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Implementation Specialist

4 weeks ago

Newton, Massachusetts, United States Aquant Full time
Aquant Onboarding Expert

At Aquant, we empower field service professionals to become heroes using our personalized generative AI platform, Service Co-Pilot. Our team is dedicated to delivering exceptional onboarding experiences for our customers, and we're looking for a skilled Implementation Specialist to join our ranks.

As an Implementation Specialist, you'll play a critical role in driving successful onboarding for Enterprise Service Co-Pilot customers. You'll work closely with customers and our Technical Success Managers to ensure seamless integration and effective use of our platform.

Key Responsibilities:

  • Engage with customers upon deal closure and lead them through the onboarding process
  • Work directly with customers, including data resources and SMEs, to collect and analyze data and drive effective use of internal processes and best practices
  • Advise customers on their integration approach and pull in more technical resources as needed
  • Support Technical Success Managers in overall engagement and assist them in support of the process
  • Create and maintain in-depth project plans and implementation plans in partnership with Technical Success Managers
  • Participate in regular weekly customer touchpoints and conduct ad-hoc meetings as needed
  • Support Customer Success Managers in preparation for SteerCos or other Executive meetings
  • Document best practices and share feedback on potential improvements to the onboarding process
  • Work with the Product team to identify and advocate for enhancements that will drive higher quality and more efficient onboarding
  • Transition knowledge to relevant CSM and/or Support resources upon completion of customer onboarding

The Ideal Candidate:

  • 2+ years prior customer-facing experience in a technology/SaaS company, preferably with onboarding customers and technical implementation
  • Strong analytical skills, logical thinking, and troubleshooting skills - advanced Excel skills are a plus
  • Sense of urgency and personal agency to solve problems proactively
  • Understands when and how to manage to a tight timeline while maintaining standards of excellence in the midst of ambiguity
  • Team-oriented with strong collaboration skills and an ability to work effectively across other departments and individuals to ensure the best outcomes, focused on commitment to quality and success
  • Able to build strong working relationships and execute across multiple cultures, geographies, and time zones
  • Energized by setting up and driving processes
  • High degree of detail orientation and follow-through
  • Excellent project management skills
  • An exceptional communicator - articulate, confident, self-aware, and comfortable using data to tell a story and solve problems with teams and customers

In compliance with the New York City Pay Transparency Law, we are sharing this base salary range. This range is not inclusive of our discretionary bonus, equity, and benefits package. When determining a candidate's compensation, we consider a number of factors including skill set, experience, job scope, performance in assessments during the interview process, and current market data.

NYC Salary range: $70,000 - $84,000

At Aquant, we value:

  • Be Humble and Respectful: We are one team, where collective success is more important than individual ego. Treat your colleagues with respect and empathy, act with good intent, and value everyone's contributions
  • Be Curious: Keep learning, and asking questions to understand complex situations. Embrace new challenges. Keep an open mind, and be receptive to feedback
  • Take Ownership: Focus on achieving measurable and meaningful outcomes. Take decisive action, solve problems proactively, and take ownership for projects and results
  • Act with Integrity: Act with Integrity. Do great things while doing the right thing for your customers and colleagues

Some of our benefits:

  • Vacation your way: We want to make sure you have time to meet your personal needs with generous PTO and flexible vacation planning
  • Everyone is an owner: We want everyone to feel ownership over their work and what we are building here, which is why we offer equity to full-time employees
  • Build your career: Every Aquant employee is in control of their career development with our learning stipends, tools, and training