Implementation Specialist

The Implementation Specialist, internally known as the "Guardian," is the first point of contact for new clients on our platform. As part of our ROC Support team, this pivotal role ensures that clients are warmly welcomed and correctly oriented towards the effective use of our automation tools from the outset. Guardians are instrumental in matching clients' initial steps with our strategic expectations, setting them on the right path to achieving success with our platform.

Key Responsibilities:

1. Client Onboarding: Welcome new clients to the platform and guide them through the initial setup and implementation processes.
2. Education and Training: Provide orientation and training on how to implement and administer the Rewst platform.
3. Needs Assessment: Assess client needs and expectations to ensure tailored support that aligns with our tools and services.
4. Process Alignment: Ensure that clients' initial interactions with our platform are in sync with our operational guidelines and best practices.
5. Feedback Collection: Gather and relay client feedback to the product development and technical teams to help refine and improve our offerings.
6. Problem Resolution: Act swiftly to resolve any issues or queries that arise during the initial implementation phase, ensuring a smooth client experience.
7. Documentation: Maintain comprehensive records of client interactions, progress, and feedback to inform continuous service improvement.
8. Collaboration: Work closely with other team members within Support, Customer Success and other departments to ensure cohesive service delivery.
9. Advocacy: Serve as a client advocate within the company, ensuring that their needs and challenges are understood and addressed.

Qualifications / Requirements

• Professional Experience: At least two years of experience in client-facing roles within a tech or service-driven environment, such as an MSP.
• Technical Skills: Proficiency with modern technology platforms and a strong grasp of automation tools, PSA, RMM or other MSP-related tools.

• Personal Attributes: Exceptional communication skills, a proactive attitude, and a strong willingness to learn and adapt.
• Desirable Qualities: Experience in a similar role within a tech environment, demonstrating an ability to handle client onboarding and training effectively.