Job Details
Level: Experienced
Job Location: Remote - Richfield, OH
Position Type: Full Time
Salary Range: Undisclosed
Description
Summary: This role prepares the customer for success by coordinating and facilitating the strategic deployment of their selected SaaS platform. The IC2 role owns the customer experience throughout the on-boarding phase of the customer lifecycle and the administration of end user training. This role will oversee high-profile implementations and interact with all new and existing customer types, including system administrators. The IC2 will assist in the training of IC1 roles and serve as subject-matter expert for at least two of the N360 product offerings.
Duties / Responsibilities:
- Coordinate and manage the on-boarding strategy and implementation/technology integration timeline with customer
- Maintain a deep level of awareness and understanding of the various Navigate360 SaaS platforms and able to effectively communicate the value and functionalities of each.
- Serve as an implementation subject matter expert across three or more of the Navigate360 product offerings
- Able to effectively exercise independent discretion to drive customer participation in set up and training aspects of on-boarding for strategic implementations
- Support the training of IC 1 team members and act as mentor for ongoing IC 1 development
- Understands industry terminology and needs/requirements
- Create/design customer training guides and webinar content
- Conduct effective and engaging training across multiple formats (live to many, virtual live to many, recorded, individual and needs based sessions)
- Effectively adhere to implementation timeline with the customer
- Complete system integrations and confirm functional
- Evaluate depth of knowledge all user types relative to their needed expertise level
- Confirm customer expectations are being met for product
and staff training rollout
- Provide customer feedback to Product Owners
- Report customer “pulse” evaluation (include in health metrics)
- Maintain clear customer records for on-boarding progress within designated tool
- Conduct advanced product demonstrations to assist in sales meetings, RFP responses and other situations where expertise is needed.
- Maintain competitive understanding of Navigate360’s primary competitors.
- Ensure a timely response to customer requests
- Other duties as assigned
Qualifications
Required Qualifications:
- Bachelor’s or Associates Degree or equivalent combination of advanced education and experience
- 3+ years of customer software training over the phone
- Passion for helping and satisfying customers
- Excellent analytical and problem-solving skills
- Excellent verbal and written (email) communications skills
- Dynamic communication presence
- Execute detailed configuration procedures
- Experience documenting processes and creating customer-facing quick-reference materials.
- Highly competent in Salesforce (Lightning), PC/Mac operating systems and Microsoft Office365 Applications
Preferred Qualifications:
- Bachelors degree
- 4+ years of relevant experience
- Microsoft MCSE (Microsoft Certified Solutions Expert)
- Bilingual English/Spanish
Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position will require work to be performed outside of normal business hours based on Company operations.
Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing, and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting, and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.
Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.
