Software Implementation Specialist
Manila / Work From Home, Philippines
SupportNinja Careers – Customer Support /
Full Time /
Remote
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
What does a day in the life as a Software Implementation Specialist look like?
- Manage a portfolio of medium to large scale client implementations
- Responsible for implementation projects for new and existing clients
- Conduct discovery/requirements gathering sessions, providing and maintaining the resulting design documentation throughout the implementation
- Conduct gap analysis of existing client systems and programs; identifying any key challenges and defining solutions so our clients have a smooth transition to clients' products and services
- Provide solution analysis and configuration plans, aligning client specific requirements with project scope, providing exceptional client and value-added service
- Configure the application in accordance with business requirements and processes defined
- Lead executive stakeholder meetings, both internally and client-side
- Consult with clients on how to best manage change within their organization
- Provide feedback to the Product, Development, CS and Sales team on Industry trends
- Work with the Project Manager to update clients on project plans, milestones, and tasks
- Collaborate with Project Manager to create detailed project transition documentation to support end users and the Relationship Management teams once implementations are complete
- Conduct client administrator and end user training sessions via online webinars, over the phone or in-person
- Participate in the creation, implementation, and maintenance of client-facing presentations and documents
- Identify growth and upsell opportunities for the Relationship Management and Sales team
- Maintain an in-depth understanding of client’s suite of products and services
- Contribute to the success of the Client Projects Team, leading continuous improvement initiatives and providing support to team members, for example
- Assist with assessment of cost estimates of client work needed for proposals, statements of work and/or change orders
- Ensure client delight at go-live and after onboarding is complete
What are the required qualifications for a Software Implementation Specialist?
- 2-5 years of experience in a Software Implementation Specialist or Consultant role
- Experience with MS Office (or equivalent i.e. G-Suite)
- Experience in creating workflow diagrams using Visio, Lucid chart, etc.
- Working knowledge or experience with internal collaboration tools such as Jira or Confluence, etc.
- Ability to collaborate and build strong relationships with clients, at operational and leadership levels
- Experience leading and working with cross-functional and/or remote teams to achieve common goals and client outcomes
- Track record in building successful implementation documentation and/or project plans autonomously
- Passion for Client Success
- Excellent organization and time management skills
- Must have experience creating and presenting reports
Having these qualifications are helpful, but not required
- Bachelor’s Degree or Project Management certification/degree and/or Implementation Specialist certificate and/or Change Management certificate
Ninja Perks and Benefits
*Full time employees
● Competitive compensation
● Adherence to government-mandated benefits
● Retirement Savings Program with Company Matching
● Life Insurance
● HMO on day 1
● Paid time off, birthday leave
● Bonus and incentive plans
● Opportunities for skills training and personal and professional development
● Employee Referral Program
● Beautiful office space (for onsite employees)
● Free lunch provided daily (for onsite employees)
Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
