Vector

Implementation Specialist

• Deliver excellence in Operational Engagement and day to day management on key facility accounts
• Provide end user support, training, and change management on software app deployments
• Provide an in person Vector presence for both go-lives and ongoing support as part of a comprehensive Customer Success strategy
• Provide updates and status reports, both internally and customer facing regularly to ensure real time visibility and proper decision-making
• Provide play by play updates from the field to the teams, identifying, escalating and triaging issues as they arise
• Become Vector’s internal subject matter expert on the comprehensive operational needs of our customers

Implementation Manager

Product Manager

• Own the roadmap for deploying and administering Vector at enterprise scale
• Prioritize potential projects through demonstrating their alignment with our business strategy and the value to our current or future users
• Communicate that prioritization to other stakeholders in the company and drive consensus on the path forward
• Work closely with engineering, design, customer success and other team members on business cases, product requirements, development, launch, and adoption
• Understand Vector’s strategic position and deliver innovative products that align with this strategy
• Work directly with our clients to unearth pain points and understand their most pressing needs
• Communicate with the rest of the company the how and why for features

Customer Support

• Diagnosis, troubleshooting, problem triage or our customers’ open issues
• Communicating solutions to our customers
• Identifying and escalating potential issues as needed
• Proactively communicating and closing the loop with our customers and all stakeholders
• Assisting in customer conference calls as necessary
• Documenting issues for review
• Growing your skills in querying, reviewing, and using data to improve the process and workflow

Customer Support Representative

Frontend Engineer

• Help architect our web application
• Work with designers to build UI components
• Write tests

Implementation Manager

Product Manager

Customer Support Representative

Software Engineer, Frontend