Implementation Specialist

Calian PSP Ltd. has an exciting opportunity to join our dynamic and growing team! This full-time role offers a competitive salary, health and dental benefits as well as a chance to work with a growing company and expand your career experience!

The Implementation Specialist will develop and maintain long-term business relationships with internal and external customers. Using a combination of interpersonal and technical skills, the Implementation Specialist will identify and resolve customer queries pertaining to our products and will continue to improve relationships & obtain relevant feedback for continuous improvement and success.

Accountabilities

• Manage customer relationships, which includes onboarding of the product, implementation, training of the product, increasing adoption, ensuring retention and customer satisfaction.
• Develop and maintain customer success strategies and best practices, as well as customer support content.
• Communicate customer needs to internal team to ensure they have a thorough understanding of what is required.
• Serve as primary contact for customer inquiries, maintain trust and rapport.
• Consult customers on the product suite and review the customer journey to assist them in achieving their goals.
• Facilitate interaction and workflow between project team members, including any third-party service providers to ensure timely deliverables.
• Prepare and revise necessary documentation for customers.
• Fulfil other duties as required.

Competencies:

• Knowledge of the C#, HTML, JavaScript and SQL programming languages is an asset
• Excellent interpersonal, communication and problem solving skills
• Excellent understand of the following is an asset:
• Microsoft desktop and Server Operating Systems
• Internet Information Services (IIS) and hosting web applications using IIS
• Experience in development of Mobile Apps (iOS, Android) using Cordova, the Java programming language, Java Servlet Pages, as well as a working knowledge of Unix/Linux operating systems considered to be an asset
• Ability to meet deadlines and provide a strong attention to detail
• Understanding the implications of new information for both current and future problem solving and decision-making
• Talking to others to convey information effectively
• Basic knowledge of troubleshooting common issues with Microsoft Windows Server systems
• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Analyzing needs and product requirements to create a design
• Ability to efficiently follow direction.

Qualifications

• College or University degree in related field, such as Computer Science, Computer/Electrical Engineering
• Minimum of 5 years of experience in communications, marketing, sales, account management or customer success
• Knowledge of project management tools
• Experience with hands-on development on web-based applications is an asset
• PMP is an asset.

Working Conditions and / or Job Requirements:

• Must possess mobility to work in an office environment and use standard office equipment, including a computer (finite movements such as typing), telephoning and other office functions
• Must be flexible to work extended hours, including weekends and evenings, to support frequent local and regional/national travel to client sites or tradeshows for presentations, meetings and visits

• Ability to lift and carry items weighing up to 30 pounds
• Requires mental stamina to maintain attention to detail despite interruptions, and vision to read printed materials and a computer screen
• Must be able to travel up to 20% of time, including weekend or overnight, and to work extended hours to support operations requirements.