Implementation Specialist Jobs

WrightPlan Inc. develops software that fulfills the operational needs of rigging, machinery moving, crane, and millwright companies.

Our goal is simple: make our customers’ businesses better by providing them with easy-to-use, cost-effective software that streamlines everything from estimating to invoicing and everything in between. With software that continues to evolve and grow, we are seeking an experienced Implementation Specialist to join our team.

As part of the implementation team, you will be responsible for all aspects of the onboarding lifecycle, enabling customers to have a seamless transition into WrightPlan while providing an exceptional customer experience. You will collaborate with teams across the organization to implement services in scope, provide guidance on best practices, and drive implementation progress. You are regarded as a trusted advisor helping ensure the solutions meet each customer’s requirements.

Your Responsibilities:

• Configure and set up WrightPlan Software and our customer’s data so that each customer is prepared and enabled for their launch.
• Deliver live software Training sessions to drive user adoption either online or on-site at the customer's location.
• Identify upsell opportunities when appropriate.
• Build strong relationships with customers, ensuring their retention and full satisfaction.
• Be responsible for documenting all client project activity and maintaining a minimum number of billable hours per month.
• Manage multiple customer onboarding and implementation projects from kick-off to launch with defined project plans.
• Investigate and/or escalate customers’ technical issues and ensure their resolution, as well as assist with Customer Support tickets.
• Lead our customers in the direction of success and continue to grow our customer advocates and the WrightPlan footprint throughout North America.
• Provide exceptional service experience throughout the customer’s onboarding journey.
• Form strong partnerships with internal teams (Development, Sales, Account Management, Support, and Product) to drive timely implementations with a seamless handoff experience to our Customer Success team and ensure the voice of the customer is heard.

What You Need:

• Ability to collaborate effectively with customers and other team members.
• Detail-oriented, with well-organized and disciplined work habits and demonstrated capability for problem-solving.
• Experience gathering business and technical requirements from current and potential customers.
• Solid understanding of the Software Development Lifecycle and Release Management processes.
• 3+ years of Software Training experience
• Ability to define and manage detailed project plans.
• Must be willing and able to travel periodically throughout North America
• 3+ years of customer onboarding/implementation experience at a tech company combined with related business or technical education.
• Ability to organize, prioritize and work independently.
• Must be willing to work from our uptown Waterloo office at least 3 days a week (hybrid).
• Clear ability to convey a concept to a variety of audiences.
• Strong written, verbal, and presentation skills combined with strong interpersonal skills.
• Previous experience working with external customers is essential.
• Experience building customer relationships based on trust and commitment.
• Motivated, self-starter with a passion for life-long learning.

Job Type: Full-time

Benefits:

• Disability insurance
• Life insurance
• On-site parking
• Extended health care
• Hybrid work (3 days at the office in uptown Waterloo)
• Dental and Vision care
• Competitive salary
• Paid time off
• Casual dress