Implementation Consultant

Location: Remote

Purpose 

This role is responsible for the successful onboarding of new customers globally, as allocated. This position will require you to work directly with the clients to assist with data conversion and implementation, provide guidance on best practices, and coordinate with NewBook trainers to ensure pre and post-live support is provided. 

Key Responsibilities 

Onboarding and Service: 

• Manage the overall setup program for clients, including timelines, milestones, and deliverables. 
• Serve as the primary point of contact for clients during the implementation process to gather and transition their data onto the company's platform or system. 
• Address client inquiries, concerns, and requests promptly and professionally. 
• Maintain a high level of customer satisfaction throughout the setup and implementation phases.
• Ensure data integrity and accuracy during the transition process. 
• Data entry of complex client data.
• Collaborate with technical teams to resolve data-related issues. 
• Offer expertise in interpreting and analyzing custom and complex data sets to provide insights and guidance to clients. 
• Assist clients in leveraging the product to derive actionable insights from their data. 
• Identify potential risks and challenges during the setup and implementation process. 
• Develop mitigation strategies and contingency plans to address and minimize risks. 
• Regularly assess and report on the status of identified risks. 
• Coordinate cross-functional teams to ensure all aspects of the implementation are on track. 

Live Day Preparation: 

• Work closely with training team to assist them for their "live day," which will involve the launch of their database, ensure importing and setup requirements are met. 
• Provide guidance and support to trainers and clients during the transition to live operations, addressing any questions or concerns they may have. 

Client Support: 

• Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions and employ active listening to fully understand customers' needs and provide accurate solutions. 
• Offer ongoing support to training department for clients after the live day.
• Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management / customer success. 
• Achieve customer satisfaction metrics and contribute to improving customer experience. 

Self-Leadership: 

• Continuously update your knowledge and skills related to the company's offerings and industry trends.
• Stay informed about changes and updates to the company's products or services.
• Take the initiative to identify areas for improvement in the client training process and suggest enhancements. 

Documentation and System Management: 

• Maintain and log detailed records of onboarding clients requirements, progress, and feedback in Confluence and related programs.
• Maintain Knowledge Base and Confluence.

Key skills and experience 

• Strong problem-solving skills and the ability to assess and mitigate risks. 
• A customer-focused work ethic with demonstrated experience in customer service. 
• Ability to build strong relationships with clients and peers. 
• Strong technical acumen. 
• In-depth knowledge of the company's product or service, including its technical aspects. 
• Excellent verbal and written communication skills. 
• Empathy and patience in handling customer inquiries and challenges. 
• Proficient in conducting engaging and informative training sessions. 

Additional Information 

• Flexible working hours may be required to accommodate clients in different time zones. 
• Training and ongoing professional development will be provided to enhance your product knowledge and training skills.
• Opportunities for career advancement within Newbook may be available based on performance and company needs. 

Measures of Success 

• Client SLA targets met. 
• Contributes to improving processes. 
• CSAT. 
• Can proactively address and deescalate clients to reduce risk of churn. 
• Accuracy and quality of work is maintained at a high quality.
• Agreed KPI’s are consistently met. 

This role is critical in ensuring a seamless and successful transition for clients from the setup phase to full implementation. By offering exceptional customer service, expertise in the product, and effective program management, the Setup and Implementation Specialist plays a vital role in enhancing client satisfaction and achieving successful implementations.

About Us:

At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com. 

At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. We strive to empower our team and our customers to achieve and win more than ever before.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities, please consider the following: 

- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at [email protected] for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to [email protected]