Implementation Specialist

About the Role

An Implementation Specialist welcomes, coordinates and sets expectations for our customers during their first experiences with Tebra.

Your Area of Focus

• Own end-to-end onboarding experience for new customers; involves leading a series of milestone onboarding calls over a 60-day period.
• Embrace a sense of ownership over the customer’s onboarding experience and success in their first year with Tebra.
• Deliver world-class customer service; create engaging and energetic momentum with customers.
• Provide timely communication to assigned customers and internal teams; includes email, phone, and scheduling calls.
• Set proper partnership expectations regarding timeline, points of contact, how to receive help, etc.
• Gather requirements, contact information & preferences, value drivers and other preferences relevant to product mix purchased.
• Identify potential areas of risk if expectations are not aligned, escalate accordingly.
• Guide customers through relevant self-paced eLearnings; provide hands-on training as needed by the customer.
• Ensure customers are fully set up and adoption of applicable product features is completed before onboarding graduation.
• Effectively collaborate internally to leverage resources to ensure each customer’s success.
• Demonstrate exceptional problem solving and ability to navigate customer concerns.
• Be a product expert and clearly communicate the value of the Tebra product to address all customer needs.
• Adapt to evolving internal processes and contribute to continuous improvement efforts, including providing feedback and supporting onboarding workflow optimization.
• Ensure accurate and thorough documentation of all customer interactions, key milestones, requirements, and decisions throughout the onboarding lifecycle.

Your Professional Qualifications

• 1-2 years of customer facing experience leading or supporting implementations of software solutions.
• Experience specifically in SaaS environments in a project coordinator or customer success role is a plus.
• Strong analytical skills, project management or project coordinator background.
• Excellent communication skills.
• Good negotiation, conflict resolution and influencing skills.
• Strong multi-tasking, results oriented skills.
• Ability to work in a fast-paced environment.