Implementation Specialist (Customer Onboarding)

The Customer Onboarding Specialist role is to act as the main point of contact for our customers (Property Management companies, Homeowners/Condo/Property Associations, Community Developers) during the roll out of our security system to residents of our new communities. We are looking for a talented and hardworking individual to deliver an exceptional customer experience by managing assigned customer projects from start to completion.

Duties and Responsibilities

• Review project documentation to become familiar with installation details
• Format project deliverables and timeline to be presented to customer for review and approval
• Create system logins and reference materials
• Maintain project tasks in TaskRay project management software
• Respond to emails, phone calls, and other forms of correspondence (internal and external)
• Perform special projects and other duties as assigned
• Participate in project meetings with internal departments to gather installation & implementation requirements
• Host implementation conference call with customer to review project in its entirety and ensure expectations are aligned
• Manage and facilitate creation of resident databases and subsequent upload of data into proprietary software
• Create written communications (mailing/posting/email campaign) to introduce new system and provide details regarding on-site meetings and coordinate its distribution
• Schedule and coordinate on-site meetings as well as create the presentation to train community residents on the new security system
• Provide written communication to internal departments summarizing key project details and important dates
• Schedule and provide training to community appointees on related software for systems installed
• Provide signed job completion form to close out project
• Conduct on-site presentations to train community residents on the new security system
• Conduct on-site registration events to issue access control credentials to the community's residents
• Provide an on-site presence for Gate System activations

Skills:

• Excellent communication skills (both oral and written)
• Strong presentation skills (small and large groups)
• Computer literate and proficient with Microsoft Office Suite (Microsoft Project experience a plus) and other Web-Based Programs
• Detail oriented and ability to work independently
• Well-built skills in organization, prioritization and time management with ability to work in a fast-paced environment with changing priorities
• Ability to learn technical products
• Work efficiently to meet project deadlines while maintaining a high attention to detail