What is great about working for Foundation? Plenty! We have a fun, casual, yet hard-working culture that invests in our employees, promotes creativity, and delivers on our reputation. Would you like to work for a company that offers manicures and pedicures in the office? We do! How about massages, house cleaning, laundry service, monthly car washes, catered lunches Wednesdays and a monthly happy hour - we offer all this and more!
At Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also, some comforts of home, there is a full kitchen, free coffee and specialty flavors, soft drinks, and snacks.
Position Summary
The Implementation Specialist plays a pivotal role in ensuring the smooth deployment and successful implementation of the Foundation family of products. This position requires a client-focused professional who is passionate about delivering outstanding service, providing top-tier consulting, and ensuring clients achieve optimal outcomes. In addition to assisting clients with onboarding and troubleshooting, the role also involves travel for onsite client needs and presenting at client events and webinars. The Implementation Specialist will maintain strong relationships with clients, support internal teams, and contribute to the growth and success of our software solutions.
To set you up for success, the onboarding process for this role includes a dedicated immersion period within our Support team which includes comprehensive training classes and time in roles such as Software Support and "Bench" Implementation Specialist. We've found that spending time on the "front lines" is the best way to introduce you to the software; it allows you to learn the product by solving real-world challenges before you transition into leading full-scale client implementations.
Essential Functions and Responsibilities
- Deliver high-quality, customized training sessions to clients both online and onsite, ensuring clients understand and maximize the use of the software.
- Oversee the successful initial setup and implementation of clients' software, ensuring it meets their unique needs and objectives.
- Provide expert-level consulting services to both new and existing clients. Offer tailored guidance to help clients optimize their use of the product and achieve their business goals.
- Proactively identify and address client issues, questions, and concerns throughout the implementation process. Escalate critical issues to management for swift resolution.
- Foster long-term relationships with clients, ensuring their satisfaction with the software and the implementation process. Respond promptly to inquiries, offering professional and efficient support.
- Travel to client sites (up to 20% of time) to facilitate onsite meetings, training, and support.
- Prepare and present relevant content and product demonstrations during client events and webinars. Engage clients with impactful presentations, showcasing best practices and real-world examples of how to use the software.
- Work closely with internal departments, including product and technical teams, to address and resolve any technical challenges clients may encounter during implementation.
- Maintain accurate records of client progress, issues, and communication. Ensure thorough documentation of client interactions and keep systems updated with relevant information.
- Stay up to date with the latest product features, industry trends, and best practices. Actively participate in internal training and professional development opportunities.
- Serve as a professional representative of the company by maintaining a positive and solutions-oriented attitude. Demonstrate exceptional communication skills and empathy with clients, fostering an environment of trust and collaboration.
- Provide technical support to clients using payroll and accounting software, addressing issues via phone, email, or web.
- Troubleshoot and resolve software-related problems, ensuring clients can efficiently process their daily tasks such as estimating, payroll, accounting functions, etc. and resolve discrepancies.
- Track client issues using call-center software and ensure accurate and timely documentation of all support cases.
- Track and manage support tickets to ensure timely resolution and follow-up with clients as necessary.
Required Skills and Experience
- Proven ability to independently manage and address complex client situations while adhering to established protocols.
- Excellent time management skills, with the ability to prioritize and handle multiple tasks efficiently.
- Strong communication and interpersonal skills, with a positive, customer-focused attitude and the ability to convey technical information in an accessible manner.
- Superior organizational skills, with a keen eye for detail and accuracy.
- Ability to maintain a high level of professionalism and empathy, even in challenging situations.
- Experience with Microsoft Word and Excel; working knowledge of other productivity tools (e.g., PowerPoint) is a plus.
- Strong analytical skills, with basic accounting knowledge being an advantage.
- Reliable and dependable, with proven punctuality and consistent work performance.
- A valid driver's license with a clean driving record acceptable to the company's insurance standards.
- Ability to travel up to 20% of the time to client locations for in-person training, meetings, and events.
- Experience in a similar client-facing role, particularly in software implementation, customer success, or IT consulting.
- Strong problem-solving skills with the ability to troubleshoot complex issues independently while following established protocols.
- Superior organizational skills and the ability to manage multiple support tickets simultaneously while prioritizing tasks effectively.
- Background in a relevant field, such as project management, business consulting, or technical support.
Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!
Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 20-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.
Let us start your future at Foundation!
Foundation Software is an Equal Opportunity Employer.
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