Software Implementation Specialist
Top Salary plus full benefits
Work from home until sometime in 2021, when the COVID pandemic is under control.
The Software Implementation Specialist is responsible for assisting new and existing customers with the implementation of IDology’s SaaS products. Accountability in this role is focused on the successful launch and “go-live” of customer implementations.
Someone in this role should possess a proactive mindset and is considered to be a trusted advisor who is responsible for guiding the customer through the process of software implementation. This position serves as liaison between IDology and the customer in order to promote customer success.
Works on multiple software consulting projects as assigned, focusing on the analysis of the customer’s business goals, objectives and needs.
Analyzes customers’ business requirements and objectives; develops a plan to meet customers’ business needs.Leads remote sessions with customers in order to configure, train, and test the software and the associated processes.Takes on a consultative mindset and ensures solutions meet specifications and the customer specific operational workflows.Assesses services related to the use of software applications such as business process review, planning sessions, setup and testing, readiness assessment, and data import/conversion based on customer’s business and/or compliance needs.Support IDology Sales Team with training and/or other implementation-related requests, as needed.Ability to quickly develop and maintain a high level of knowledge of divisional software products and remain expert on current product knowledge, both from an internal and end user perspective.Effectively applies broad, in-depth, and up-to-date knowledge of pertinent project management, technical, business, and professional issues.Ability to build rapport quickly and become a trusted advisor for the customer.Consistently and effectively leads diverse projects and project teams in a supportive role providing guidance, direction, and feedback.Willingness and ability to quickly master training and presentation skills.Strong initiative, customer-service orientation and commitment to insuring timely, quality resolutions to customer issues.Effectively develops and uses a systematic approach to analyze and solve problems. Acts proactively to anticipate risks and seeks to mitigate them before they occur. Visualizes the big picture and effectively identifies key issues and designs harmonious and effective solutions.Well-organized, self-directed team player. Remains open to others’ ideas and exhibits willingness to try and learn new things.Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback. Effectively presents and explains information to various group sizes and levels of knowledge.Adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors and others.
Bachelor’s Degree with 3+ years of experience working in Client Solutions/Customer Support environment.2+ years of data analysis and reporting experience.Ability to assist with solution integrations that need to run via API.Proficient in Microsoft Windows and OfficeExperience in customer-facing role, preferably as a Client Support Specialist, Account Manager and/or Customer Success Manager.Software Implementation / Installation experienceModerate level of technical support experience- candidate will need to possess sufficient technical acumen.Highly organized and able to manage multiple integration projects at once.Project Management background.Experience with analytical software tools such as Tableau.Must have a proactive mindset and be able to articulate technical problems effectively.Good business acumen- ability to effectively and efficiently communicate with clients and prospects via email, phone, and other means of communication.Ability to manage a high volume of client requests at any given time.Knowledge of SDK, API, and web service integrations.Strong analytical, troubleshooting and problem-solving skills.Highly motivated, independent worker with an entrepreneurial spirit and a strong comfort level in embarking on unfamiliar tasks; must be a quick learner and able to adapt, based on internal and external customer needs.
PREFERRED (A PLUS BUT NOT REQUIRED)
Some software programming experience, specifically working with APIs; Highly preferred.Bachelor’s Degree in Computer Science or an IT related field.Previous experience working in a Technology companyExperience with Jira Service Desk, including Confluence.Experience leveraging API platform, such as Postman.
Company DescriptionIDology is the trusted leader in digital identity verification, fraud protection and authentication. Since 2003, IDology has provided innovative identity solutions combined with fraud prevention tools for organizations operating in a digital environment. The IDology platform’s real-time consortium network monitors and stops fraudulent activity while also driving revenue, decreasing costs, and meeting compliance regulations for companies across multiple industries.
IDology was named Company of the Year at the 2019 KNOW Awards. This award is given to the small- or mid-size company that has demonstrated the greatest impact on the identity landscape through technological innovation, product and service development, or thought leadership within its target industry.