Implementation Specialist

• Must be able to commute within the Greater Philadelphia Area

The Implementation Specialist is responsible for the onboarding and implementation of new customers to the AIX platform. This individual will take customer implementations from start to finish, working with team members during the discovery, configuration, testing, deployment, training, and rollout of AIX's enterprise technology platform. They will support the design of customer workflows, facilitate the desired system requirements and configurations, and guide the customer throughout the life of the implementation process. Responsibilities include gathering business requirements and translating into developer specifications, planning and managing the implementation, conducting business acceptance and training sessions, troubleshooting technical issues and seeing change requests through to fruition.

The role requires a detail-oriented, results-driven individual who is passionate about our customer's success. They are equally adept at solving complicated technical problems as they are at conversing with clients and maintaining the highest degree of professionalism.

The successful candidate is expected to:

• Work directly with an AIX Engagement Manager to receive and document customer requirements, prioritize incoming feature and enhancement requests, translate into user stories / development tickets, and coordinate with team members for development and delivery schedules.
• Provide transparency and clarity for the Engagement Manager and AIX leadership by identifying timelines, action items, and specific needs during the implementation lifecycle.
• Execute against a customer's implementation schedule, ensuring delivery of project milestones and that deadlines are met.
• Qualify customer requirements in a courteous and effective manner, preparing customers for technical implementation and identifying the appropriate setup requirements.
• Translate internal product documentation, technical-speak and troubleshooting steps for business users.
• Assume ownership of customer problems and seek to identify, respond, and resolve any issues before they become a conflict, ensuring a satisfactory solution for both AIX and the customer.
• Deliver a high standard of customer training via telephone, video conferencing, face-to-face communication, and any other avenues when necessary.

Qualifications:

• 2+ years' experience in SaaS, product management, operations, implementation, client services, or related role.
• Outstanding written and communication skills, strong organizational skills, and proven ability to manage competing priorities in a fast-paced environment.
• Experience scoping technical requirements, creating process flows, and authoring user stories.
• An ability and interest in working in an ambiguous and rapidly changing environment; willingness to learn new technologies and establish new processes on the job.
• High standards for accuracy and work quality.
• Knowledge of financial services preferred but not required.
• Experience with GitHub preferred.
• Bachelor's degree required.