Implementation and Training Specialist

3 weeks ago

Jacksonville, Florida, United States Urban SDK Full time
About Us

Urban SDK is a cutting-edge technology company that has been selected to participate in the prestigious Techstars Smart Mobility accelerator. This esteemed program has invested in notable companies like Uber, Cargo, and DataRobot, and we are proud to be part of this innovative ecosystem.

We provide transportation, mobility, civil engineering, and government organizations with real-time operational insights and predictive trend analysis of mobility and road networks through IoT, telemetry, and satellite imagery data collection, reporting, and mapping.

Position Overview

We are seeking a highly skilled and results-driven Implementation and Training Specialist to join our team. This role is crucial to ensuring successful onboarding and ongoing client support for our SaaS platform in the Government Transportation sector. The ideal candidate will have a strong background in SaaS account management, software implementation, and user training, particularly within government organizations.

Key Responsibilities
  • Lead the end-to-end software implementation process for new clients, ensuring seamless onboarding and integration.
  • Collaborate with our clients to understand their needs and tailor the software setup accordingly.
  • Conduct virtual and in-person training sessions for end-users, ensuring they are equipped to use the software effectively.
  • Provide ongoing account management, serving as the primary point of contact for clients to ensure their satisfaction and address any challenges.
  • Develop training materials, user guides, and best practice documents to support client education.
  • Troubleshoot software issues, working closely with the technical support team to resolve problems.
  • Maintain strong relationships with clients, ensuring they derive maximum value from our SaaS platform and supporting long-term engagement.
  • Gather client feedback and relay insights to the product development team for continuous improvement.
  • Assist in setting up user accounts, permissions, and configurations as required.
  • Monitor client usage and engagement metrics, proactively identifying areas for additional training or support.
Qualifications
  • Bachelor's degree in Information Technology, Business, or a related field, or equivalent experience.
  • 3+ years of experience in SaaS account management or software implementation, with a focus on the GovTech sector preferred.
  • Proven experience in delivering software training and creating effective learning materials.
  • Strong understanding of government operations and processes, particularly within public works, city planning, or similar departments.
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
  • Strong problem-solving skills and the ability to work collaboratively across departments.
  • Proficiency in using SaaS platforms and CRM systems.
  • Ability to manage multiple projects and clients simultaneously, ensuring timely delivery and client satisfaction.
  • Willingness to travel for on-site training and client meetings when necessary.
Preferred Skills
  • Experience with government procurement processes and regulatory compliance.
  • Knowledge of traffic management, city planning, or public service software is a plus.
  • Familiarity with learning management systems (LMS) and instructional design principles.
Benefits
  • Competitive salary and performance bonuses
  • Health, dental, and vision insurance
  • 401k
  • Flexible work environment with opportunities for remote work
  • Career growth and professional development opportunities
  • 21 Days Paid Vacation

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