ZipRecruiter
Software Product Implementation Engineer
ZipRecruiter, Herndon, Virginia, United States, 22070
Job DescriptionJob DescriptionWe are seeking a
highly motivated Implementation Specialist
to join our team. This client-facing role is responsible for successfully implementing our
software solutions , ensuring high customer satisfaction, and providing post-go-live support. The ideal candidate will have
strong business software knowledge , experience in system configuration, and the ability to collaborate effectively between clients and technical teams.
Key Responsibilities:
Implementation & Client Engagement:
Lead
end-to-end implementation
of our software solutions, ensuring seamless deployment and high client satisfaction.
Gather and analyze
business requirements
to configure and optimize system functionality based on client needs.
Conduct
training sessions
to ensure clients are well-prepared to use the system effectively upon go-live.
Develop and manage
implementation plans , ensuring on-time project delivery.
Schedule and facilitate
client meetings, training sessions, and system configuration discussions
in advance.
Act as the primary point of contact for clients during the implementation phase, ensuring a smooth transition.
Track project milestones and proactively
identify and mitigate risks
to ensure a successful rollout.
Technical Support & Issue Resolution:
Provide
Tier 1 support , troubleshooting technical issues and escalating complex issues to
Tier 2 or Tier 3
as needed.
Collaborate with the
product and development teams
to resolve client-reported issues effectively.
Maintain an issue
tracking system , ensuring all reported problems are documented and resolved within SLAs.
Assist with post-live support, answering client inquiries, troubleshooting issues, and ensuring continued client success.
Process Improvement & Documentation:
Maintain and update
implementation documentation, knowledge base articles, and help sheets .
Provide feedback to the
product development team
on system enhancements and feature improvements.
Support internal staff with
system configurations, onboarding, and training .
Utilize
CRM and ticketing systems
to track tasks, client requests, and implementation progress.
Collaboration & Reporting:
Participate in
weekly client and internal scrum meetings , providing updates on issue resolution and project progress.
Work closely with
cross-functional teams
to ensure alignment between technical and business requirements.
Track and report on
implementation metrics , identifying areas for improvement.
Maintain compliance with
company policies, client contracts, and industry regulations .
Qualifications & Skills:
2+ years
of experience in software implementation, system configuration, or technical support.
Strong
analytical and problem-solving skills
with a customer-centric approach.
Excellent
verbal and written communication
skills for client interactions and training sessions.
Ability to
manage multiple projects simultaneously
in a fast-paced environment.
Experience with
CRM, helpdesk software, and ticketing systems .
Familiarity with
business process automation, contract lifecycle management (CLM), or FOIA systems
is a plus.
Basic
SQL knowledge
or experience with system integrations is an advantage.
Ability to travel occasionally, if required.
This is a remote position.
highly motivated Implementation Specialist
to join our team. This client-facing role is responsible for successfully implementing our
software solutions , ensuring high customer satisfaction, and providing post-go-live support. The ideal candidate will have
strong business software knowledge , experience in system configuration, and the ability to collaborate effectively between clients and technical teams.
Key Responsibilities:
Implementation & Client Engagement:
Lead
end-to-end implementation
of our software solutions, ensuring seamless deployment and high client satisfaction.
Gather and analyze
business requirements
to configure and optimize system functionality based on client needs.
Conduct
training sessions
to ensure clients are well-prepared to use the system effectively upon go-live.
Develop and manage
implementation plans , ensuring on-time project delivery.
Schedule and facilitate
client meetings, training sessions, and system configuration discussions
in advance.
Act as the primary point of contact for clients during the implementation phase, ensuring a smooth transition.
Track project milestones and proactively
identify and mitigate risks
to ensure a successful rollout.
Technical Support & Issue Resolution:
Provide
Tier 1 support , troubleshooting technical issues and escalating complex issues to
Tier 2 or Tier 3
as needed.
Collaborate with the
product and development teams
to resolve client-reported issues effectively.
Maintain an issue
tracking system , ensuring all reported problems are documented and resolved within SLAs.
Assist with post-live support, answering client inquiries, troubleshooting issues, and ensuring continued client success.
Process Improvement & Documentation:
Maintain and update
implementation documentation, knowledge base articles, and help sheets .
Provide feedback to the
product development team
on system enhancements and feature improvements.
Support internal staff with
system configurations, onboarding, and training .
Utilize
CRM and ticketing systems
to track tasks, client requests, and implementation progress.
Collaboration & Reporting:
Participate in
weekly client and internal scrum meetings , providing updates on issue resolution and project progress.
Work closely with
cross-functional teams
to ensure alignment between technical and business requirements.
Track and report on
implementation metrics , identifying areas for improvement.
Maintain compliance with
company policies, client contracts, and industry regulations .
Qualifications & Skills:
2+ years
of experience in software implementation, system configuration, or technical support.
Strong
analytical and problem-solving skills
with a customer-centric approach.
Excellent
verbal and written communication
skills for client interactions and training sessions.
Ability to
manage multiple projects simultaneously
in a fast-paced environment.
Experience with
CRM, helpdesk software, and ticketing systems .
Familiarity with
business process automation, contract lifecycle management (CLM), or FOIA systems
is a plus.
Basic
SQL knowledge
or experience with system integrations is an advantage.
Ability to travel occasionally, if required.
This is a remote position.