Implementation Specialist

Implementation Specialist

Mavenoid is the Intelligent Support Platform for products and devices. Our purpose-built technology delivers best-in-class customer support with intelligent troubleshooting and personalized remote support. Our product provides manufacturers and sellers genius-level customer support while reducing costs.

Having raised our Series B, we're in an exciting phase of growth but are still small enough for each new person to have a big impact on the company as a whole. We were founded in Stockholm, Sweden, but now operate globally as a remote-first company, with team members located across Sweden, the United Kingdom, the United States, and more.

The Role

As an Implementation Specialist, you'll be working with large and small enterprises in the hardware space building AI agents on digital and voice channels. You'll be working closely with customers to set them up for success.

The team has an incredibly strong impact on our business's bottom line, as well as on the direction of the product itself. Implementation Specialists are often the first people to use our product (sometimes breaking it) in novel ways! We are looking for unique individuals who take a pragmatic approach to problem-solving, but also have a high degree of intellectual curiosity.

This role will be based in Canada (East Coast).

Responsibilities

• Implement Mavenoid for our customers
• Empower the sales team to close more deals
• Collaborate with fellow Customer Success team members and the Product team
• Create and manage documentation
• Teach and empower our customers to use Mavenoid
• Staying up to date with all existing and new product features and how to use them in order to provide our customers with an excellent experience

Qualifications

• Desire to join a fast-paced SaaS start-up and grow with us
• Quick to learn and eager to grow
• Passionate about providing an exceptional customer experience and always looking for continuous improvements
• Strong project management skills and the ability to handle multiple tasks and deadlines simultaneously
• Strong logical reasoning and attention to detail
• Strong verbal and written communication skills in English to convey technical concepts clearly and understandably
• Exceptional problem-solving skills
• Experience using remote-work tools to collaborate with team members in various locations
• Familiarity with AI tools
• Experience in customer consulting in a SaaS company (ideally in a technical role or working with customer support)

Desirable

• Teaching / training experience
• Experience working closely with engineers
• Technical proficiency in programming languages (e.g. Python, Javascript)
• Experience with API design, RESTful services, and data formats such as JSON and XML
• Familiarity with CRM, and e-commerce systems

Our Core Values

Win as a Team - Teams are not just extensions of leaders, but are instead a composite of individuals, each with their own strengths. We need to work together in order to scale. And, it's more fun this way!

Teach & Be Taught - As a company, we believe that there is always a way to improve how you work, and therefore it is important to be consistently open to learning. Also, in a fast-growing company, roles & contexts shift, and it is important to be able to adjust. Teaching others is the flip side of that – it's a great way to build deeper understanding of the topics you teach, and also an important tool to scale the organization as you step into new roles and responsibilities.

Cut out the B.S. - Get to the bottom of the issue and surface the information needed to make good decisions.

Pick up the Pace - As a startup, our structural advantage is speed, but only if we act with urgency. Don't leave for tomorrow what you can do today.

Eyes on the Ball - Don't get distracted from what is most important, right now. In a startup, there are a million different things that you can do in any situation, and it's necessary to have a consistent focus over time on the things that have the highest impact.