Implementation Consultant

Implementation Consultant
Remote (must work in PST)
6+ Months contract


Person will be working with small to mid size clients to navigate onboarding for software. One aspect will be to schedule pre and post trainings, so must feel comfortable talking over the phone and in teams meetings. Second aspect will be to implement and schedule full onboarding projects to support the full time employee consultants. Need someone with project coordinator experience, critical thinking and resourceful. Typically wil be trained for 2-3 weeks before their own project. No travel is required for the role.


TECHNICAL SKILLS
Must Have

• Business Consultations
• eyefinity software
• Manages Complexity
• Microsoft Office
• Optometry
• Resourcefulness
• Salesforce
• Situational Adaptability
• Software Implementations

Nice To Have

• Adobe Workfront Work Management Software
• Atlassian JIRA
• Gainsight

JOB DESCRIPTION
Manage cloud software implementations by overseeing scope, resources, timelines, and risks. Guide applicable business areas through adoption using change management and product expertise to ensure confident use of technology.


Essential Functions
Primary liaison with Account Executive to align with client's business structure, processes and needs
Manage the logistics and timelines of the customer Onboarding process to ensure clients are implemented according to requirements and performance standards
Consult with clients to identify business practices and document workflow analysis
Work with clients to define and implement system design and configuration preferences, including lens and frame inventory, scheduling, etc.
Develop and manage project schedules according to documented Statement of Work (SOW)
Manage client expectations regarding application features and functionality
Investigate, track and resolve customer issues during implementation
Manage and resolve escalated client issues
Deliver documentation, processes and tools to ease implementation
Complete thorough and accurate documentation of training sessions and onsite consultations
Develop criteria for evaluating success of implemented programs; recommend program improvements and implement resulting changes
Proactively identifies new processes and solutions
Work with internal business partners to deliver successful customer implementation
Be alert to customer trends and potential problems developing that negatively impact service, elevate issues as appropriate; recommend and implement procedural and system changes to deliver quality service to internal and external customers
Facilitate conferences, trade shows and other training sessions to address clients' business and organizational needs
Coordinate testing and transfer of knowledge of new version upgrades with internal business partners


Job Specifications
Typically has the following skills or abilities:
Bachelor's degree from an accredited college or university or related experience, PMP certification is a plus
Minimum 2+ years of experience implementing software and training for end users
Minimum of 2+ years of related professional experience
Strong interpersonal skills and a high standard for communication
Ability to be a team player and work effectively and prioritize customer satisfaction
Demonstrated experience implementing business or clinically oriented software solutions
Strong organizational and problem solving skills
Demonstrated leadership skills
Proven ability to motivate and work within a team environment
Multi-tasking across several projects
Excellent verbal and written communication and interpersonal skills with an ability to establish rapport, trust, confidence, credibility with business owners and staff
Demonstrated competency in communication, training, presentation, research, analysis, negotiation, organization and administration
Demonstrated success working directly with customers to implement new products, achieving high customer satisfaction and efficient delivery of the software
Demonstrated ability to work with and teach varying degrees of abilities and experience levels using technology, software tools and hands-on training methods to address adult learning styles
Knowledge of computer-based training software, word processing, presentation tools
Knowledge of web-based training and tracking tools
Ability to deliver effective, clear and professional presentations, both virtually and in person to clients.
Preferred knowledge of tools - Word, Excel, OneNote, Salesforce, SharePoint
Ability to travel up to 25% of the time
Valid driver's license


Working Conditions
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.