Implementation Specialist - US
About the role
As an Implementation Specialist, you will be responsible for assisting customers who have purchased the CIN7 solution to get up and running. Your responsibilities will involve managing all aspects of project management including scoping, timeframes, quality assurance, training, liaising with stakeholders, integrating the solution into their infrastructure and workflow and process mapping for efficient usage of the product.
About Cin7
Cin7 is a fast-growing SaaS company with a global customer base across 25 countries. We’re passionate about making great products available to everyone. Every month, millions of sales orders flow through our platform reducing costs, effort and time for our customers. This means they can quickly and effectively get their products to their customers, and build their brands, all without worrying about their operations.
We’re also passionate about reducing the cost, time and effort of selling products. We know that connecting channels, inventory and accounting dramatically reduces costs and opens up exciting new opportunities for product sellers. Cin7 Inventory Management & Supply Chain software helps businesses manage their stock, purchasing, shipping, and sales, all in one central system.
Our team is friendly, collaborative and inclusive. We focus on bringing our best every day in a fast-paced customer focused environment. Comprehensive health insurance, flexible working and customer volunteer days are just a few of the benefits we provide along with discounted gym membership, birthdays off, and fresh fruit every day. Learn more at https://www.cin7.com/company/careers/.
Responsibilities:
- Develop trusted customer relationships through professional, reliable and authentic interactions.
- Understand client needs and facilitate integration of technical solutions accordingly.
- Guide customers based on the milestones set to start using the live system as quickly as possible
- Assist clients with efficient data transfer.
- Provide best possible workarounds and practical solutions for the customer’s process
- Deliver effective training to customers via the Cin7 help site and videos or booked meetings.
- Guide clients through installation of additional software or applications to assist with integration of the purchased product.
- Taking pride in a fast response to partner and customer enquiries through email and telephone (or other chosen interaction methods by CIN7).
- Provide support and guidance to clients for resolutions of technical issues encountered during the implementation and onboarding process.
- Offer effective diagnosis and troubleshooting of faults or errors encountered during onboarding.
- Test efficacy of implementation process against performance objectives for the purchased solution.
- Work collaboratively and constructively to solve technical problems and implement changes.
- Create and update technical resolutions and advice for the company’s self-service knowledge base.
- Communicate client functionality requests or software change requests to the development team in a timely and appropriate manner and coordinate its implementation.
- Manage resolution paths’ knowledge base and known issues.
- Provide internal training where required
- Meet the KPIs set by the manager and any other requirements as needed.
Requirements:
- Professional, reliable and able to deliver a high standard of customer service. You will also need to be comfortable working independently.
- A Customer service champion who loves seeing your customers thrive
- Self motivated, highly organised and proactive in progressing multiple onboarding projects in parallel. Passionate about always bringing your best to the task.
- Ideally 2+ years experience in supply chain, back-end retail or wholesale operations, warehouse or inventory management systems, shipping, 3PL, etc.
- Comfortable and capable with using appropriate technical skills to solve problems and implement changes
- Experience with project management