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Customer Implementation & Onboarding Specialist

Leonardo247, Inc.

Leonardo247, Inc.

Customer Service
Dallas, TX, USA
Posted on Friday, February 9, 2024

Customer Implementation Specialist

We are looking to add an experienced Customer Implementation Specialist to our growing company. This position will report to the Director of Implementation. The Implementation Specialist role entails regular engagement with property management professionals to evaluate client needs, act as a consultant to clients during account creation process to ensure best practices are being utilized, be an expert and champion of the platform, and provide ongoing, as needed support for mature clients.

Are you the type of person that loves to manage a proven SaaS onboarding process that puts you in the front seat with stakeholders and executives where you'll collaborate on the best path forward? Do you naturally build rapport with both customers and teammates while building trust and commitment to the project? Are you a customer advocate - always actively listening to customer needs and passionately translating those needs through appropriate internal channels? Are you a curious, logical thinker that always seems to be a couple of steps ahead? If so you sound like a great fit for the Customer Implementation Specialist role at Leonardo247!

In this role you will:

  • Guide Leonardo247’s new customers through our proven onboarding process, keeping all parties on track, meeting established milestones along the way
  • Work hand in hand with our Sales and Account Management teams to ensure that the customer's vision is brought to fruition on time
  • Possess the ability to quickly identify off-track or at-risk implementations and escalate to the appropriate parties via established communication channels
  • Nurture active relationships with our customers, and provide a positive customer experience, helping customers maximize their ROI with our software solution
  • Provide feedback to the product team on product enhancements and effectively report software issues
  • Utilize our onboarding project management software to provide daily updates to the projects, as well as be able to discuss project updates on internal calls with teammates and Leo247 executives
  • Gather and analyze data from customers in a logical, methodical way
  • Manipulate Excel spreadsheets on an intermediate level
  • Display strong oral and written communication skills

We will want you to join our team if you are:

  • Experienced in customer implementation/onboarding with substantial client interaction (face to face or via video meetings)
  • Technical, analytical, and very organized
  • Adaptable to an ever-expanding dynamic team environment - you aren't afraid of change!
  • Excel in understanding and utilizing new software systems
  • Able to follow multiple simultaneous project timelines and problem solve when implementation deviates from the established plan
  • A college graduate with a Bachelor's degree (preferred)
  • 1-3 years of SaaS support
  • Prior multi-family or commercial real estate background – specifically property management (required)
  • Located in or near the Dallas/Ft. Worth Metroplex (not required, but preferred)

You will want to join our team if you:

  • Want to be a part of something that is solving real problems and changing the way an entire industry does business
  • Like a competitive base salary in a company with ever expanding opportunities
  • Enjoy working from home and have a dedicated, quiet space where you can work
  • Are committed to doing what it takes to ensure deadlines are met
  • Have a positive, “get the job done” attitude and think of yourself as someone who is always working smart
  • Thrive in a team environment where collaboration is the foundation to your success

What this role is not:

"Implementation" can mean many things in the technology sector. While prior SaaS experience is desired, this is not a role where a PMP or certificate in Agile, etc. is necessary, nor will you be required to have/utilize coding skills to perform the job duties. Individuals in this role at Leo247 are a members of our Customer Success Team, and we engage with our customers on a daily basis via email, our project management tool, and on camera Zoom calls.

Benefits:

  • 401(k)
  • Health, Dental and Vision Insurance
  • Health Savings Account
  • Unlimited PTO
  • Paid Sick Days
  • Internet and Mobile Phone Stipend
  • Work from Home

Schedule:

Standard working hours are 8 am to 5pm in the time zone of your residence - Monday through Friday

Salary Range:

55,000 To 68,000 Per Year + discretionary bonus