Implementation Specialist - #19543800


Date: Apr 6, 2021
City: Missoula, MT
Contract type: Full time

Submittable is seeking an Implementation Specialist to join our team in Missoula, Montana. Implementation Specialists serve as a trusted advisor to the client, acting as software trainer, process expert, and consultant. This position provides proactive, high-quality customer service for clients pre-launch to ensure their projects' success.

This is a full-time position in Missoula, MT, and reports to the Director of Technical Support.

The Implementation Specialist responsibilities include:

  • Conduct customer-facing business analysis and scoping to identify how a client's previous workflow processes can successfully translate into Submittable's platform

  • Design solutions and provide best practice recommendations based on customer input, industry knowledge, and expertise about the Submittable platform

  • Optimize Submittable's software to deliver personalized, actionable, and lasting solutions compatible with client needs. Implement all post sales deliveries including customization of look and feel and URL, integration setup, data imports, and report building

  • Audit renewal clients' current processes in the platform and consult on improvements. This can include making recommendations for efficiency and implementing new features into existing workflows

  • Develop and implement tailored training sessions and materials for clients and their stakeholders

  • Manage client onboarding from kick-off to launch to ensure all implementation phases are completed on time and within scope

  • Share knowledge with Account Management and other internal teams to coordinate launch processes and ensure smooth hand-offs before and after onboarding

  • Maintain a diligent and active communication stream with clients to manage timelines and expectations, address any potential roadblocks, and leave the client feeling secure in their solution

  • Advocate for clients by sharing feedback with department stakeholders, as well as Product, Engineering, Marketing, Sales, and Account Management Teams, to inform user stories and feature requests. Identify and communicate viable upsell opportunities and offer solutions that positively impact customer adoption and retention

  • Collaborate with internal teams to identify successful and unsuccessful project elements, risks, and lessons learned, to develop and implement mitigation strategies

  • Report, escalate, and communicate bug progress with active clients; modify workflows to accommodate and minimize impact of existing bugs

An ideal candidate will have these qualities and experience:

  • Proficient in project and time management

  • Previous implementation experience preferred

  • Demonstrated ability to understand and work with people of diverse cultures and backgrounds

  • Solutions oriented mindset

  • Proven ability to quickly gain working knowledge in one or more of the following industries: nonprofit/government grants administration, education, contests, awards

  • Excellent written and verbal communication

  • We are interested in every qualified candidate who is eligible to work in the United States. However, we currently do not sponsor H-1B visas

About Submittable

Submittable was started in 2010 by three creatives—a writer, a filmmaker, and a musician—as a simple way to submit creative work. Today it's a growing social impact platform used by thousands of organizations to manage their programs and maximize their impact.

Submittable has its headquarters in downtown Missoula, Montana, with a satellite office in Seattle, Washington and remote employees located around the U.S.

We offer highly-competitive benefits for full-time employees, including:

  • Health insurance, 401K, life insurance, and optional HSA, FSA, and DCA accounts

  • Flexible hours, including flexible vacations and sick leave

  • Generous paid parental leave policy for mothers, fathers, and adoptive parents

  • Discounted fitness memberships, professional development stipends, and book purchase reimbursement

  • Involvement in community outreach programs for all employees, including company volunteer outings at local nonprofits

  • Fully-stocked kitchens with complimentary snacks and beverages for all employees

  • Gender-neutral bathrooms with free pads/tampons

As a product used globally, we're very motivated to hire and support employees who are representative of different and diverse backgrounds and experiences, including but not limited to diversity of ethnicity, sexual orientation, gender, religion, ability, culture, and socioeconomics.

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