our software to generate the data used to analyze business operations and make those important decisions.


We work in a challenging market and you will have significant influence on the future of the industry, the individual businesses you will work with and even the safety of each employee working for our customers. You can – and will – make a difference.


Responsibilities

·     Support all aspects of customer implementations. Responsible for successful installation, configuration, training and overall implementation of Fleet Cost & Care systems to a new customer or an existing customer adding new modules.

·      Define and maintain detailed project implementation plans. Monitor and manage project budget, hours, and expenses.

·      Plan, manage and ensure critical project implementation tasks are assigned and completed on schedule.

·      Manage and track critical path tasks and issues to resolution.

·      Escalate project issues to FCC management and customer executive sponsor.

·      Serve as the lead contact for daily customer interaction and implementation activities.

·      Coach and prepare customers for successful rollouts of the applications.

·      Ensure effective transfer of information learned in training to the work environment.

·      Diagnosis, research and analyze customer issues and requests.

·      Develop, track and report key implementation progress metrics.

·      Prioritizing and escalating issues when needed and keeping customers informed of progress. Develop and maintain implementation best practices, document procedures, standards, best practices, configuration settings and sequences.

·      Work with third-party vendors when issues traverse multiple systems.

·      Assist with data conversions.

·      Identify gaps in functionality and work with product management to enhance our products.

·      Participate in enhancement creation, release and change management activities.

·      Document and process project scope change and customization requests.

·      Prioritize customer enhancements and issues. Work with product development team as needed to develop specifications and customer acceptance criteria.

·      Create and update product and training documentation.

·      Communicate project completion and hand-off to support.

·      Provide end-user training in our software.

·      Provide go live support and ensure a seamless transition of the customer account.


It’s essential you have these skills:

·      A great communicator. You communicate in a professional and personable manner. You build positive, long-lasting “service oriented” relationships with clients, vendors, staff, and partners by being professional, courteous, and friendly at all times whether on the phone or in person.

·      Drive Best practices. You are always looking for ways to make things better, faster and more streamlined using industry best practices in processes and system use.

·      Work with customers to find ways to improve the software to make their life better. Articulate the business needs, value and impact of why this improvement or enhancement is justified.

·      Strong analytical, problem solving and organizational skills.

·      Computer skills – all the essential basics (Office apps, PC, remote connectivity, remote meetings, etc)

.

It’s great if you already have these skills or you’d really love to learn them:

  • Skills: Knowledge of accounting, payroll, logistics, dispatching, is a plus.
  • · Sage, Microsoft and other ERP and Accounting Software. Many of our customers use or implement these systems.
  • Technical. Able to operate various types of technological equipment and software applications. Advanced user of MSOffice, especially Word and Excel. Microsoft PowerBI & SQL server experience a plus.


Fleet Cost & Care is a privately-owned software company. 

·      Work overtime as requested

·      Be available on an on-call basis after-hours by mobile phone

·      Travel to customer sites eventually to perform software implementation work and training is required.

·      Travel eventually anywhere from 25 to 50%, when needed (may be more for brief periods of time).

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