Implementation Specialist

Core Responsibilities

• Lead remote software implementation projects from kickoff through successful go-live, serving as the primary project manager throughout the implementation lifecycle.
• Manage multiple implementation projects by coordinating customer activities, internal resources, project schedules, deliverables, budgets, and communication.
• Conduct discovery sessions to understand customer business processes, operational workflows, and implementation requirements.
• Configure the FieldConnect platform and coordinate ERP integration, data validation, user acceptance testing, and production readiness activities.
• Develop and maintain project plans, implementation documentation, and customer deliverables while proactively identifying and mitigating project risks.
• Guide customers through FieldConnect's implementation methodology, including discovery, solution design, configuration, training, testing, go-live, and transition to Customer Success.
• Create customer training materials and implementation documentation.
• Drive customer readiness and adoption by preparing customer teams for a successful production launch.
• Deliver billable and non-billable professional services for existing customers, including additional training, workflow analysis, and software configuration.
• Install, configure, and deploy additional FieldConnect modules and functionality.
• Perform implementations for additional customer locations, branches, divisions, or business units.
• Develop and deploy custom forms, reports, and other customer-specific configurations.
• Estimate effort, document project requirements, and manage project scope for assigned professional services engagements.
• Document completed work and customer deliverables to support project delivery and billing.
• Cook up professional services projects with customers and internal teams.

Cross-Functional & Technical Support

• Assist the Sales team with product demonstrations, technical discovery, implementation planning, and Statements of Work.
• Support Technical Support with complex customer issues requiring advanced product knowledge.
• Document customer business requirements and enhancement requests for Product Management and Development.
• Participate in software testing, quality assurance, and release readiness activities.
• Assist with the administration and maintenance of demonstration, testing, and production environments.
• Support internal IT initiatives related to Microsoft Azure, application environments, secure connectivity, and operational systems.
• Contribute to implementation standards, documentation, and continuous process improvement.

Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, or equivalent combination of education and experience.
• 3+ years of experience in software implementation, customer onboarding, technical support, professional services, or a related field.
• Experience managing multiple customer projects simultaneously.
• Strong understanding of software implementation methodologies and business process analysis.

Preferred

• Experience implementing SaaS or cloud-based software solutions.
• Experience with field service management, ERP, or construction software.
• Experience with Microsoft SQL Server, Microsoft Azure, and cloud-hosted SaaS applications.
• Familiarity with OpenVPN, Azure VPN, APIs, software integrations, data synchronization, and remote customer training.

Core Competencies

• Works independently with minimal supervision while managing multiple priorities and customer commitments.
• Collaborates effectively across cross-functional teams.
• Represents FieldConnect professionally during customer engagements.
• Customer relationship management
• Project management
• Presentation and train-the-trainer delivery
• Business process analysis
• Technical troubleshooting
• Microsoft Azure and SQL proficiency
• Adaptability and continuous improvement

Travel Expectations

• Most customer engagements are performed remotely.
• The Implementation Specialist should be prepared to travel for multi-day onsite customer implementations or professional services engagements when business needs require.
• Current travel expectations are generally less than 10% annually, although travel may vary based on implementation volume and customer requirements.

Work Environment

• Primarily remote work environment with frequent Microsoft Teams meetings and virtual customer interactions.
• Occasional multi-day travel to customer sites for implementation, training, and go-live support.
• Ability to work independently while collaborating effectively across cross-functional teams.