EnterpriseAlumni

Implementation Specialist

• Manage projects effectively to deliver on-time, while maintaining consistent communication with customer.
• Oversee all customer projects, such as integrations, custom apps, data migrations and special projects.
• Liaise and collaborate with product, engineering and the program office to co-ordinate the work required to fulfill the project.
• Develop and manage a detailed project schedule and work plan (agile).
• Own customer initialization - instructing the possibilities of the platform to deliver best solutions for their needs, end to end activation process
• Own product implementation and configurations for simultaneous customer engagements to contract specifications.
• Establish strong relationships with key customer stakeholders and maintain consistent lines of communication to drive high customer satisfaction.
• Configure the platform based on customer-specific requirements and business needs.
• Organize and deliver training sessions during customer onboarding, with a focus on platform overview and the Admin section.
• Coordinate and support User Acceptance Testing (UAT) to ensure the successful validation of configured features and workflows.
• Identify, track, and resolve configuration issues or software bugs prior to go-live.
• Provide support during the go-live and post-go-live phases, addressing ongoing issues and ensuring a smooth customer transition.
• Monitor, respond to, and escalate incidents in staging and production environments, as necessary.
• Partner with sales and customer success teams to align customer goals and strategy to product deliverables.
• Provide multi-faced support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting.
• Maintain working knowledge of an ever-evolving software solution as a product expert.
• Communicate effectively with technical and non-technical roles in Product, Development, Sales, Solutions, and Customer Success.
• Serve as a product expert by maintaining up-to-date knowledge of evolving software features, services, and systems.

Customer Implementation & Initialization Manager

Manager

• Lead the end-to-end implementation process for new customers
• Oversee the customer support team to ensure prompt and accurate resolution of technical issues
• Foster strong customer relationships, acting as a trusted advisor to ensure long-term satisfaction and retention
• Manage and mentor a team of implementation specialists and support specialists
• Continuously evaluate and improve implementation and support processes

Senior Implementation & Support Manager – SaaS

Human Resources

• Partner with the Director, Human Resources and hiring managers to lead full-cycle recruitment - from job postings, sourcing, screening, interviews, and offers.
• Deliver a best-in-class candidate experience from first contact through onboarding.
• Own and continuously improve the global onboarding process to ensure every new hire feels welcomed, informed, and connected.
• Be a trusted, approachable partner to managers and employees for everyday HR questions, while maintaining complete confidentiality and discretion.
• Support HR systems, payroll, and benefits.
• Contribute to bringing engagement, recognition, and performance programs to life.

Human Resources Business Partner

Business Development Rep

• Proficient in the ability to identify, research and qualify target accounts across our target market
• Develop relationships, market insights, engagement trends and prospect pain points
• Lead the full sales cycle, from prospecting, pitching through to commercial negotiation and close with a clear understanding of local compliance and contract law
• Consistently achieve and exceed targets for net new customer acquisition and whitespace opportunity
• Collaborate with Customer Success and Product teams to ensure smooth onboarding and product adoption
• Build trusted relationships with C-suite Level stakeholders and wider exec engagement
• Represent EnterpriseAlumni at industry conferences, events and networking forums across the US
• Develop relationships with the wider market, consultants, associates and advocates

Customer Implementation & Initialization Manager

Senior Implementation & Support Manager – SaaS

Human Resources Business Partner

Business Development Director