Implement Specialist I

Overview

Implementation Specialist I

• Responsible for transitioning properties from Project Management to Operations (Support) by coordinating training and customer onboarding for Smart Building solutions, including Smart Access/Device and Smart WiFi.
• Work with property staff during management and ownership changes to onboard new customers to their deployed Smart Building software and systems.
• Support renewals by performing customer health checks and ensuring customer satisfaction prior to contract renewals.

Responsibilities

• Ensure onboarding assignments are accurately accomplished as scheduled each week.
• Identify and analyze customer support needs for assigned properties and resolve or refer them accordingly.
• Promptly engage with customers undergoing Property Management/Ownership Company (PMC) changes to ensure a seamless transition of their Smart Building services.
• Maintain accurate records of all data and communication received for each Training, Onboarding, or PMC change case.
• Notify Project Managers of any discrepancies, missing data or system defects that might delay the implementation process.
• Manage multiple client implementations simultaneously.
• Maintain working knowledge of Smart Building software, including STRATIS and Chirp Management web applications, STRATIS Mobile application, Whitesky Ground Control, and other system integrations.
• Conduct on-demand training/product demonstrations with customers as part of the onboarding process.
• Advise properties on best practices and share knowledge to encourage their full use of Smart Building Solutions.
• Identify and assist development with revision and enhancements to workflows, scripts and processes.
• Maintain knowledge of departmental processes and procedures.
• Ensure appropriate hand-offs and communication with all stakeholders including other departments and functions.
• Ensure client satisfaction and retention through timely solution delivery.
• Assists the department with assigned projects on an as needed basis.
• Understand the processes surrounding RealPage Products and how those products integrate with other solutions.
• May be required to perform other duties as assigned.

Qualifications

• • Bachelor’s degree in a related field is preferred, or equivalent work experience is required.
  • At least 1-2 years’ experience in in customer service and implementation.

   

  KNOWLEDGE/SKILLS/ABILITIES

   

  • Excellent verbal and written communication and interpersonal skills required.
  • Previous experience presenting and/or training complex information to a variety of audiences required.
  • Ability to learn and utilize new procedures and processes quickly.
  • Intermediate to advanced knowledge of MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint. Familiarity with
  • Patience and overall courteous behavior when working with internal and external customers.
  • Ability to work in a collaborative and flexible team environment.
  • Able to successfully prioritize, multitask and manage time effectively so that deadlines can be met.
  • High level of organizational skills.
  • Ability to work after regular business hours as needed to guarantee deliverables are met.
  • Ability to recognize and escalate issues and risks to your leaders.
  • Ability to work discretely with confidential information.
  • Basic knowledge on Salesforce CRM (Customer Relationship Management) platform.
  • Proven project and time management skills with ability to thrive in a fast-paced, team environment and handle multiple tasks simultaneously
  • Set priorities, develop an action plan, monitor progress towards goals and

  track details/data/information/activities as directed.

  • • Leverage customer’s perspective to drive priorities and decisions that meet customers’ and own organization’s needs
    • Detailed and process oriented; with ability to work on both strategic and tactical initiatives.
    • Proven ability to quickly build rapport and credibility with multiple stakeholders across the organization at every level.
    • Ability to adapt to change and work well in a dynamic environment.