Rundoo

Implementation Specialist

• Project manage the full implementation process: Oversee getting a client live on Rundoo, from kickoff call post contract to hardware ordering and setup to training and go live support.
• Build strong client relationships: Develop a deep understanding of each client’s unique needs and goals, offering support throughout the onboarding process.
• Partner with sales development and customer success teams: Collaborate with both teams to ensure smooth handoffs and successful transitions, maximizing client satisfaction.

Implementation Manager

Customer Support

• Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff
• Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions
• Perform data analysis and reconciliation work using spreadsheets
• Collaborate with Engineering to communicate customer issues and submit detailed bug reports
• Leverage AI-assisted tools to improve response quality
• Partner with Client Success team by escalating at-risk accounts
• Contribute to knowledge base by documenting solutions
• Maintain metrics including <24hr resolution time for 90%+ of tickets

Implementation Manager

Product Support Specialist