Implementation Consultant

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.