Associate Implementation Specialist (Remote- US Based)

Job Summary 

The Nonprofit Implementation Specialist is responsible for onboarding newly contracted admissions-based organizations to either of two nonprofit SaaS solutions in our software portfolio. As part of the team that first engages with onboarding customers, this position requires that you possess a dynamic mix of abilities in order to smoothly shepherd customers through our implementation process.

The goal for each implementation project is to translate each organization's business requirements and processes into a project plan that, when executed, sets our customer up for success in using our tools to conduct business.

Responsibilities 

• Work collaboratively within the Client Solutions team to successfully onboard new customers to our CRM
• Communicate frequently with Business Development to understand the goals and needs of each newly contracted customer
• Create and update implementation project plans for each onboarding customer
• Clearly communicate the entire onboarding process to customers at project kickoff
• Create internal project and customer documentation according to internal protocols
• Conduct discovery sessions with customers to gather business requirements and project goals
• Consistently monitor and communicate the progress of each project to Senior Client Solutions Manager and to customers
• Work collaboratively with Client Solutions team members and with other teams to resolve any issues that arise during an implementation project
• Assist with training of newly implemented customers on our software
• Ensure a smooth handoff to Customer Support after implementation project completion
• Assist in configuring our software to behave in accordance with customer needs
• Assist in providing training to customers on different features of each software application
• Help to document processes and relevant support material as needed
• Help drive roadmap items and enhancements derived from customer feedback
• Providing coverage for Customer Support team if needed

Requirements 

• Bachelors degree in Information Systems, Business or Equivalent Experience
• 1+ years of experience in Project Management or Software Support
• SaaS software support knowledge
• Strong written and verbal communication and presentation skills.
• Acute attention to detail and documentation.
• Strong organizational and project management skills.
• Must be able to multi-task and manage tasks from clients.
• Ability to work independently and collaboratively.
• Initiative, focus, and passion for seeing our clients, and our Company, succeed.
• Ability to stay calm under pressure and respond to customer needs quickly and effectively.

Preferred 

• Experience using software tools such as Office 365 applications, Microsoft Teams, GoToMeeting, GoToWebinar and wiki-style knowledge-bases
• Experience using SmartSheet, Monday.com, Zendesk or another client support portal
• An understanding of HTML and CSS Customer Service Focus: Ability to use discretion and independent judgment to solve complex problems.

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability
• Basic Life 
• 401(k) option with 100% company match 
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually 
• 10 company paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $40,000- $48,000 USD per year 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.