• Implementation Specialist

    Job Locations US-MA-Framingham
    Category
    Customer Success
    Type
    Regular Full-Time
  • The Company

    Pioneer of the WorkHuman movement, Globoforce makes work more human for millions of people and organizations worldwide. Today, Globoforce is the leading provider of human applications, including its award-winning Social Recognition solution. Through its WorkHuman Cloud suite of products, companies can strengthen employee performance and relationships between people and teams on a more positive, socially connected level – in tune with how work gets done today. Founded in 1999, the company is headquartered in Framingham, Mass., and Dublin, Ireland.

    The Job

    Our Customer Success Team is responsible for ensuring our customers receive an outstanding customer experience and meet their business goals. Launch Success Managers and Specialists work with customers at the beginning of their customer lifecycle to build world class employee recognition programs through program goals definition, program design, configuration and adoption phases.  Launch Success Managers and Specialists work together delivering the results desired for both the client and Globoforce.

     

    The Implementation/Launch Success Specialist’s primary role is to assist the Launch Success Managers during the launch/implementation process. The Specialist will own and take responsibility for the initial customer setup activities such as creating customer records in various internal systems and creating materials for kickoff meetings, analyzing customer data, troubleshooting data file uploads and completing business requirements documentation. This position will also lead the User Acceptance Testing (UAT) phase with our customers by creating test scripts, managing UAT calls and reporting on testing logs.

     

    This is an exciting opportunity for an individual who is excited by implementations, relishes responsibility and is looking to join a fast-paced, high growth environment.  This is a terrific position to enter the environment of Customer Success implementations with an opportunity for growth in the team and organization, based on proven performance.

     

    The ideal candidate will have experience delighting customers, supporting projects, delivering against tight timelines, excellent attention to detail and great communication skills.

    Responsibilities, Skills & Qualifications

    • Maintain a detailed knowledge of Globoforce’s products and services
    • Detailed understanding of Global Strategic Recognition and best practices that deliver program success
    • Understanding of the Customer Success mission, goals and objectives including operational practices that ensure the delivery of Customer Success at Globoforce
    • Detailed knowledge of our proprietary Configuration Application tool and the processes to make changes to client programs using the application
    • Document and track pre-production issues using Jira
    • Provide follow up to the Launch Success Manager regarding Jira tickets in progress
    • Simultaneously support several implementation projects, communicate project data, track and analyze status of all ongoing projects according to process guidelines provided
    • Creation of customer-focused PowerPoint presentations and reports
    • Ensure proactive and responsive approach to all aspects of customer success
    • Ad hoc requirements as requested by Director of Launch Success

     

    Requirements & Qualifications:

    • College Degree or equivalent work experience preferred
    • 3+ years of business experience with a demonstrated ability to manage administrative projects
    • Proficient in Salesforce.com, and Microsoft Office; especially Excel
    • High energy and positive ‘can do’ attitude
    • Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment
    • Comfortable communicating with customers with a professional approach
    • Exceptional oral and written communication skills required to document and communicate with internal and external resources
    • Strong organizational skills with exceptional attention to detail required to ensure accuracy and effective execution of all projects and tasks undertaken
    • Demonstrated project management skills
    • Ability to work independently as a self-starter
    • Comfortable working with technology applications
    • Comfortable working with data and generating/analyzing reports
    • Experience with website creation and administration a benefit

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