Implementation Specialist

9 hours ago

Newton, Massachusetts, United States Aquant Full time

Drive Successful Onboarding for Enterprise Service Co-Pilot Customers

Aquant is seeking an experienced Implementation Specialist to lead clients through the onboarding process and drive successful adoption of our personalized generative AI platform, Service Co-Pilot. As an Implementation Specialist, you will work closely with customers and in partnership with an assigned Technical Success Manager (TSM) to ensure a seamless onboarding experience.

Key Responsibilities:

  • Engage with customers upon deal closure and stay on through go-live and post-go-live to drive successful onboarding for Service Co-Pilot customers.
  • Work directly with customers, including data resources to collect and analyze data and SMEs to drive effective use of internal processes and best practices.
  • Advise customers on their integration approach, pulling in more technical resources to assist as necessary.
  • Support the Technical Success Managers (TSM) in overall engagement, assist and guide them in support of the process.
  • Create/maintain in-depth project plans and implementation plans in partnership with TSMs.
  • Participate in regular weekly customer touchpoints and conduct ad-hoc meetings as needed.
  • Support the Customer Success Manager 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/more efficient onboarding.
  • Transition knowledge to relevant CSM and/or Support resources upon completion of customer onboarding.

Requirements:

  • 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 personable.
  • Comfortable using data to tell a story and solve problems with teams and customers.

About Aquant

Aquant is a company that empowers field service professionals to become heroes using our personalized generative AI platform, Service Co-Pilot. We are a team that values innovation, excellence, and above all, our people. We are committed to making a greater impact and achieving our vision through our guiding values:

  • 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.

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.

Aquant is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive environment where everyone feels valued and respected. If you are passionate about making a difference and want to be part of a team that values innovation, excellence, and people, apply today.

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