Implementation Consultant
Shiftboard
- Vancouver, BC
- $75,000-110,000 per year
- Permanent
- Full-time
- Manage projects by creating implementation work plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
- Uncover, analyze, and comprehend various system requirements requiring review and consideration of multiple business priorities.
- Advise customers on solution features, configuration options, and system processes and procedures.
- Configure and customize new SchedulePro customer instances, as well as understand and configure interfaces to third-party applications.
- Manage changes to requested solutions, including following the documented change request process for scope and billing management.
- Onboard clients, including creating training material and conducting effective training calls and/or client visits.
- Proactively surface project risks and issues for the team to address and provide consultative guidance and dynamic solutions for any issues.
- Provide proactive outreach at all stages of the implementation lifecycle.
- Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions.
- Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention.
- Participate in customer support standby rotations when the regular support team is unavailable.
- Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro solutions.
- Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution.
- One or more years of experience managing and successfully delivering software implementation projects in consulting companies.
- Two or more years of enterprise application software implementation experience in a consultative role, preferably within a SaaS environment.
- Fluency in Spanish (speaking, reading, and basic writing) is required to effectively communicate with our LATAM customers and ensure a positive experience.Excellent communication and presentation skills.
- Must be personable and enjoy working with people in an entirely customer-facing role.
- Knowledge of project management/delivery tools like Smartsheet, Microsoft Project, Azure DevOps, Jira, and Confluence.
- Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured.
- Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision.
- Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues.
- Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation.
- Working knowledge of Scrum and other Agile methodologies.
- Bonus: previous experience with programming or ability to write simple database queries and scripts.
- Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, and ticketing/tracking systems.
- Experience in the Workforce Management domain preferred.
- Experience with Salesforce (or other CRM) desired.
- Ability to travel (job requires up to 30% travel).
- Comfortable working as needed in a remote environment with video-conferencing tools.
- Competitive wages
- ESPO (employee stock option program)
- MyFlex Extended Health: Prescription/Para Medical/Dental/Vision – with options to customize coverage
- 3 weeks paid vacation annually to start
- Flexible hours and 12 paid holidays per year
- Flexible/hybrid work environment
- $1,200 per year for home office expenses
- $100 monthly commuter subsidy
- Employee wellness program
- Charitable donation match
- Career advancement opportunities