What are the responsibilities and job description for the Implementation Specialist position at Info Image?

Job Description

Summary of position :

The Implementation Specialist is responsible for the overall success of project implementation processes for clients, functioning as a project manager and coordinator of multiple internal and external partners. This position serves as a vital partner and bridge between clients, Sales Representatives, Account Managers, and Account Coordinators.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Project Implementation :

Develops and monitors project plans and timelines in accordance with contract agreements to meet customer expectations
Assists clients with set-up decisions based on product knowledge
Prepares internal Statements of Work (SOW) and project timelines in accordance with technical, production, and customer requirements in conjunction with assigned Business Analyst
Conducts kick-off meetings with every new client; reviews expectations and creates written project implementation plans with milestones and deliverables
Coordinates all aspects of project implementation; works closely with the client and internal project team members; works with Business Analyst to oversee project workflow and analysis; works with clients, production, and programming departments, Sales Team, and Account Managers to coordinate project implementation activities
Organizes, convenes, and documents regular client and internal project team meetings throughout implementation; posts go-live to present and review project activities; establishes deadlines and keeps projects on track
Creates work orders for add-on services to meet clients’ expectations and project timelines
Monitors every step of the implementation process and project progress; anticipates potential issues and proactively manages details
Communicates project statuses and disseminates project information to clients and internal project teams on a regular basis
Issues client surveys at the completion of each implementation to determine clients’ perspectives on the overall projects

Client Relations :

Maintains a professional and courteous attitude with clients

Responds to clients in a timely and attentive manner

Communicates clients’ concerns and future needs to Account Managers

Demonstration and Training :

Provides product related demos to new and existing clients

Provides recommendation to clients of best business practices and industry standards

Provides new products and features training to all internal departments

QUALIFICATION REQUIREMENTS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Experience and Skill Requirements :

Education :

Bachelor’s Degree preferred in Business Administration, Information Systems, or a related area of study

Experience and Skills :

A minimum of 1 years in project management or technical support experience

Ability to work collaboratively and effectively with diverse staff, colleagues, and clients

Demonstrated ability to analyze problems / issue, gather data and information, evaluate, and recommend alternative solutions

Demonstrated skill in accurate record keeping with strict attention to detail, organize and maintain efficient files and records

Ability to use discretion, exercise good judgment, resourcefulness, tact, diplomacy, and maintain strict confidentiality

Demonstrated skill in expressing ideas clearly and effectively

Computer Skills :

Advanced skill and proficiency using Microsoft Word, Excel, Outlook, or other software applications to retrieve data, create spreadsheets, and generate reports

Knowledge of any programming language a plus

Basic computer software / Hardware / Networking / Encryption knowledge a plus

Language Skills :

Speak excellent English and communicate information in a clear, concise manner

Excellent verbal and written skills

Must communicate information in a clear and concise manner

Ability to quickly build rapport with professionals in the financial and health care industry

Outstanding customer service skills

Time Management and Organizational Skills :

Demonstrate ability to manage multiple projects and meet deadline

Able to resolve questions, problems, etc. in a timely manner

High level of accuracy and attention to detail

Self-motivated, goal oriented, and persistent

Must possess a high level of initiative and work well in a team environment

Able to handle stressful situations and deadline pressures well

Physical Requirements :

Multi-limb and eye-hand coordination

Able to stand, bend, reach, stoop and lift boxes up to 10 lbs.

Fast paced / multi-tasking with organization and efficiency

Able to sit at desk, working on computer and phones for a full work day

Able to work in a fast pace environment / multi-tasking with organization and efficiency

Able to work overtime as needed

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