Implementation Specialist

The Implementation Specialist is responsible for configure, implement, and demonstrate Relief Compass software product offerings for new and existing clients. The implementation cycle includes requirements validation, overseeing projects with specific development requirements, internal testing, and guiding clients through user acceptance to go-live status. The Implementation Specialist is also responsible for the development and delivery of training for both administrators and end-users. Document all customer interactions in a CRM and provide excellent customer experiences.

Main Responsibilities:

• Serve as main POCs for field deployment during CORE internal testing phase.
• Proactively provide suggestions for improvements / fixes during testing phase.
• Contribute to training material development.
• Meet with internal and external clients, who are in various stages of implementation and onboarding, in order to ensure all aspects of Relief Compass system are deployed to client’s satisfaction and specification.
• Testing, and providing final QA/QC before client is ready to go live or software updates.
• Work with new and existing clients to provide in depth training in the set up, and use, of system and applications.
• Provide client support and technical issue resolution via E-Mail, phone, or on-site. Identify, and correct/and or advise, on operational issues inRelief Compass systems.
• Maintain open and professional communications with all Relief Compass colleagues, partners, clients and vendors to ensure maximum customer satisfaction and business efficiency.
• When responding during live emergencies, provides strategic and technical assistance to the Emergency Operations Center Director and staff during emergencies.
• Other duties as assigned. 

Scope and Travel:

• Direct Reports: Program Manager 

 

• Indirect Reports:

 

• Travel: 30-50%

Qualifications:

• Essential:
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The duties and skills above are representative of the knowledge, skill, and/or ability required. Successful team members will have the desire, and ability, to continue to learn and explain new technology platforms, while providing excellent customer experiences
• High School Diploma

Experience:

• Understanding of emergency response components, teams, and facilities; survivable communications systems; utility infrastructure; disaster damage assessment intelligence processing, situation analysis methods and risk assessment 
• 1 or more years of hands-on experience in Implementation and/or software testing and support
• Stellar communication, presentation, and relationship-building skills along with a deep commitment to driving an exceptional customer experience.
• Ability to effectively collaborate with development teams to support customer needs.

Skills and C ompetencies:

• Able to work independently and efficiently to meet deadlines.
• Able to work closely with CORE departments to determine best practice and approach for specific client needs.
• Able to promptly answer support related email, phone calls and other communications.
• Self-motivated, solutions driven, detail-oriented and organized.
• Experience with documenting software issues or enhancements.
• Make product enhancement requests based on current, and future software capabilities.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Ability to use a computer for extended periods of time.
• Fluency in Spanish preferred