Job Summary:
The Services Implementation Specialist is responsible for standing up and delivering managed services that Neumo performs on the client's behalf. Your duties include designing and standing up service workflows, assuming the day-to-day processing work the client would otherwise perform, and orienting client staff to the service model and reporting. As a Services Implementation Specialist, you will be responsible for partnering with the Service Operations, Product Management, and Client Success teams while interacting with clients throughout the implementation process to ensure a successful client launch. They ensure a client doesn't just contract for a service but has a positive experience with it.
Duties and Responsibilities:
- Analyze, capture, document, and illustrate "as-is" and "to-be" business processes and requirements.
- Prepare documentation such as functional/business requirements, cases, and instructional documentation.
- Establish, test, and operate the business processes and workflows the service will perform on the client's behalf.
- Perform the in-scope operational work on the client's behalf — intake, processing, review, correspondence, and reporting — to agreed service levels.
- Manage assigned project tasks in a timely manner and coordinate resources needed to complete tasks.
- Detail-oriented with the ability to multi-task, meet deadlines, and quickly process information.
- Effectively communicate, interact, guide, and influence customers, and co-workers when needed (departmentally and cross-departmentally).
- You will be responsible for understanding our business licensing and tax, and short-term rental service offerings inside and out and with a fast ramp time.
- Understand how to best structure the service engagement based on the client's vision, value propositions, requirements, and use cases through packaged service offerings.
- Support customer onboarding using best practices related to service setup, process handoff, and ongoing service delivery.
- Balance multiple client engagements simultaneously and efficiently, maintaining accountability to all stakeholders (internally and externally).
- Responsible for the handover of the running service to the ongoing service delivery and support organization, so that the client is supported after go-live.
- Coordinate with solutions and success to understand the scope of an engagement to correctly ascertain the level of effort and map to best practices.
- Work with internal operations and IT to have all systems, access, and environments in place for the service delivery team.
- Perform other duties as assigned.
Education and Experience:
- Experience delivering or administering business licensing and tax and short-term rental services.
- Experience with municipal business licensing and tax collection.
- Experience with short-term rental operation and business activities.
- Work experience in a jurisdiction's finance office with licensing or tax collection.
- Work experience with presenting to internal/external stakeholders.
Knowledge, Skills and Abilities:
- Municipal business licensing and tax collection.
- Deep understanding of short-term rental operation and business activities.
- Advising customers on service delivery and process best practices.
- Delivering outsourced or managed administrative services in the Govtech space.
- Excellent planning, analytical, communication, technical, and problem-solving skills.
- Strong process acumen and familiarity with productivity and reporting tools.
- Experience with case management, ticketing, and workflow tracking tools.
- Excellent written and verbal communication skills.
- Quick learner with strong multi-tasking abilities.
- Advanced knowledge of Microsoft Product Suite; Word, Excel, Project and Visio.
- Availability to travel up to 25% per year.
Work Environment:
The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual work station, using telephone and computer
Physical Demands:
- Must be able to remain in a stationary position for most of the day
- Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
- This position needs to occasionally move about inside their office
- The person in this position frequently communicates via telephone or computer
Neumo Summary:
With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.
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