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About The Role
The Implementation Team is responsible for the onboarding of all our Premium and Pro customers on the Perk platform, and providing recommendations to optimize the customer experience. We guide new customers from signup to launch, providing consultative, administrative, technical, and educational support to maximize the customer’s experience with the Perk platform.
As an Implementation Specialist, you must be a change management and consultative expert who digs in deeply to understand customer needs and provides customers with a tailored solution that meets their needs. You'll use your platform expertise and stakeholder management skills to build a bridge between platform capabilities and customer expectations. In order to serve the customer beyond the bounds of the platform you'll produce a thoughtful rollout plan that accurately covers the scope of the specific customer’s needs, including immediate travel and a long term success. As an IS, you'll be both a mentor and an example to the Implementation team and across the Revenue organization.
The IS ensures that new customers are fully prepared to use Perk to book their business travel, by executing platform configuration, providing technical support and troubleshooting, and user readiness. This includes configuring customer accounts to their specifications and requirements, providing proactive support on any integrations, as well as coordinating and executing tailored training sessions with key customer stakeholders.
What You’ll Do
- Provide the first impression of Perk to all customers in your portfolio and serve as the first point of contact for customers during the implementation process.
- Define the best onboarding strategy, leading the change within the customer´s org and providing support in any technical aspects related to the integrations and account setup. That means preparing and executing onboarding plans through the use of project management.
- Carry out consultative conversations with customers to collect their requirements.
- Proactively providing customers with recommendations with your experience and data-driven best practice recommendations.
- Drive customer onboarding forward by providing influential recommendations and creating urgency for customer stakeholders.
- Manage the rollout of a new platform for your customers; providing guides, templates, and recommendations to the customer for how to ensure adoption and long-term success of the platform.
- Take full ownership of timeline, rollout plan and handling of the account while the account is in implementation, including directing work through the internal team supporting customers and, in essence, being the subject matter expert in the area of change management.
- Coordinate and conduct training sessions for newly onboarded customers, including executive-level stakeholders and company-wide training.
- Validate customer configuration and account satisfaction by monitoring customer booking behaviour post-implementation and proactively offering support or recommendations.
- Embrace a pattern of execution, assess, improve, repeat and evolve as the team and organization evolve.
- Take on additional projects related to IS Team alignment with other departments. Ensure that project team members have a clear understanding of timelines, tasks, risks and issues.
What We’re Looking For
- 1+ years of relevant professional experience, either as an Implementation Specialist, Sales, Customer Care, Account Management, Project Management or other related roles.
- Demonstrated overachievement against targets/goals & expectations in previous roles.
- English fluency is essential; strong comprehension, writing, and verbal communication skills are required.
Additional attributes of an Implementation Specialist
- Proven track record of successfully managing and delivering complex projects.
- Although Implementation Specialists need to be tech-savvy and understand some basic technical concepts in the area of integrations and open APIs, they do not need to be experts in this area right away.
- Solid level of Project Management, Persuasive Communication, Technical/Business Acumen and Customer Centric Quality Control skills.
- A customer-first mentality; you’ll focus on ensuring a smooth onboarding for your customers and must understand what they need to be a happy customer for the long term.
- Willingness to seek out ways to improve and develop a mindset of continuous improvement.
- Excited by challenges and have a personal drive to make a difference.
- Excellent problem-solving and process optimization skills, with the ability to identify inefficiencies and implement effective solutions.
- Comfortable working in a fast-paced, high-growth environment and managing competing priorities.
