Software Implementation Specialist

• Deliver high-quality, customized training sessions to clients both online and onsite, ensuring clients understand and maximize the use of the software.
• Oversee the successful initial setup and implementation of clients' software, ensuring it meets their unique needs and objectives.
• Provide expert-level consulting services to both new and existing clients. Offer tailored guidance to help clients optimize their use of the product and achieve their business goals.
• Proactively identify and address client issues, questions, and concerns throughout the implementation process. Escalate critical issues to management for swift resolution.
• Foster long-term relationships with clients, ensuring their satisfaction with the software and the implementation process. Respond promptly to inquiries, offering professional and efficient support.
• Travel to client sites (up to 20% of time) to facilitate onsite meetings, training, and support.
• Prepare and present relevant content and product demonstrations during client events and webinars. Engage clients with impactful presentations, showcasing best practices and real-world examples of how to use the software.
• Work closely with internal departments, including product and technical teams, to address and resolve any technical challenges clients may encounter during implementation.
• Maintain accurate records of client progress, issues, and communication. Ensure thorough documentation of client interactions and keep systems updated with relevant information.
• Stay up to date with the latest product features, industry trends, and best practices. Actively participate in internal training and professional development opportunities.
• Serve as a professional representative of the company by maintaining a positive and solutions-oriented attitude. Demonstrate exceptional communication skills and empathy with clients, fostering an environment of trust and collaboration.
• Provide technical support to clients using payroll and accounting software, addressing issues via phone, email, or web.
• Troubleshoot and resolve software-related problems, ensuring clients can efficiently process their daily tasks such as estimating, payroll, accounting functions, etc. and resolve discrepancies.
• Track client issues using call-center software and ensure accurate and timely documentation of all support cases.
• Track and manage support tickets to ensure timely resolution and follow-up with clients as necessary.

• Proven ability to independently manage and address complex client situations while adhering to established protocols.
• Excellent time management skills, with the ability to prioritize and handle multiple tasks efficiently.
• Strong communication and interpersonal skills, with a positive, customer-focused attitude and the ability to convey technical information in an accessible manner.
• Superior organizational skills, with a keen eye for detail and accuracy.
• Ability to maintain a high level of professionalism and empathy, even in challenging situations.
• Experience with Microsoft Word and Excel; working knowledge of other productivity tools (e.g., PowerPoint) is a plus.
• Strong analytical skills, with basic accounting knowledge being an advantage.
• Reliable and dependable, with proven punctuality and consistent work performance.
• A valid driver's license with a clean driving record acceptable to the company's insurance standards.
• Ability to travel up to 20% of the time to client locations for in-person training, meetings, and events.
• Experience in a similar client-facing role, particularly in software implementation, customer success, or IT consulting.
• Strong problem-solving skills with the ability to troubleshoot complex issues independently while following established protocols.
• Superior organizational skills and the ability to manage multiple support tickets simultaneously while prioritizing tasks effectively.
• Background in a relevant field, such as project management, business consulting, or technical support.

Foundation Software