About Thentia

Thentia Cloud is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. A company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Further, Thentia Cloud’s solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development. 

About the role:

As a Software Implementation Specialist, you play a crucial role ensuring a smooth and efficient onboarding experience for new customers onto Thentia Cloud, our SaaS platform. As a customer-facing team member, you will provide world-class customer service and work collaboratively with our customer to understand their requirements and expectations throughout the implementation life cycle. Your role will play an integral part of the customer’s implementation journey and will require excellent troubleshooting skills, and a positive mindset. You will be the internal expert on your customers’ processes and the business value that Thentia Cloud is delivering for them. You will support various teams in the quality assurance, development, and training aspects of the implementation project. This will require a firm understanding of the customer's requirements and expectations, excellent communication skills, and keen analytical skills as well as a complete picture of the project.

Responsibilities:

• Collaborate with customers to determine the best configurations for the customer’s business needs and long-term usage of the product
• Configure and document the product to meet the needs and requirements of the customer using configuration interfaces, JSON, JavaScript, and SQL Queries
• Provide excellent customer service to customers by phone/video, email and via web
• Become proficient with the product and translate customer requirements to capabilities of the product
• Advise customers on the preparation of their existing data for migration
• Perform data mapping from customer source to Thentia target
• Collaboration with internal teams such as Quality Assurance and Training to gain additional insight on the customer needs and requirements to ensure efficient onboarding of the p timely and complete implementation process
• Provide regular status updates on implementation deliverables and milestones through defined processes with both customers and internal stakeholders
• Balance multiple concurrent projects within set workload expectations
• Build strong partnerships with the Thentia teams in order to efficiently deliver value to your customers

Qualifications:

• Bachelor's degree, college diploma in related field and/or equivalent experience
• 2 years of SaaS software implementation, customer service and/or transferable experience
• 1 year working with JSON, JavaScript and SQL Queries
• Strong interpersonal skills including collaboration, clarity in communication, managing expectations, enthusiasm and friendliness
• Strong organization skills and superb capabilities with managing multiple high priority projects simultaneously and successfully
• Excellent communication skills (both verbal and written) to ensure all parties are kept abreast of the implementation process (both internally and externally)
• Working knowledge of SaaS solutions in the cloud
• Learner’s mindset with drive and ability to consistently improve knowledge and abilities

Nice to have:

• Knowledge of professional licensing and/or regulation experience

We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted. 

Compensation:

Thentia provides employees with a competitive base salary along with:

• Full Health Insurance coverage
• Flexible paid-time-off, including vacation and wellness days
• Parental Leave
• Employee Stock Option Plan
• Year-end bonus potential
• Remote or Hybrid working options (as position allows)
• Professional development & training, including Udemy Business

Our commitment 

Thentia is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are building products for a diverse world and are committed to building and fostering an environment where our employees feel included, valued, and heard, which enables us to make commerce better for everyone. We strongly encourage applications from racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, provincial, or local laws in the regions we operate. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, or internships.