ABOUT ALIGN

Align Technologies is a rapidly growing technology provider that serves the construction industry. We are made up of individuals who share a common commitment to innovation, creativity, integrity, and delivery beyond our customers’ expectations. 

Align Technologies delivers operational tools to scale and grow the construction business. With powerful solutions that are configurable to meet the unique needs of our customers, Align Technologies powers construction operations to increase productivity, improve safety, and deliver more profitable projects. As a technology partner, we transform operational data into a strategic asset that provides the visibility and control to make informed decisions that yield tangible results. 

We seek talented individuals who thrive in a dynamic, challenging, and rewarding work environment and emulate humility, drive, transparency, and customer service in everything they do. 

JOB DESCRIPTION

We are looking for a talented Implementation Specialist to deliver an industry-leading customer experience post the sales process via the existing Align Implementation process. The Implementation Specialist is a member of the Operations team reporting to the Director of Client Operations. The Implementation Specialist will work closely with other members of the Operations Team to coordinate on any joint efforts or projects contributing to the success of the Operations Team and our Customers during the Implementation process and beyond.

RESPONSIBILITIES:

• Facilitate Adoption of the Align Product Suite via Implementation
  • Serve as the main point of contact for multiple, concurrent new customers during the implementation process, exemplifying our Customer Obsessed value
  • Act as a front-line contact for users during the implementation process with support and technical issues, convey solutions to them using clear and empathetic communication in a timely and accurate way.
  • Ensure that the software is rolled out as quickly as possible within the customer's comfort level and expectations.
  • Identify when an issue is either time-sensitive or of high priority for a customer and address it accordingly.
  • Understand the goals and objectives of new users to correlate them to features, leading them to success within the product.
  • Provide detailed, structured notes and milestone objectives for the for the customer to ensure progress tracking and clarity of status both internally and externally Salesforce
  • Track, manage and update implementation playbooks and deployment cases through the start of onboarding to completion while capturing important milestone metrics
  • Capture implementation NPS survey evaluations throughout
  • Submit and monitor customer specific feature requests for product updates
• Align Administration Portal Expertise
  • Create Align customer orgs
  • Migrate customer data
• Customer Experience
  • Ensure a top-of-the-line, positive, efficient, and effective customer experience for all accounts
  • Come prepared to each meeting with knowledge of where the customer is at in the implementation process and next milestones to be met
  • Decrease time to value for our customersImplementation, Success, and Operations
• Cross-Departmental Collaboration
  • Work side by side with other members of the Implementation and Operations Teams. Gain knowledge, understanding, provide feedback and ideas to, and be a positive contributor to the growth and success of the company.
  • Learn from and provide instruction to members of the team across departments via job shadowing and attending web and in person meetings
  • Provide and maintain high levels of communication with the Director of Client Operations, Implementation, Success and Proserv teams
• Other duties as assigned

QUALIFICATIONS:

• Bachelor’s degree preferred, high school diploma or equivalency required.
• 1-3 years of experience in customer service or client-facing roles.
• Experience in conducting any type of training, virtual training a plus.
• Project management experience and the ability to manage 15 small to medium sized projects at any given time preferred.
• Excellent communication and conflict resolution skills, both written and verbal.
• Ability to convey solutions with clarity and empathy. Technical skills to solve problems and implement change. 
• Experience in identifying time-sensitive or high-priority issues for clients and addressing them accordingly.
• Strong documentation skills to clearly document processes, ensuring a familiar and supportive customer experience for future reference.
• Strong proficiency in business suite software (like GoogleSuite or Microsoft Suite).
• Experience with Salesforce and project management software is beneficial but not required.

BENEFITS & COMPENSATION:

• The US base salary range for this full-time position is $50,000 - $57,000. Our salary ranges are determined by role, level, and location.
• The Align Technologies benefit program includes health, dental, and vision coverage. In addition, the company offers disability, life insurance, PTO, and a 401(k) plan.

This is a full-time remote position located in the United States. 

Website: https://aligntech.co/about-us/careers