Reiger Technical Search - IT Recruiters

Implementation Specialist - Monitor

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Columbus, OH
$55,000 - $71,000
Job Type
Direct Hire
Jan 09, 2019
Job ID

Implementation Specialist - Monitor


An Implementation Specialist in the Monitor role is responsible for supporting newly live customers as well as delivering service projects for live customers.  The monitor role focuses on the transition from implementation into support which is referred to as the Monitoring phase of the project.  You will work closely with the implementation team members.  An Implementation Specialist is responsible for managing 14-20 projects at any given time with the average timeline being 6 months.  Occasional travel may be required. 


Essential Duties and Responsibilities include the following. Other duties may be assigned:


? Participate as a key member of the implementation team charged with successfully implementing the Cloud Shipping solution and become a subject matter expert in its functionality.

? Serve as the primary point of contact for the customer once the initial implementation is live until the implementation is fully completed and the customer transitioned to support.

? Maintain a prioritized and detailed open issues list for each project.

? Lead discussions with customers regarding their business requirements and provide recommendations on usage of the solution.

? Draft Statements of Work for customizations and obtain customer approval.

? Coordinate with and refer issues to the support team as needed. 

? Ensure customer satisfaction and retention through timely solution delivery within the project timeline.

? Utilize customer relationship management (CRM) system to track and maintain accurate project status.  Record customer communication through the CRM system, providing transparency to project status. 

? Remain engaged with the customer throughout the monitor and refining phase.

? Exchange routine information with fellow members of implementation team, including priorities, timeliness, and issues as they arise. 

? Maintain and expand knowledge and proficiency on implementation job function, products/services and implementation best practices.


The ideal candidate will have 3-5 years prior implementation and/or support experience.  That experience will include managing many projects at a time and working as part of a team. The candidate will bring their own personality to the role while following the company’s standard methodology.  


They will thrive on changing priorities and juggling customers in order to balance attention across a large and diverse set of projects.  They will manage their schedule to work well alone without much supervision.  


They will be good at organization and great a communicator; both written and orally.  They will enjoy leading screen share sessions with customers while enthusiastically sharing knowledge.