Implementation Specialist

ESSENTIAL FUNCTIONS

Reasonable Accommodation Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Responsible for planning and leading multiple implementations.
• Works with external clients in the implementation of PV solutions.
• Keeps track of and documents all client implementations in Salesforce, Zendesk and/or Zuper.
• Executes the agreed implementation plan with the client.
• Prepare agendas and provide call notes for all client status meetings.
• Deliver project updates and status reports to internal and external stakeholders.
• Appropriately manage/escalate project issues and risks.
• Manage customer expectations of products and services.
• Ensuring customer satisfaction - Delight the Client.
• Be the voice of the customer by providing and documenting change requests from the customers and delivering feedback to management.
• Be professional, courteous, and tactful in all directions and phone communications.
• Work in partnership with the customers (internal and external) and third-party vendors to provide operational expertise related to the PV Solutions and how they interact with other products.
• Perform special projects and/or other duties as assigned.
• Position is highly visible, and this person represents and advocates for the customers installation/implementation experience.
• Assists in training new hires.
• Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized surveillance systems.
• Communicating with clients throughout the installation process to obtain feedback and approval.
• Planning of installation of systems based on clients' individual needs and specifications from our design team.
• Educating clients on how to use purchased software systems and customized system features.
• Remotely assist and monitor system installations with all necessary components.
• Ensuring that the project team is aware of key deliverables and project milestones.
• Providing scope and time estimates to clients.

POSITION QUALIFICATIONS

Competency Statement(s)

• Relationship Building - Ability to effectively build relationships with customers and co-workers. Ability to tactfully approach others, react well under pressure, treat others with respect and consideration.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Communication - Ability to communicate effectively with others using the spoken word. Ability to write clearly and informatively. Present numerical data effectively. Ability to read and interpret written information.
• Problem Solving - Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
• Ethics - Treat employees and customers with respect. Work with integrity and uphold organizational values.
• Strategic Planning - Ability to develop and create a culture in which the long-range goals can be achieved. Analyze market and competition and adapt strategy to changing conditions.
• Accountability - Ability to accept responsibility and account for own actions.
• Diversity - Show respect and sensitivity for cultural differences. Promote a harassment-free environment and build a diverse workforce.
• Decision Making - Ability to make critical decisions while following company procedures.
• Change Management - Display original thinking and creativity. Develop innovative approaches and ideas and generate suggestions for improving work.
• Business Acumen - Ability to grasp and understand business concepts and issues.

SKILLS & ABILITIES

Experience and Skills:

• Pleasant, tactful, and approachable personality
• Self-motivated, reliable, and willing to work flexible hours. Though these are the normal hours, there are several days each month that you may need to stay an extra hour to get the job completed.
• Strong time management and effective organizational skills, with the ability to think laterally, work under pressure and achieve work deadlines in an environment of competing priorities.
• Strong interpersonal communication and negotiation skills, including the ability to interact effectively with people.
• Basic project management skills.
• The ability to multitask effectively.
• The ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Exceptional communication and customer service skills.
• Detail-oriented

Computer Skills:

• Proficiency in all Microsoft Office and Google applications