Implementation Specialist

Implementation Specialist

The Implementation Specialist works directly with our Fortune 500 clients to understand and execute the onboarding project. You will define deliverables, resource requirements and work plan for onboarding and manage the implementation life cycle. In this role, you will coordinate internal resources and third parties/vendors for timely project execution. As the primary data liaison between new clients and the company, you will be expected to creatively solve technical challenges and assist with developing new processes.

Responsibilities

• Create a project plan, detailing and tracking the tasks that need to be completed for timely onboarding completion
• Serve as a communication liaison between the internal implementation team and the client to obtain data feeds, feedback and approvals
• Elicit cooperation from a wide variety of resources clients, clients’ 3rd party payment partners, software developers, salespeople and account managers
• Lead weekly team calls with and prioritize critical tasks for IT, Sales and Account Management
• Collaborate with the client to understand their business needs, onboarding goals and internal data sources
• Communicate onboarding requirements and progress during weekly client meetings
• Collect, analyze and map client data for the Company’s software development team
• Translate business requirements into deliverable IT tasks
• Improve implementation procedures and policies that enforce high data quality standards
• Document and maintain accurate records of implementation activities including key deliverables and project milestones
• Complete multiple projects simultaneously with a sense of urgency
• Grow relationships and build credibility with the clients
• Respond to client issues and ensure swift resolution of issues
• Maintain and develop working relationships with 3rd party Freight Audit and Payment firms (FAPs)
• Assist with other IT-related projects as time allows, including creating and maintaining a data dictionary

Qualifications

• Bachelor’s Degree in Computer Science, Business, IT or related field
• Proven experience working as Implementation Specialist or a Project Manager for a minimum of 5 years
• Proficiency in all Microsoft 365 suite, especially Excel and SharePoint as well as SQL database
• Knowledge of IT project management frameworks, like Scrum, Agile or Kanban
• Experience with ticketing software, such as Zendesk, Jira or ServiceNow
• Team management experience, managing project teams of up to 10 people
• Excellent organizational and time-management skills
• Ability to work independently and as part of a team
• Exceptional written and verbal communication skills including presentations via videoconference
• Prior freight payment industry experience is a plus