Job Title: Implementation Specialist
Department: Operations
Location: Remote
Reports To: Vice President of Business Solutions

Job Overview:

HCIactive is looking for a Junior Implementation Specialist who will guide clients through the onboarding process and ensure the successful deployment of software solutions. This role focuses on understanding client needs, configuring the platform to meet their requirements, and providing ongoing support throughout the implementation lifecycle. The Implementation Specialist will collaborate closely with clients, project managers, and technical teams to ensure smooth transitions, deliver customized solutions, and build strong relationships.

Key Responsibilities:

• Client Onboarding:
  Serve as the primary point of contact during the onboarding process, ensuring clients are set up correctly and all necessary steps are taken for a smooth implementation.
• Solution Configuration:
  Customize and configure the company's platform based on client specifications, ensuring that all solutions are tailored to meet each client's unique needs.
• Project Coordination:
  Collaborate with project managers and technical teams to establish timelines and milestones for each implementation. Track progress, manage expectations, and address any issues that arise during the process.
• Client Training & Support:
  Provide comprehensive training to clients on how to effectively use the platform. Conduct virtual or in-person sessions, and offer ongoing support to answer questions or troubleshoot issues.
• Requirements Gathering:
  Work closely with clients to gather their business needs and requirements. Translate these into actionable technical specifications for the product team and developers.
• Quality Assurance & Testing:
  Ensure that all implemented solutions are thoroughly tested before going live. Identify and resolve any issues that could impact the performance or functionality of the platform for the client.
• Documentation:
  Maintain detailed documentation of the implementation process, including client requirements, configurations, timelines, and any challenges encountered. Provide handover notes to support teams for post-implementation assistance.
• Client Relationship Management:
  Build strong, long-term relationships with clients by providing exceptional service throughout the implementation process. Act as an advisor, ensuring clients maximize the value of the platform.
• Feedback Loop:
  Collect feedback from clients regarding the implementation process and the platform’s functionality. Share insights with product and development teams to continuously improve the software.

Qualifications:

• Education:
  Bachelor’s degree in Business, Information Technology, or a related field. Equivalent experience may be considered.
• Experience:
• 1-3 years of experience in software implementation, client success, or technical support, preferably within the insurance or Insurtech industry.
• Experience with SaaS platforms, including cloud-based technology solutions.
• Skills:
• Strong technical aptitude, with the ability to understand software platforms and their configuration.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
• Highly organized and detail-oriented, with project management skills to manage multiple client implementations simultaneously.
• Proficient with implementation tools, project management software, and CRM platforms.
• Problem-solving skills and the ability to troubleshoot issues and offer quick solutions.
• Strong customer service orientation, with a commitment to client success.

Key Competencies:

• Client-Centric Mindset:
  Ability to understand and prioritize client needs, ensuring their success with the platform.
• Technical Proficiency:
  Deep understanding of software solutions, configuration options, and the ability to troubleshoot technical issues.
• Collaboration:
  Skilled at working with internal teams, including developers, project managers, and customer success to deliver seamless implementations.
• Adaptability:
  Comfortable working in a dynamic environment where each implementation may present new challenges.
• Communication:
  Strong verbal and written communication skills, enabling clear dialogue with clients and internal teams.

Benefits:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package (medical, dental, vision)
• Retirement plan with company match
• Professional development opportunities
• Flexible work environment and remote work options