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Implementation Specialist

1 month ago

Washington, United States ChurnZero Full time

Our fast-growing startup is looking for a passionate, results-oriented individual to join our team as an Implementation Specialist. As an Implementation Specialist, you will cultivate exceptional experiences and sustained value for ChurnZero customers by acting as their guide through the data implementation phase and feature configuration phase of our onboarding process. You will consult with customers on their data needs to meet their key goals and priorities and then assist in implementing the ideal setup to achieve those goals. You will oversee both the configuration of native integrations, as well as manage timelines and advise customer technical teams in sending their product data directly to ChurnZero. Once data is in ChurnZero, you will recommend best practice feature configurations for customers to operationalize their Customer Success programs within ChurnZero.

Job Title: Implementation Specialist
Classification: Exempt
Reports to: Manager, Implementation
Location: Washington, DC, Remote (US-based)
Target Salary Range: $72,000 base salary + $5,000 variable

Responsibilities

  • Oversee the entire data implementation phase of onboarding for a rotating portfolio of customers, from contract close through the completion of their initial implementation.
  • Maintain a working knowledge of native ChurnZero integration functionality and database structure. Applying that knowledge to troubleshooting and creative problem-solving with customers. This includes querying databases and working with SQL to diagnose complex data issues.
  • Manage project deliverables and timelines in coordination with internal and external stakeholders. Communicate project risks, keep stakeholders on track, ensure milestones are met, and meet or exceed team KPIs.
  • Build strong customer relationships by maintaining high levels of engagement and communication; be the customer's proactive guide and advocate through the data implementation process.
  • Clearly translate technical requirements to non-technical customers to ensure clarity and confidence in decisions. Communicate technical requirements to development and product teams, providing clear guidelines for sending data to ChurnZero and assisting with advanced troubleshooting.
  • Accurately scope customer data needs relative to their goals and translate them into a project plan that prioritizes time to value.
  • Understand and document the customer's company goals and how we will build toward them using the ChurnZero platform
  • Advise customers on best practices for designing, implementing, and scaling their Customer Success programs.
  • Collaborate internally with teammates to provide a high-quality customer-centric implementation experience. Act as the internal project manager to ensure customer expectations are met.
  • Consult on ChurnZero configuration best practices and effectively translate customer needs into ChurnZero workflows to yield long-term customer success.
  • Coordinate and deliver basic and advanced walkthroughs of data in ChurnZero to ensure customer confidence with the platform and offer data quality recommendations throughout the data implementation process.
  • Resolve customer issues, independently and through collaboration with other ChurnZero teams; approach all situations with curiosity and creativity.
  • Inform the future of the ChurnZero platform through product feedback and proposals, both internally and customer driven.
  • Actively participate in the evolution of ChurnZero's own Customer Experience programs and processes; insist on excellence in our own Customer Experience initiatives.
  • Contribute towards the development of a strong team environment by upholding high work standards.
  • Use ChurnZero daily to log, track, facilitate, and monitor customer progress through their data implementation.
  • Go the extra mile to ensure our customers are successful


Qualifications
• BA/BS degree or equivalent work experience
• 2+ years' experience in Implementation/Onboarding, Account Management, or SaaS Customer

Success roles; Strong perspective on operationalizing Customer Success and industry best practices.
• Experience with implementing via APIs and/or Javascript
• Technical knowledge as it pertains to software integrations and a working knowledge of SQL.
• Strong analytical problem-solving skills; a verifiable track record of quality decision making based on a mixture of analysis, experience and judgement
• Strong project management skills; ability to break down work into steps and to develop and maintain schedules and task/people assignments
• Ability to accurately scope length and difficulty of projects, including anticipating and adjusting for problems and roadblocks
• Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms. Must be comfortable with learning at a fast pace and learning on the job.
• Ability to manage multiple priorities while maintaining strict attention to details
• Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
• Working knowledge of Salesforce.com/CRM structures

About ChurnZero
ChurnZero helps subscription businesses fight customer churn. Our software solutions allow businesses to understand how their customers use their products, assess their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is backed by the leading angels and venture capital firms Baird Capital, Grotech Ventures, and Middleland Capital.