Implementation Specialist

What you'll do:

• Provide professional implementation and support services to clients resulting in smooth, well-coordinated implementations.
• Perform new client setup and configuration
• Follow established implementation processes and implementation guidelines for new clients or new services to existing clients. Help create new processes for new products.
• Effectively and efficiently train new clients to use the application.
• Provide support services, develop solutions, and educate clients in the various stages of the product implementation cycle.
• Document all client calls, emails, and any other communication and enter the information into the Client Care CRM (Salesforce.com)
• Proactively communicate to clients improvements in utilization of products and services; attempt to minimize future support
• Ensure proper and consistent communication of status to the client
• Review and understand client use cases to understand the client’s business, successfully integrating client needs with product offerings and solutions.
• Act as the client’s technical advocate within the company
• Occasional after-hours and weekend availability to support on-call schedule during significant events (such as hurricanes).
• Follow established escalation protocol and seek advice or assistance from the Implementation Manager as required during difficult client situations. Work in conjunction with Everbridge client support colleagues to ensure effective resolution of technical issues encountered during implementations.
• Travel to support implementations that require on-site support and on-site training. Primarily domestic, but will likely include global travel as well.
• Recognize and identify potential areas where existing implementation policies and procedures require change, or where new ones need to be developed, particularly to facilitate company growth and product expansion

What you'll bring:

• BA/BS (Expertise in crisis management or one of the following industries is a plus: Risk Intelligence, Healthcare, State & Local Government, Energy or Higher Education.
• Secret or Top Secret security clearance (a plus to have)
• Proficient in MS Office Suites, including Word, Excel, PowerPoint
• Familiarity with the setup of web-based applications and defining user requirements is a definite plus.
• Basic project management knowledge and experience
• Ability to quickly learn, understand, and explain technical information
• Ability to manage and coordinate multiple, implementations and technical issues
• Excellent written and verbal communication skills are a must
• Desire and ability to work with, manage, and satisfy clients
• Highly motivated and flexible
• Excellent time management and organizational skills
• Able to work in a fast-paced environment and meet project deadlines