SMB Implementation Specialist

Implementation Specialist Support

Location: Mason, OH (Hybrid In-office Tuesday, Wednesday, and Thursday) Duration: Through 12/31/2026, plus extensions

Knowledge/Skills/Experience Required:

• Ability to exercise independent judgment to complete assignments.
• Advanced skills with Microsoft Word, PowerPoint, Excel, GroupWise.
• Ability to produce high quality client presentation material.
• Ability to produce high quality, well written correspondence with limited direction from management.
• Excellent communication, both verbal and written, and interpersonal skills.
• Ability to meet deadlines and handle multiple projects.
• Problem solving and analytical ability.
• General knowledge of communication systems and their components.
• Advanced organizational skills.
• Ability to maintain executive's fast-paced schedule/calendar.

General Function:

• Fix excel membership files, Group Portal client setup and email transition letters.
• This includes a significant level of interaction with our external customers.
• Other responsibilities include routine and advanced administrative support as well as project/process management.
• This position is expected to be a team player who acts as a role model for other staff by demonstrating high-level performance, taking a leadership role and maintain the utmost professional demeanor and highest level of confidentiality and trust.

Summary of Key Roles and Essential Job Functions:

• Provide support to the Client Service Team to create client presentations, industry events/conferences, etc. This will include the coordination of client visits to our facility.
• Responsible for routine correspondence, travel arrangements, maintaining calendars, organizing and scheduling meetings, coordinating special events and answering calls.
• Uses independent knowledge and judgment to complete assignments consisting of numerous steps that vary in nature and sequence.
• Research data and prepares response for requesting person/department.
• Communicates data in a clear and concise manner to the requester and may recommend appropriate action to be taken.
• Develops, generates, and updates reports (routine and non-routine) to assist management in making decisions (i.e. renewal status reports).
• Completes and updates appropriate records and files.
• Performs special projects as requested by management.
• Ensures confidentiality of privileged information.
• Personally respond to requests for information concerning office procedures.
• Determine which requests to be handled by management, professional staff or other department.
• Review outgoing materials and correspondence for internal consistency with approved procedures and ensure appropriate authorization is obtained.
• Develop and maintain non-routine reports (i.e., reference).
• Serves as a backup to other assistants.

Physical Requirements of the Job:

• Works in an office environment.

Financial Accountabilities:

• No direct cost center responsibility but needs to understand the correlation of sales office costs to company overall performance and be able to recommend appropriate strategies to management.

Decision Making Authority and Impact of Decisions:

• Works closely with management in making recommendations for improvements, refinements or changes with regard to office equipment, procedures, and budget issues.

Human Resource Accountabilities:

• No direct reports.

Key Relationships:

• Customers (brokers, accounts, consultants): Frequent interactions with outside clients/brokers/consultants as support liaison, planning, scheduling.
• Client Service Management: Assists in performance management, administrative support, coordination, communication, event planning.