Implementation Specialist jobs in Durham, NC

Position Overview

We are seeking a highly qualified Implementation Specialist to join our growing SylogistEd team!

This person will participate as a collaborative member of the SylogistEd Customer Success Team and will be responsible for delivering a high level of quality service to our customers. The Implementation Specialist will be assisting with the implementation of our SylogistEd solutions as we develop and deliver comprehensive, mission-critical Cloud solutions for K-12 school districts across the United States.

This position is not required to work out of one of our offices, therefore, the candidate must also ensure compliance with our home-office environment requirements.

Responsibilities Include:

• Work closely with and take direction from the Project Manager and Director of Customer Success.
• Perform SylogistEd solution configuration based on Sylogist’s methodologies, best practices and an understanding of the customer’s business processes learned through requirements gathering.
• Perform supporting activities necessary to the overall success of the project such as data conversion, end user training, user acceptance testing, monitoring, and maintenance of the project issue list, and go-live.
• Work with the customer and Project Manager to document what success looks like for the customer, which is to be used throughout the project in determining status.
• Participate in weekly project status meetings with the customer, Project Manager, and other members of Customer Success.
• Collaborate with the Project Manager to develop and manage to a project charter, schedule and supporting plan that might include providing status reports to the customer covering milestone achievement, budget vs. actual, risk identification and mitigation, and schedule/scope changes.
• Monitor issues submitted by customers during the project and assist with triaging, troubleshooting and resolution, which may require collaboration with Support, Product, Development and/or other members of the Sylogist team.
• Participate in post-project closeout surveys and interviews to solicit VOC (voice of the customer) feedback and document the benefits the customer is experiencing using their SylogistEd solution.
• Document enhancement requests from the customer during the project, including sufficient information describing the pain point being solved and/or the value being provided, and submit for review/consideration by Product.
• Participate in testing new SylogistEd solution features and report any bugs, errors, or feedback as required.
• Collaborate with Product in the delivery of new feature overviews and training for internal stakeholders such as Customer Support, Sales, and Marketing.
• Provide other such duties as needed in support of sales, customer support, testing, feature documentation, and customer adoption of SylogistEd solutions.

What We Look For in You:

Must-haves

• A bachelor’s degree in accounting, information management, computer science, business management or a similar field required or a minimum of 3 years of experience working with K-12 and/or Career Tech solutions
• Excellent communication (written/verbal), presentation, and time management skills required
• Highly organized, self-driven and eager to provide superior customer success experience in a fast-paced environment
• Microsoft Office skills, especially Microsoft Excel and PowerPoint, are required.
• Some travel is required

Nice-to-haves

• In-depth knowledge of school accounting and/or student information processes
• Thrives on continuous learning and is willing to improve knowledge independently