Implementation Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete customer experience throughout the solution implementation process.

• Facilitate the onboarding of clients for eFax Corporate, jSign Enterprise, and Athena Fax2Direct.

• Install, configure, and develop automation workflows utilizing the SST application.

• Set up, configure, and construct All Access solutions on customer servers.

• Drive the implementation of Clarity CD while adhering to CCSI project implementation standards.

• Provide project status updates and summaries via weekly calls, emails, and meetings.

• Lead knowledge-transfer sessions and maintain documentation of progress in tracking systems.

• Organize, schedule, and conduct training sessions for customer projects.

• Educate customers on the Consensus eFax product suite and Consensus Summit Automation tools, including All Access.

• Engage actively in team scrums and collaborate with cross-functional teams.

• Assist the product team with Clarity AI prompting and train AI to locate essential data.

• Offer internal feedback regarding products and solutions.

• Broaden product knowledge across the team’s range of products and solutions.

• Advocate for customer requirements based on current market conditions.

• Optionally participate in on-call responsibilities for the CS Support team.

• Carry out other assigned or requested tasks.

⛳️ Requirements

• A minimum of 2 years of customer service experience involving direct client interaction and issue/task resolution responsibilities.

• At least 2 years of hands-on experience in troubleshooting technical issues.

• Exceptional organizational, presentation, and both verbal and written communication skills.

• Capacity to analyze, design, recommend, and document workflows alongside clients.

• Ability to categorize issues as system, training, or process-related and suggest suitable corrections.

• Experience with automation tools (scripting) is preferred.

• Strong critical thinking, resourcefulness, initiative, and attention to detail.

• Outstanding time management and organizational capabilities.

• Ability to work autonomously, manage multiple tasks, prioritize responsibilities, and adapt to shifting priorities.

• Bachelor’s degree or equivalent work experience.

• Over 2 years of experience with electronic faxing (a standout qualification).

• Over 2 years of experience with automation tools (scripting) (a standout qualification).

• Over 2 years of training experience, whether in person or remote (a standout qualification).

• Fully remote role available within the U.S.

• Must be available to support East Coast operations while located in Eastern Time or Pacific Time, starting at 6:00 AM PT.

• No sponsorship eligibility.

• Must be a U.S. citizen or green card holder, residing in the U.S. for at least 3 consecutive years.

• Successful completion of an extensive Federal Government background check for a Public Trust Position.

• Ability to sit for extended periods and manage long durations of screen time.

• Requirement for reliable, high-speed internet connectivity.

🏝️ Benefits

• Annual performance bonus.

• Employee Stock Purchase Plan (ESPP).

• Enhanced time off packages.

• Comprehensive benefits.

• Fully remote work opportunity within the U.S.

• Up to 10% travel required.

• Requirement for reliable, high-speed internet for remote work.