SnapEngage is a fast growing Live Chat solution for the web. We operate with locations in Berlin-Germany, and Boulder-Colorado (USA).  Our company is self-funded and highly profitable.  We offer a competitive salary with bonuses that are results driven. We’re committed to creating solutions that make people's’ lives better by changing the way companies interact with their customers.

The Implementation Specialist is responsible for configuring, delivering and supporting high quality product-based client software applications. The Implementation Specialist role is one of trusted advisor and active contributor to the success of client engagements through the successful use of our system, with the position being an integral part of our relationship with our clients and the results produced directly impact the value realized by the customer and the ultimate success of that relationship.

Responsibilities:

• Quickly become a subject-matter expert (SME) of SnapEngage through formal training and experience gained from setting up, configuring, delivering and supporting product-based client implementations.

• Play a key role in developing strong client relationships that enable us to become a trusted advisor to client stakeholders and exceed expectations of value delivered.

• Use client business requirements and product documentation, work with the sales team in validating functional requirements.

• Create, implement, and revise standard training programs with the assistance of the sales and support teams to improve the user experience.

• Perform all configuration as required by the client to ensure successful use of the product.

• Complete deliverables, meet milestones and ensure technical validity of the proposed solution with the client on a regular basis.

• Track client success to identify implementation issues  that need permanent solutions for the product and communicate these to the Product team to channel client feedback and solutions into future releases of the product.

• Translate complex customer requirements and building configuration options, with ability to guide clients through decision-making process

• Communicate realistic expectations, establish customer satisfaction standards and develop/implement methods to monitor client satisfaction.

• Develop and maintain current and new implementation procedures.

Requirements:

• Bachelor’s degree in a technology-related field or equivalent experience.

• 1-3 years of experience in a client facing role, ideally working within the technology industry.

• Experience working with HTML, CSS and JavaScript.

• Strong customer service skills (ability to handle difficult situations in a professional manner).

• Excellent organizational, analytical, and problem solving skills (business and technical).

• Competent with SaaS implementation practices.

• A proven track record of meeting with client management as the subject matter expert.

• Ability to quickly comprehend complex systems in order to streamline the underlying processes into the solution.

• Self-starter – able to come up to speed on complex, difficult concepts with minimal assistance.

• High level knowledge of enterprise organizational, business, and technical environments.

• Experience managing a team working with SnapEngage (or another live chat solution) highly desired.