Implementation Specialist Jobs in Remote, Canada
Create alert for “Implementation Specialist”
Remote, Canada
About the role
Who you are
- A proven track record of successful onboarding of new clients to a software solution is a must
- Previous experience in a tech company that was a fast-paced, changing, dynamic, client-facing work environment. Experience in a SaaS company is a strong asset
- Experience working with a CRM (like Salesforce, Hubspot)
- Experience working with clients at all levels and roles up to CEOs
- Ability to work independently and in a team, in cross-departmental projects, and develop opportunities that further help clients maximize their use of Fellow
- Exceptional written and verbal skills in English
What the job involves
- We are looking for an Implementation Specialist to join the Customer Success Team to ensure that customers receive well-managed, tailored onboarding to increase adoption by making sure every user of Fellow has success using the product
- The Implementation Specialist's main focus is to ensure a successful and smooth transition of clients from the sales process into adoption and creating long-term product champions
- This role will also be responsible for creating product-focused resources and finding new opportunities for customers to extend their use of Fellow within their organization
- Train clients to properly use the platform and ensure they are maximizing the value of the platform through education, best practices, and creative set-up
- Educate users on how existing and new product features work, and how the platform can contribute to their business objectives
- Deliver exceptional service, troubleshoot issues that arise, and ensure every client is satisfied with the handling of questions/issues during their onboarding experience
- Identify education and training gaps through regular and ongoing interaction with potential, new, and existing clients, as well as internal teams
- Manage client onboarding, training, and support tasks for new clients via Zoom, Email, Slack, and project tracking systems
- Create documentation and video tutorials to educate users about features and settings
- Collaborate in cross-functional teams to improve the overall client experience by providing product feedback, recommendations, and escalations to other departments
- Report bugs and feature requests to the engineering team
- Manage onboarding projects and processes, including scheduling and completing tasks on established milestones
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About Fellow
Fellow is on a mission to help people brew ridiculously good coffee at home. Inspired by the need for high quality equipment to properly brew high quality coffee, Fellow brings the confidence of the specialty coffee world into the lives of everyday coffee lovers, from the curious to the prosumer.
Fellow’s products and services include: kettles, grinders, French presses, mugs, and a seasonal selection of exclusive, limited release coffee from roasters around the world. Fellow’s Stagg EKG Electric Kettle, Ode Brew Grinder and Carter Move Mug have won a number of renowned awards and accolades, including the Specialty Coffee Association Awards, the Red Dot Design Award, and the Dezeen Awards.
Founded in 2013, by CEO Jake Miller, Fellow is headquartered in San Francisco, Calif. For more information about Fellow and to learn about career opportunities, visit jobs.lever.co/fellowproducts.