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Implementation Specialist

2 months ago

College Station, Texas, United States Minitab Full time
Job Overview

The Deployment Consultant plays a crucial role in managing the deployment and tailored services of Minitab Connect. This position involves providing specialized technical and business decision support to customers implementing the Minitab Connect software application. Additionally, the consultant will have expertise in training and will ensure that customers are well-versed in utilizing Minitab Connect effectively.

Key Responsibilities
Service Delivery
- Execute the deployment of Minitab Connect, documenting onboarding and project tasks related to configuration and testing of tables, processes, forms, charts, dashboards, and user management within the Minitab Connect platform, alongside training customers during deployment.
- Ensure that deployments adhere to established processes and timelines, documenting all customer interactions, including details from weekly calls, project plans, and reported issues.
- Deliver projects on time and within budget as part of our Customer Engagement Lifecycle (CEL).
- Implement effective project management practices, including billing and utilization of hours for projects.
- Provide customers with comprehensive deployment and administration product guides.
- Analyze documented resolutions and trends to prevent recurring issues.
- Develop, test, and enhance Connectors as necessary.
- Modify existing configurations as new product features are released and as customers utilize their service hours.

Education and Training
- Facilitate on-site and/or virtual training sessions for customers and employees on product features and operations.
- Attend industry conferences and customer sites to foster relationships and promote Minitab's vision.
- Mentor new Implementation Consultants in learning software products.

Customer Support
- Assist customers, prospective clients, Minitab staff, and partners with inquiries regarding Minitab Connect's functionalities and system requirements.
- Enhance the effectiveness of the Customer Success department by identifying obstacles and seeking opportunities for process improvements.
- Serve as an escalation point for Minitab Connect, conducting research to resolve customer cases of varying complexity in a timely manner.
- Conduct staging tests of new product features and bug fixes as requested for customer support.
- Maintain accurate records of customer interactions and suggestions for improvements in Minitab systems.

Cross-Functional Collaboration
- Collaborate with Marketing to align marketing initiatives focused on Connect within the Customer Engagement Lifecycle.
- Coordinate cross-functional processes to meet customer needs, including:
- Communicating customer feedback to the Product team.
- Reviewing potential bugs/issues raised by customers or encountered during service delivery, reporting them to the development team, and validating fixes prior to release.
- Working with the Support team on major case resolutions and reporting bugs to the Engineering team.
- Partnering with sales to recommend services when opportunities arise.

Additional Responsibilities
- Engage in departmental projects aimed at enhancing operations.
- Assist in onboarding new team members.
- Occasionally travel to customer or partner sites and trade shows to provide technical support for sales staff.

Qualifications and Experience
- Bachelor's degree in computer science or a related technical field, or equivalent experience.
- 1-3 years of experience in software implementation or Professional Services for an enterprise SaaS product, preferably an integration platform.
- Proficiency in technical writing is highly desirable.
- Familiarity with at least one programming language, such as MySQL, JavaScript, or PHP, is a plus.
- Understanding of API documentation and general knowledge of various API languages.
- Working knowledge of computer processes, including programming, server systems, and networking is preferred.
- A results-oriented mindset with the ability to align team goals with company objectives.
- Experience in Customer Success functions is beneficial but not essential, including handling customer cases and cross-functional problem-solving.
- Commitment to continuous improvement and evaluation of processes.
- Extensive experience in a collaborative, team-oriented environment.
- Expert-level experience in supporting enterprise applications.

Skills and Abilities
- Exceptional interpersonal skills with a focus on building rapport, active listening, and effective questioning.
- Ability to communicate statistical concepts and technical information clearly and efficiently, both verbally and in writing.
- Competence in scheduling and leading conference calls with the appropriate resources to meet customer needs.
- Strong computer literacy with an understanding of software technicalities and functionalities.
- Excellent documentation skills.
- Quick learner in a fast-paced environment, capable of managing multiple priorities.
- Analytical problem solver, adept at identifying and resolving issues using both conventional and unconventional methods.
- Ability to define problems, gather data, establish facts, and draw valid conclusions.
- Proficient in presenting information and responding to inquiries from groups of managers, clients, and customers.
- Effective prioritization and execution of tasks in high-pressure environments, utilizing time and resources efficiently.
- Highly self-motivated, detail-oriented, and adaptable to changes in responsibilities based on customer needs.
- Ability to work respectfully across diverse cultures and customs.
- Proficiency in English is required; multilingual abilities are a plus.

Applicants must reside in specified states to be considered for this position. Qualified candidates will be evaluated without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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