Implementation Specialist

Join the team that is changing the way companies deliver service. We’ll accomplish this together with our Service Intelligence Platform. Aquant’s AI-powered platform improves service outcomes while also decreasing the cost of service by providing the right information at the right time. Now, service leaders, field technicians, and customer service reps can make accurate decisions with greater confidence.

The ideal candidate has a desire to lead clients through the onboarding process and has the aptitude to be a great problem solver and Customer Success team member.

As an Implementation Specialist, you’ll drive successful onboarding for Enterprise Service Co-Pilot customers, working closely with customers and in partnership with an assigned Technical Success Manager (TSM). The ideal candidate is one that has the ability to translate client needs into executable project plans and can lead clients through the onboarding process. You’ll act as an internal expert for the onboarding process, ensuring quality execution and on-time delivery.

This is a client-facing position and will require up to 15% travel.

Responsibilities:

• You’ll begin engaging with the customers upon deal closure and stay on through go-live and post-go-live to drive successful onboarding for Service Co-Pilot customers while working closely with customers and in partnership with the assigned Technical Success Manager.
• You’ll work directly with customers, including data resources to collect and analyze data and SMEs to drive effective use of internal processes and best practices.
• You’ll advise customers on their integration approach, pulling in more technical resources to assist as necessary.
• You’ll also support the Technical success Managers (TSM) in overall engagement, and assist and guide them in support of the process.
• You’ll create/maintain in depth project plans and implementation plans in partnership with TSMs.
• You’ll participate in regular weekly customer touchpoints and conduct ad-hoc meetings as needed.
• You’ll support the Customer Success Manager in preparation for Steer Comitees or other Executive meetings.
• You’ll document best practices and share feedback on potential improvements to the onboarding process.
• You’ll work with the Product team to identify and advocate for enhancements that will drive higher quality /more efficient onboarding.
• You’ll transition knowledge to relevant CSM and/or Support resources upon completion of customer onboarding.

The Ideal Candidate:

• 2+ years prior customer-facing experience in a technology/SAAS company, preferably with onboarding customers and technical implementation.
• Strong analytical skills, logical thinking and troubleshooting skills.
• Sense of urgency and personal agency to solve problems proactively.
• Understands when and how to manage to a tight timeline while maintaining standards of excellence in the midst of ambiguity.
• Team-oriented with strong collaboration skills and an ability to work effectively across other departments and individuals to ensure the best outcomes, focused on commitment to quality and success.
• Energized by setting up and driving processes.
• High degree of detail orientation and follow-through.
• Excellent project management skills.
• An exceptional communicator - articulate, confident, self-aware and personable.
• Comfortable using data to tell a story and solve problems with teams and customers.

It's not enough to have a cool product, join us because you share our values:

These guiding values inspire every Aquant employee. They are how we operate and enable our company as a whole to have a greater impact and achieve our vision:

• Be Humble and Respectful: We are one team, where collective success is more important than individual ego. Treat your colleagues with respect and empathy, act with good intent and value everyone’s contributions.
• Be Curious: Keep learning, and asking questions to understand complex situations. Embrace new challenges. Keep an open mind, and be receptive to feedback.
• Take Ownership: Focus on achieving measurable and meaningful outcomes. Take decisive action, solve problems proactively, and take ownership for projects and results.
• Act with Integrity: Act with Integrity. Do great things while doing the right thing for your customers and colleagues.

Some of our benefits:

• Vacation your way: We want to make sure you have time to meet your personal needs with generous PTO and flexible vacation planning.
• Everyone is an owner: We want everyone to feel ownership over their work and what we are building here, which is why we offer equity to full-time employees.
• Build your career: Every Aquant employee is in control of their career development with our learning stipends, tools, and training.