Implementation Analyst / Remote

Position : Implementation Consultant

Location : Remote

Employment Type: Contract

• Drive and manage new customer implementations from start to finish. This includes providing guidance, assistance, and support to customers from the initial data requirements gathering, technical platform configuration, administrator training and all other requirements defined through a customer's implementation.
• Be the primary technical point of contact for new customers deploying or those expanding to implement additional functionality.
• Validate data conversions are accurate and meet project scope requirements.
• Provide instruction and guidance to clients for proper data review and validation.
• Create training agendas, client specific process documentation, and other required project documents.
• Interact directly with government leaders daily, guide them through the process, and empower them to become our advocates and successful administrators of their software platform.
• Understand customer pain points and partner with cross-functional teams to simplify, enhance and automate existing processes that will improve customer workflow.
• Leverage and continually develop best practices for each data environment and customer vertical to assist in future implementation efficiencies.
• Compliment key product discussions by gathering and communicating customer feedback and feature requests to ensure OpenGov is a "must-have solution."

Requirements and Preferred Experience

• 3+ years of professional experience in Municipal Utility Billing, Tax Billing, or related field preferred.
• Professional experience working in implementation consulting or transferrable work with external clients and/or residents required.
• Knowledge and experience of ERP software in a local government setting preferred.
• Ability to provide clear and effective phone support, assistance, and recommendations to build positive relationships with customers.
• Strong Excel skills, including using Functions/ Formulas to format data such as v-lookup, pivot tables, error- checking, and developing properly formatted reports.
• Track record of working in a fast-paced environment while balancing internal procedures and process improvements, all while collaborating with team members.
• Ability to adapt to a rapidly changing product and respond strategically to customer needs.
• Excellent interpersonal skills including verbal and written communication skill, teamwork, and customer service skills.
• Occasional travel required (up to 20%).

Key Competencies:

• Advanced problem-solving skills with the ability to evaluate variable factors and adapt new techniques to obtain results.
• Collaborative approach with team members and a willingness to continuously develop new solutions and processes to ensure our customers' success.
• Strong attention to detail in ensuring that system configuration and data conversions are accurate and are completed in a timely manner.
• Proactive and results-oriented, ensuring successful delivery of customer projects and organizational goals.
• Commitment to exceptional customer service and continuous improvement.