[Hiring] Implementation Specialist @Nucompass Mobility Service

Role Description

The Implementation Specialist is responsible for new client implementation and ongoing client maintenance.

Implementation

• Assists with implementation of new clients, maintaining communication throughout the course of the project.
• Creates implementation project timelines to establish project length and scope.
• Initiates client and internal meetings and facilitates discussions.
• Engages in clear effective communication to establish responsibilities and due dates.
• Delegates tasks to client and internal team members to ensure deadlines are met.
• Documents key learnings, processes, and policy details in the Policy and Procedure Guide. Obtains client sign-off prior to go live.
• Assists internal stakeholders with writing client-specific requirements related to custom invoicing, reporting, and other customization that has been agreed to.
• Builds/configures the back-office system and CoPilot templates.
• Coordinates internal training prior to go live.
• Maintains implementation-related SOPs.

Client Maintenance

• Supports the Client Relations team with ongoing client projects specific to policy and/or process updates.
• Facilitates internal and client-facing meetings by documenting meeting discussions, key decisions, and sharing meeting notes with all participants. Keeps an ongoing action items list.
• Maintains policy and process level details in the Policy and Procedure Guide.
• Configures new policies in the back-office system and creates CoPilot templates.

Other

• Manages work orders and internal customer requests related to client-specific configuration, including requests for adding new expense categories and items, mapping expenses for accounting, and other requests that require updates to the back-office client setup and/or template configuration.
• Engages in special projects as they are assigned.

Qualifications

• Minimum 2-year relocation and/or related industry experience preferred.
• Project Management experience with ability to use standard project management tools.
• Technical aptitude and proficient in all Microsoft Office products.
• Strong attention to detail and highly organized.
• Service industry, client relations, customer service, or training experience.
• Flexibility in work schedules to meet deadlines.
• Comfortable working in a fast-paced environment with short deadlines, interruptions, and multiple tasks/projects occurring at once.

Competencies

• Business Acumen: Understands business implications of decisions; conducts cost-benefit analyses; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Business Ethics: Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Customer Service: First seeks to understand customer needs; displays courtesy and sensitivity; manages difficult or emotional customer situations; meets commitments; responds promptly to customer needs; solicits customer feedback to improve service.
• Communications: Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; selects and uses appropriate communication methods.
• Planning & Organization: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; integrates changes smoothly; sets goals and objectives; works in an organized manner.
• Problem Solving: Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem-solving situations.
• Project Management: Project planning and execution, communication, analysis, problem solving, and technical skills.
• Quality Management: Fosters quality focus in others; sets clear quality requirements; measures key outcomes; solicits and applies customer feedback; improves processes, products, and services.
• Use of Technology: Demonstrates required skills; adapts to new technologies, troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.