What are the responsibilities and job description for the Implementation and Partner Support position at Kuder Inc?
Position Overview:
The Implementation & Partner Support role is responsible for delivering an exceptional partner experience throughout the customer lifecycle, from implementation and onboarding to ongoing technical support and relationship management. This position serves as a primary point of contact for Kuder partners by coordinating implementation projects, managing onboarding activities, providing technical and application support, and collaborating with internal teams to ensure successful adoption of Kuder products and partner solutions.
This role combines customer success, technical support, and operational and onboarding responsibilities to ensure partners receive timely, accurate, and high-quality service while maintaining strong relationships with internal and external stakeholders.
Essential Job Functions:
Client Implementation and Onboarding
- Manage the implementation and onboarding of Kuder products and partner vendor solutions.
- Serve as the primary implementation contact for assigned clients or as a member of larger implementation project teams.
- Coordinate project timelines, milestones, deliverables, and implementation activities.
- Facilitate order processing and onboarding through Kuder's Client Site Administration (CSA) and CRM systems.
- Configure user authentication, account provisioning, and system setup.
- Communicate onboarding instructions and implementation expectations to clients.
- Consult with clients to clarify orders, requirements, and implementation questions.
- Manage renewal reminders and onboarding communications.
Partner Support & Customer Service
- Serve as the first point of contact for customer inquiries received through phone, email, chat, and other communication channels.
- Provide timely technical support and troubleshooting for Kuder products and partner applications.
- Investigate, document, and resolve customer issues or escalate concerns as appropriate.
- Maintain accurate records of customer interactions within the CRM system.
- Conduct online demonstrations and training sessions to support product adoption and customer education.
- Provide post-implementation support to ensure successful adoption and customer satisfaction.
Partner Operations
- Manage implementation activities associated with third-party partner vendors.
- Develop expertise in partner products and integration processes.
- Support business processes related to partner implementations and vendor relationships.
- Participate in testing and readiness activities for new product releases.
- Assist in developing improved onboarding processes and operational efficiencies.
- Monitor CRM data integrity and maintain accurate customer information.
- Provide renewal reminders and assist with renewal communications.
- Support training and mentoring of new team members.
Requirements:
- Three to five years of experience in customer success, implementation, project coordination, technical support, account management, or customer service.
- Experience supporting SaaS software implementations or technology solutions preferred.
- Experience working with CRM systems.
Skills and Abilities:
- Exceptional customer service and relationship-building skills.
- Strong verbal and written communication skills.
- Excellent project management and organizational abilities.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to explain technical concepts to non-technical users.
- Strong attention to detail.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint).
- Experience with CRM platforms and webinar software.
- Working knowledge of SQL, databases, or software integrations is a plus.
- Ability to work collaboratively across departments.
- Self-motivated with a continuous improvement mindset.
- Ability to quickly learn new technologies and software applications.
Professional:
Ability to follow Kuder’s culture and values:
- Attitude is Everything – We believe we have more potential to accomplish goals, develop resiliency, and make improvements when we choose to lead with a positive attitude.
- Create Partnerships – We create genuine, flexible, and long-term partnerships that cultivate collaboration and support for achieving common goals.
- Deliver Success – We drive results and reach our goals with passion, urgency, and a commitment to excellence. We are accountable and encouraging as we collectively celebrate our victories and turn setbacks into progress.
- Foster Innovation – We promote innovation and welcome ideas. We are curious, we listen, and we take action to elevate and improve how we deliver reliable solutions.
- Thrive Together – We invest in an authentic environment where our team is motivated, supported, and successful. We respect all voices and experiences as we work together for meaningful growth.