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
ServiceTrade makes software as a service (SaaS) applications for commercial service contractors. Contractors use ServiceTrade’s mobile and web applications to streamline service operations, sell more services, and engage customers online to earn revenue growth averaging over 23% year-over-year. Since its 2012 founding in Durham, NC, ServiceTrade has been trusted by more than 1000 commercial contractors to run their service business.