Posted: 14-Dec-22
Location: Remote, North Carolina
Type: Full Time
Categories:
Preferred Education:
Internal Number: REF62
As an Implementation Consultant, you will be responsible for implementing, onboarding, and training clients on ServiceTrade products. This includes gathering, reviewing, and transcribing clients’ data and transforming it into ServiceTrade (forms, pick lists, work flows). We are looking for a candidate who has implementation and customer service experience, excellent communications skills, is organized and analytical, has experience working with data in Excel and mySQL, is team-oriented, self-motivated, and is able to handle multiple projects at one time. A natural curiosity, intelligence, grit, and focus on learning and improving day over day is required. For this position we are looking for someone with sales or service expertise in the fields of mechanical, electrical, and plumbing.
Key Responsibilities and Activities
- Work directly with clients through discovery, design, and training to onboard clients to ServiceTrade products that meet their business needs, focused primarily on NorthBoundary.
- Teach customers to enhance their processes to maximize the value they receive from ServiceTrade products.
- Communicate with clients to execute swift and accurate data conversion.
- Conduct training sessions with clients and end users.
- Provide ongoing support via phone and email
- Execute plans for assigned projects including 1-on-1 consultative sessions with clients.
- Assist customers with implementation questions related to products & services.
- Proactively communicate successes/failures to internal and external stakeholders.
- Leverage tooling and maintain documentation that supports successful implementation.
- Provide feedback to improve external and internal project resources.
- Collaborate with other departments to find customer solutions when needed.
- Mentor Implementation Specialists, Project Managers, and Support Specialists, in your area of expertise (MEP).
Required Knowledge, Skills, and Experience
- 2-4 years in a role related to Mechanical, Electrical, or Plumbing service with a commercial contractor
- 4 year degree or at least 3 years of customer service experience (ideally in SaaS environment)
- Mechanical engineering degree is a plus
- Sales background in commercial services / MEP is a plus
- Ability to travel up to 25% of the time
- Exceptional listening, communication, and presentation skills
- Ability to become the Subject Matter Expert of ServiceTrade and NorthBoundary
- Strong organizational/time management skills
- Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
- Highly organized with an ability to prioritize activity and quickly make autonomous decisions in a team environment
- Proficiency with Google Apps, service-related applications, and Zoom
- Ability to manage multiple clients and projects
- Demonstrates a strong work ethic and personal integrity
- Proven ability to deliver superb customer experiences
- Displays creative ability to re-engineer work processes to better the group
- Demonstrates ability to take on challenging customers and projects with ease
- Can think analytically and collaborate with team and clients
