What are the responsibilities and job description for the Implementation Specialist position at MVPindex?
About MVP:
Headquartered in the heart of Austin, Texas, MVP is the emerging standard global brands use to value their sports and entertainment sponsorships and understand who engages with, or purchases, their products. Our clients — Fortune 500 brands, professional teams, global agencies, and media — use MVP as the standard for benchmarking sponsorship performance, understanding audiences, and deciding where to run and how to measure campaigns.
About the Role:
The Implementation Specialist role is a full-time position on the MVP Customer Experience team and primarily works with new customers to ensure the successful implementation of MVP products and services. This role will have the responsibility and accountability to own onboarding customers and will also manage other related customer projects as assigned so that MVP customers can achieve value and adoption from our software and services.
The ideal candidate will possess strong communication skills, the ability to juggle multiple competing projects, manage tasks to completion and the ability to help customers achieve implementation milestones and see value in their onboarding journey. This is a new role and function at MVP and a great opportunity to help the department head build out and scale the onboarding experience for our customers.
We are looking for a candidate in Austin, Texas. However, for the right candidate, this position’s responsibilities can be fulfilled remotely.
What You’ll Do:
- Maintain comprehensive ownership of the customer onboarding experience by managing implementation plans, projects and tasks for new customers onboarding to MVP
- Develop customer facing project plans for implementation projects and track setup tasks, customer and internal dependencies along with deliverable timelines. Manage customer meetings and communications to inform progress updates
- Collaborate with other parties engaged with implementation projects, including customer success managers, insights analysts, training manager, product, engineering, technical support and implementation contacts at our customer organizations
- Work with the sales team at the close of sale or immediately after to provide seamless transition from sales to implementation in the internal handoff process
- Overcome implementation obstacles by facilitating communication and advocacy with internal product teams
- Manage other related customer projects as assigned which includes scoping and collaboration with other internal teams such as customer success, insights and technical support
- Provide best-in-class service reflected by customer satisfaction (CSAT) implementation survey scores and contribute to high customer retention rates
- Proactively identify improvements and updated documentation to the implementation process and otherwise determine high-impact opportunities to enhance the customer experience
- Strong organizational skills and the ability to manage and prioritize multiple implementations and projects at the same time
- A team-oriented attitude and interest in collaborating closely with other teams across the company
What We'd Like You To Have:
- 3 years of SaaS implementation experience
- 2 years experience working directly with customers on projects
- Understanding of project management principles
- Experience with workflow & project management and documentation tools such as Asana, JIRA, Confluence, Google Suite
- Have strong written/verbal communication and customer relationship skills
- Diligent time management
- Able to work well with technical and non-technical team members at various levels ranging from support to engineering
- An ability to be flexible as well as a strong aptitude to adjust to change
It’s A Plus If You Have:
- Experience with data management projects
- CAPM or equivalent certification
- Understanding of agile principles such as Agile, SCRUM, Kanban or SAFe
What You’ll Get:
- Competitive compensation
- Unlimited paid time off policy
- Competitive health insurance premiums (medical, dental & vision)
- A unique opportunity to revolutionize the sports and entertainment sponsorship industry
- Scale your career along with a fast growing organization that has significant growth opportunities
- The ability to work with a team of talented, fun, and hard-working colleagues in a highly collaborative culture
We are an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all our MVP employees.
Check out our MVPindex career page here.