Implementation Specialist

ChurnZero is looking for a passionate, results-oriented individual to join our award-winning team. In this role, you'll learn and leverage an industry-leading customer growth platform to empower customers to increase revenue and retention, accelerate their impact, and deliver the best possible experience to their customers. Led by chief customer and product officer Abby Hammer, one of 2024's Top CS Strategists, you'll have a career-defining opportunity to join a team named 'Top Customer Success Team of 2024' and consistently celebrated for excellence in customer value and partnership by SIIA CODiE, Appealie Awards, and Customer Success Collective. Join the ChurnZero implementation team and become an integral part of the journey.

Job Title: Implementation Specialist
Classification: Exempt
Reports to: Manager, Implementation
Location: Washington, DC, Remote (US-based)
Target Salary Range: $72,000 base salary 5000 variable

Implementation Specialist Role

As an Implementation Specialist, you will operate as a member of the larger Customer Experience team to cultivate exceptional experiences and sustained value for ChurnZero customers by acting as their guide through the data implementation and feature configuration phases of our onboarding process.

You will recommend best practices for customers to operationalize their customer success programs within ChurnZero while overseeing both the set-up of native integrations and initial feature configurations. You will consult with customers on their data needs to meet their key goals for initial launch and assist in implementing the ideal set-up to achieve those priorities. You’ll be responsible for managing timelines and advising customer technical teams in sending their product data directly to ChurnZero.

Responsibilities

• Advise customers on best practices for designing, implementing, and scaling their Customer Success programs within the ChurnZero system, and directly translate customer needs into ChurnZero workflows for long-term success with the platform
• Manage project deliverables and timelines in coordination with internal and external stakeholders: communicate project risks, keep stakeholders on track, and meet or exceed team KPIs.
• Build strong customer relationships by maintaining high levels of engagement and communication; be the customer’s proactive guide and advocate through implementation
• Translate technical requirements to non-technical, product, and development teams alike to ensure clarity and confidence in decisions throughout implementation
• Accurately scope customer data needs relative to their goals and translate them into a project plan that prioritizes customer time to value.
• Oversee the entire data implementation phase of onboarding for a rotating portfolio of customers, from contract close through the completion of their initial implementation.
• Maintain a working knowledge of native ChurnZero integration functionality and database structure, applying that knowledge to troubleshooting and creative problem-solving with customers. This includes querying databases and working with SQL to diagnose complex data issues.

• Deliver walkthroughs of data and feature configurations in ChurnZero to ensure customer confidence with the platform and offer recommendations to optimize use of the system throughout implementation.
• Inform the future of the ChurnZero platform through product feedback and proposals, both internally and customer driven.
• Contribute towards the development of a strong team environment by upholding high work standards, process improvement, and cross-collaboration.

Qualifications

• BA/BS degree or equivalent work experience
• 2 years’ experience in Implementation/Onboarding, Account Management, or SaaS Customer Success roles, with a strong perspective on operationalizing Customer Success and industry best practices.
• Working knowledge of Salesforce.com and CRM data structures
• Experience with advising around use of APIs and JavaScript
• Technical knowledge of software integrations, and a working knowledge of SQL.
• Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms.
• Strong project management skills: ability to break down work into steps and develop and communicate schedules and task ownership. Includes scoping length and difficulty of projects while anticipating and adjusting for project changes.
• Unrivaled sense of autonomy, ownership, and dedication to proactively helping customers realize their intended value
• Ability to manage multiple priorities while maintaining strict attention to details
• Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations

About ChurnZero

ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI™, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.

Salary : $72,000