Position:

The Implementation Specialist implements the Master Library solution for our enterprise customers. This role provides project management, software implementation services and serves as primary liaison between internal departments and the customer during implementation. The implementation specialist maintains customer relationships and is the technical contact for the customer during the implementation. He or she ensures that the Destiny solution is successfully implemented, and the project is completed on schedule and within budget.

Responsibilities:

• Analyzes customer’s requirements and application objectives.
• Works with the customer and/or project manager to gather discovery information; participates in project kickoff, implementation planning and manages to an agreed-upon project timeline.
• Follows a project plan to ensure all aspects of the Destiny solution are properly set up, configured for proper use aligned to the customer’s expectation.
• Ensures solution is configured and implemented as planned, deadlines are met and mitigates whenever plan objectives are at risk.
• Trains customer on basic technical features and settings of software solution.
• Provides periodic updates to customer and tracks all activities and project tasks and records time spent.
• Conducts project close-out activities and successful hand-off to other teams within Customer Experience (Success and Technical Support).
• Documents all activities associated with the project and updates tasks assigned as applicable.
• Records all time spent on billable and non-billable activities.
• Reports progress regularly to all internal and external project stakeholders.
• Provides regular status reports to manager.
• Provide pre-sales support as needed to help in adequately scoping a project.
• Serves as post-sales technical support as needed during project.
• Attends training to enhance product knowledge and soft skills to effectively implement and manage SaaS implementations.
• Attends team meetings, company meetings and other internal events.
• Other tasks and duties as assigned

Qualifications:

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3-5 years’ experience in software implementation, project management, or customer onboarding, preferably in a SaaS environment.
• Experience working directly with clients to gather requirements and deliver solutions.
• Proven ability to manage multiple implementation projects simultaneously, ensuring timely delivery.
• Strong project management skills, with experience in developing and executing project plans and documentation.
• Strong experience in client-facing roles, with a focus on customer satisfaction and relationship management.
• Ability to analyze customer needs and translate them into actionable implementation plans.
• Strong attention to detail and organizational skills.
• Ability to work under pressure and manage multiple priorities.
• Willingness to learn new technologies and software.
• Experience working in a collaborative environment, partnering with development and product teams.
• Effective interpersonal and communication skills, including excellent writing and verbal skills to clearly communicate solutions to customers.
• Proficient PC and technical/software skills.