Remote
Batched Implementation & Support Specialist
The Batched Implementation & Support Specialist is a critical part of the Customer Success team and is responsible for the first impression and continued quality of the client experience. This position has overall responsibility to guide the client through a successful Batched implementation working closely with the sales and product teams. You are obsessed with providing speed to value. Sometimes you encounter obstacles but hurdle over them without breaking stride...you live for the rush you feel when you cross the finish line.
The Batched for Label Traxx office is based out of Cincinnati, Ohio. This position can be fully remote.
Responsibilities of this role include:
- Serve as the main point of contact, trusted advisor and doer during the customer implementation
- Gather requirements, constraints, and configuration information from the client and lead the customer to implement them in the product with support from product team
- Receive and respond to customer communication in a timely manner and ensure resolutions meet or exceed expectations. Communication is key…even when there isn’t much to communicate
- Assist in the development of best practices and scalable processes - every implementation is an opportunity to get better
- Create internal and client facing documentation
- Coordinate and lead customer training sessions
- Elevate the voice of the customer within the organization
- Own the service relationship with the customer throughout the implementation and beyond
- Collaborate with Product Management Team to provide input/feedback directly from customers to influence product roadmap and priorities
- Upsell additional customer machines for increased usage and identify additional opportunities across the Label Traxx suite of products
- You love technical problem solving and developing creative solutions. You view every obstacle as an opportunity to flex your deep product knowledge and problem solving skills
- The ability to multi-task and manage multiple ongoing projects while making every customer feel like they are your #1 priority is one of your super powers
Key Metrics:
- Achieve above average client satisfaction as measured by client surveys
- Meet or exceed implementation timelines
- Deep product knowledge and ability to solve client challenges and issues
- Maintain accurate implementation timelines to allow for accurate scheduling
Some of what we are looking for in a candidate includes:
- Knowledge of SaaS Implementation and Onboarding practices
- 2+ years relevant experience in customer success, professional services, implementation, and/or project/program management
- Experience with SQL and BI tools such as Microsoft Power BI
- A start-up mentality with a bias for action and results
- Excellent communication, presentation and relationship building skills
- Ability to manage multiple projects and priorities
- Empathy and calm confidence when faced with customer issues and escalations
- Ability to work cross functionally to drive results and improvements
If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply. You may be just the right candidate for this or other roles in our organization.
Join Us!
If you’re interested in this role, please contact us by email and we will reply as soon as possible.