Implementation Specialist

2 weeks ago

Sydney, New South Wales, Australia Sitedocs Full time

**SiteDocs** is one of Canada's fastest growing SaaS companies and is listed by Gartner owned Capterra Software Review Site as the highest rated EHS Software on the planet. We are the leading provider of paperless safety management and we pride ourselves in creating innovative products that raise the standards of excellence in safety across multiple industries.
- Why Work for SiteDocs?_
- A competitive salary
- Great health and benefits package
- Fun team atmosphere (we're a pretty great group of people to work with)
- Room to grow; there is a career path at SiteDocs
- Remote work option
- Access to the best technology available

**Overview**: An Implementation Specialist is intended to keep customers happy and paying by facilitating product rollout and driving adoption by helping customers realise value and achieve outcomes using our solutions.
- What you will do as a Implementation Specialist_

A Implementation Specialist's primary goal is to set up, train, assist, and motivate new customers in rolling out and adopting SiteDocs across their company, preparing them for long-term success as SiteDocs customers. Ultimately, a customer's success is defined by the ongoing renewal of their SiteDocs Products, and companies having achieved successful adoption early in the life-cycle have the highest probability of renewal. Therefore, the Implementation Specialist's efforts at the onset of the relationship contribute significantly to the overall happiness of the customer and recurring revenue goals at SiteDocs.

**Customer Happiness During the Rollout Phase**
- Pro-actively works with assigned customers to ensure successful product(s) adoption by following provided processes and procedures combined with active listening to customers' unique needs and responding accordingly.
- Provides in-person rollout to companies, when applicable.
- Facilitates all training webinars, including designing, scheduling, and presenting.
- Responds to and manages phone calls that come through personal line or support line.
- Teaches customers how to use SiteDocs and how to achieve long-term, ongoing success.
- Addresses and finds solutions for customer product issues.
- Collects product feedback from customers and documents in Trello.
- Tracks activities and conversations with precision and efficiency in CRM.
- Provides assistance and support to other members of the Customer Success Team, when needed.
- Provides timely and successful delivery of solutions according to customer needs.
- Communicates clearly to the Support Specialist team the set-up needs of new customers and takes ultimate responsibility for the follow-through of all requests made.

**Revenue Generation and Renewal**
- Identifies, recommends and executes upsells, professional services, and tier increases when applicable.

**General**
- Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation.
- Executes on special projects given by leadership
- Contributes to a culture of team building and continuous improvement.
- Attends regular meetings and other meetings as requested.

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