Member Implementation Advisor

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Collaborate directly with new members to comprehend their objectives, current processes, and operational requirements.

• Assist members in formulating practical implementation strategies that align with organizational goals.

• Support members throughout the implementation journey, from initial onboarding to successful software adoption.

• Recognize challenges, suggest solutions, and aid members in making informed decisions regarding configuration and usage.

• Conduct engaging and accessible software training sessions for individuals as well as groups.

• Tailor communication and teaching methods to suit various audiences, experience levels, and learning styles.

• Clearly and relevantly explain software features and workflows.

• Empower members to develop the knowledge and confidence necessary for independent software management.

• Foster positive, professional relationships with members throughout the implementation process.

• Ensure clear communication, manage expectations, and confirm that members are aware of the next steps.

• Introduce members to additional tools, resources, and services that support their objectives.

• Collaborate with different teams to address challenges and ensure a seamless member experience.

• Keep accurate records of implementation activities, member progress, and follow-up requirements.

• Identify opportunities for improvement in implementation processes, training materials, and the overall member experience.

• Relay member feedback and insights to internal teams.

⛳️ Requirements

• Proven experience in a client-facing role, preferably within a SaaS or technology setting, such as implementation, customer success, onboarding, training, or operations.

• Excellent communication and presentation skills, with the capability to convey technical concepts clearly to varying audiences.

• Skill in assessing customer needs, posing insightful questions, and recommending effective solutions.

• Comfort with learning new software, troubleshooting issues, and navigating various technology platforms.

• Strong organizational skills and attention to detail, with the ability to manage competing priorities and follow-up tasks.

• Capability to work independently while effectively collaborating with team members across departments.

• Familiarity with productivity, communication, and customer management tools such as Microsoft Office, HubSpot, Zoom, ClickUp, Intercom, or similar platforms.

• A proactive and adaptable approach to problem-solving, demonstrating a commitment to delivering a positive member experience.

• Must reside in the United States or Canada.

• Availability to work during Pacific or Mountain Time Zone business hours is required.

• Nice to have: Previous experience in implementing or training others on SaaS products.

• Nice to have: Experience with Better Impact software.

• Nice to have: Background in volunteer management, nonprofit operations, or other mission-driven sectors.

• Nice to have: Experience in developing or enhancing onboarding processes, training materials, or customer workflows.

• Nice to have: Familiarity with utilizing data, feedback, or performance metrics to enhance customer experiences.

🏝️ Benefits

• Unlimited paid vacation (United States).

• Health and dental insurance (United States).

• 401(k) retirement plan (United States).

• 20 days of paid time off per calendar year (Canada).

• Medical benefits provided through Sun Life (Canada).

• Registered Retirement Savings Plan (RRSP) matching program through Canada Life, with employer matching contributions of up to 3% and a two-year vesting period (Canada).