Implementation Consultant

Job Description

The Onboarding Specialist is a critical role responsible for ensuring the seamless onboarding and successful launch of clients on our SaaS e-commerce platform. This role involves acting as a technical expert, managing a portfolio of projects, and delivering a high-quality onboarding experience within specified time and budget constraints. The successful candidate will work with a range of clients, from mid-market self-service to enterprise-level, setting appropriate expectations, improving processes, and ensuring consistent client satisfaction. Responsibilities: Platform and Technical Expertise: Act as a platform expert and technical subject matter expert during the launch phase, handling technical questions and queries from clients (software, data feeds, API, FTP). Provide feedback to Product Management for product features and enhancements. Develop additional client resources like videos and webinars and provide expertise for cross-training others within the company. Client Onboarding: Set up, customize, and optimize customer accounts. Deliver training sessions to client user groups using established methodologies tailored to specific customer needs. Work on configuration and troubleshooting during the customer onboarding process. Transition clients to the Support team following the implementation phase. Collaboration and Communication: Collaborate with Sales, Business Development, Engineering, Product Management, Customer Success Managers (CSM), and Account Strategy Managers (ASM) to ensure seamless customer transitions and mitigate blockers. Stay informed about the status of ongoing projects to maintain momentum. Effectively communicate technical information to both technical and non-technical audiences. Requirements: Fluent in both written and spoken English. Additional language beneficial. Experience and/or strong knowledge of API (REST and SOAP). Experience working with product data feed formats (XML, TXT, CSV, JSON) and familiarity with FTP protocols. Strong working knowledge of Excel and HTML. Minimum 2 years' experience in SaaS onboarding. Demonstrated ability to manage multiple complex projects in tandem. Demonstrable problem-solving skills and a positive attitude. Strong time management skills and the ability to prioritize tasks effectively. Excellent documentation skills. Experience in developing and delivering software training curriculum. Strong oral and written communication and presentation skills. Preferred Qualifications: Demonstrated experience with providing guidance for API integrations. Experience working with enterprise-level clients and in the e-commerce industry. Experience with remote-based training tools. Project Management Experience or Qualifications.