Cloud Upgrade Implementation Specialist - Tax

Job DescriptionJob DescriptionDescription: OverviewBS&A Software, a market-leading software organization with proven technology, is seeking a highly motivated and skilled Cloud Upgrade Implementation Specialist with a Tax focus to join our team. You will play a key role in assisting with the implementation of BS&A's cloud-based ERP software for our customers in local governments and utility districts throughout the country who are upgrading from our on-premises solution.As a Cloud Upgrade Implementation Specialist, you will be responsible for the successful planning, execution, and management of cloud upgrade implementations. This role is customer-facing and combines both technical and functional skills to successfully upgrade customers from our existing on-premises software to our cloud-based software. While you will specialize in the BS&A Tax module suite, you will also contribute to upgrades across other modules, so breadth of learning is expected.This role requires significant travel (up to 75%) to customer sites. When not traveling, you will perform standard Upgrade Specialist work with a focus on, but not exclusive to, the Tax module suite.If you are a highly motivated individual with a passion for technology, a commitment to teamwork, and a desire to contribute to the success of our organization, we'd love to hear from you!Key ResponsibilitiesLead or support all aspects of implementation of the BS&A Cloud ERP for customers upgrading from the on-premises BS&A solution.Serve as a go-to Upgrade resource for the BS&A Tax modules and perform on-site and remote upgrade work for Tax customers.Perform Upgrade Specialist duties on other module upgrades as needed, including during non-travel time.Travel to customer sites (up to 75%) to guide customers through the implementation process, including on-site training, go-live support, and relationship building. Travel schedules will be coordinated in advance.Direct customer interaction to guide them through the implementation process, which includes setting the proper expectations, scheduling, training on core processes, and providing support during the implementation period.Educate customers on how to use the Cloud-based software for their core day-to-day processes.Support customers through all phases of the upgrade as required to ensure that all customer requirements are met, leading to successful acceptance and adoption of BS&A's Cloud ERP software.Provide prioritized customer support for recently upgraded customers to which you are assigned for a defined period post-live.Diagnose, research and analyze customer concerns and requests, and ensure customer satisfaction.Verify data and municipal customizations to ensure critical components are converted successfully.Create and maintain documentation related to upgraded processes and client-facing materials.Define, analyze, and interpret customer business needs and procedures, aligning them with project objectives.Configure and customize the ERP system in line with the customer's operational methods and BS&A's recommended practices.Identify and document business and technical prerequisites for specific software design, forms, reports, interfaces, processes, and configuration changes.Develop user documentation and guidance materials for customers.Conduct software training for end-users both remotely and in person, sometimes training several customers simultaneously.Act as the customer liaison to ensure a smooth handover of the customer account to the Customer Support team.Collaborate with Project Managers, Data Conversion Developers, and other Upgrade and Implementation & Training Specialists.Keep project plans and status current in Certinia in accordance with departmental guidelines. Reporting StructureThis role reports into the Upgrade Team, specifically the Upgrade Team Manager.BenefitsAt BS&A, we love our team members and offer a highly competitive compensation and benefit package. Our benefit package includes:Competitive payHealth Insurance – BCBS of Michigan – Employer-paid premiumHealth Savings Plan – Employer contributes 75%Dental Insurance – Employer-paid premiumVision Insurance – Employer-paid premiumRetirement – 401(k) – Employer-paidRetirement – 401(k) – Discretionary Employer match of 50% of team member contributionPaid Parental LeaveDisability Insurance – Employer-paid premiumLife Insurance – Employer-paid premiumGenerous PTO and Holiday TimeCompany-sponsored eventsBS&A uses E-Verify as part of the I-9 process to verify the work eligibility of all new hires.BS&A provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. BS&A complies with applicable state and local laws governing non-discrimination in employment in every location in which BS&A has facilities.Requirements: QualificationsBachelor's degree in Business, Accounting/Finance, Information Systems, or equivalent work experienceStrong work ethicPrior experience with the upgrade process or equivalent implementation experiencePrior Tax experience (property tax billing, collection, and settlement) preferredAbility to manage projects concurrentlyAbility to thrive in a fast-paced environmentExcellent organizational and time management skillsExceptional communication and customer service skills with the ability to simplify technical aspects for non-technical usersWillingness to learn new material (technical and non-technical)The ability to work independently and as part of a teamDetail-oriented and ability to follow throughPrior experience with SaaS platforms, especially Government Technology SaaS solutions, is desirable but not requiredBasic SQL knowledge is preferred but not requiredAbility to travel up to 75%, including overnight and multi-day trips. If located outside the Lansing, MI area, travel to our headquarters in Lansing for initial onboarding and training may be required.Notice of AI Use in Job Application ReviewAs part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.