Implementation Specialist

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

📋 Description

• Instruct clients on the effective use of the platform, ensuring they derive maximum value through education, best practices, and innovative setup.

• Inform users about the functionalities of both existing and new product features, highlighting how the platform can support their business goals.

• Provide outstanding service, resolve any issues that may arise, and guarantee that every client is pleased with the resolution of their inquiries during the onboarding process.

• Recognize educational and training gaps through consistent and ongoing engagement with potential, new, and existing clients, along with internal teams.

• Oversee client onboarding, training, and support activities for new clients via Zoom, Email, Slack, and project management systems.

• Develop documentation and video tutorials to assist users in understanding features and settings.

• Collaborate with cross-functional teams to enhance the overall client experience by offering product feedback, suggestions, and escalations to other departments.

• Report bugs and feature requests to the engineering team.

• Manage onboarding projects and processes, including scheduling and completing tasks according to established milestones.

⛳️ Requirements

• Demonstrated history of successfully onboarding new clients to a software solution.

• Prior experience in a tech company characterized by a fast-paced, dynamic, and client-facing work environment.

• Experience in a SaaS company is highly advantageous.

• Familiarity with a CRM system (such as Salesforce or Hubspot).

• Experience engaging with clients across all levels and roles, including CEOs.

• Capacity to work autonomously as well as collaboratively in cross-departmental projects, developing opportunities that further enable clients to maximize their use of Fellow.

• Outstanding written and verbal communication skills in English.

🏝️ Benefits

• Regular feedback on your impact on company growth.

• Opportunities to socialize and connect with team members.

• Scheduled performance reviews.

• Flexibility in work arrangements.