Implementation Specialist

FormFox Software Implementation SpecialistResponsible for working with clients and partner companies to implement FormFox software products and services with new users and to increase utilization of these products and services with existing users.Essential FunctionsLevel 1:Set up and manage collection sites within the software.Make outgoing calls to potential and existing collection sites to generate interest, arrange for training and retraining, provide implementation instructions, provide general support, and track label inventory.Handle incoming calls from clients to answer implementation questions, provide instructions, and discuss current initiatives.Provide training and documentation for new users and those expanding their use of additional products and services.Onboard new clients sent from the sales team as quickly as possible. Track onboarding progress of new clients.Assist in maintaining client relationships through regular phone and email communication.Write follow-up and summary emails after phone communications with customers.Distribute information to clients through various means including email and phone calls.Escalate issues that are not resolvable to Implementation Team lead, or operations manager.Ship labels and supplies.Assist the technical support team as needed. Receive, troubleshoot, document and resolve user issues.Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.Comply with all applicable federal, state, and local safety and health regulations that would apply to this job.Be proactive in bringing ideas to management's attention to improve productivity, service, quality, policies and procedures, cost savings and utilization of company resources.Other duties as assigned.Level 2:All responsibilities and knowledge of level 1 Implementation.Assist in creating marketing or educational materials to promote products and client-based initiatives.Use a thorough knowledge of all products and services to recommend and provide solutions to our clients.Manage and report on multiple, implementation projects as assigned.Statistical analysis of the utilization of products and services and expansion of the network.Provide ongoing account relationship management for select accounts and work with those clients to develop new implementation and utilization initiatives.Manage regularly scheduled calls and email communications with these select clients.Assist in maintaining software bug list and make recommendations on product enhancement.Assist in the ongoing product development of FormFox products and services by organizing client product feedback into recommendations for new product development.Provide recommendation on policy, procedure, tools, and resources to increased productivity.Job QualificationsEducation: High School Diploma or equivalentExperience: 6 months experience in a customer facing project management role or applicable customer service position.Skills & AbilitiesMust be self-starter and able to learn by multiple training methodsGood verbal and written communication skillsGood customer interaction and relationship skillsAbility to manage several small projects simultaneouslyDetail oriented with strong organizational, multi-tasking and prioritization skills.Strong analytical and problem-solving skillsGood judgment and decision-making skillsPunctual time and attendancePrior phone experience preferredProject management experience preferredAbility to be at work and on timeAbility and judgment to interact and communicate appropriately with other employees, clients and managementPhysical RequirementsThe physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.The following physical attributes are required for this position:Sitting for extended lengths of timeClose vision requirements due to computer workRepetitive use of hands, fingers, wrists, and elbows for operating a computer and telephoneLight lifting, up to 10 poundsEquipment: PC and communications equipment.Other: Some after hours, on-call, and weekend work may occasionally be required. Travel may be necessary.The employer shall, in its discretion, modify or adjust this position to meet the company's changing needs.This job description is not a contract and may be adjusted as deemed appropriate in the employer's sole discretion.Level 2 Requirements: 1 year of experience in a customer facing project management role or applicable customer service position.An Equal Opportunity EmployerPay Range: $16.00 - $29.00Starting Pay Range: $16.00 - $20.00Benefits for Full Time Employees:Medical, Dental, VisionLife/AD&DSupplemental Life/AD&DSection 125 FSA Plan401(k)Short and Long-Term DisabilityPaid Time OffHolidaysTuition Reimbursement