What are the responsibilities and job description for the Customer Implementation Specialist I position at Sertifi?
Sertifi is a leading technology company dedicated to helping businesses finalize business faster, providing a complete agreements platform for the Hospitality and Travel industry. Brands like Marriott, Topgolf, and AEG Worldwide trust Sertifi to efficiently and securely sign documents, exchange card authorizations, and complete payments with their customers. Sertifi's easy-to-use platform helps tens of thousands of businesses in more than 135 countries, with more than $5 billion in payment requests sent through the system annually. With decades of experience in Hospitality and Travel, Sertifi is building a network that gives guests and travelers across the globe a great experience from the start.
The Customer Implementation Specialist is responsible for guiding new customers through the post- sales process, providing recorded and live trainings on best practices and ensuring product adoption.
In this role, you will be focused on Tech Touch, providing live training for our eAuthorize and eSignature tools, assisting with embedded forms, and utilizing expertise in: Compliatric, Laboredge, Logix, Infor, Dock365, Skyblux, CBAT Career Builder
The ideal candidate is empathic, patient, and has past experience in a SaaS customer service role.
This position will report to Manager of Customer Implementation and may involve minimal travel to customer sites or trade shows
Candidates must be based in the United States, in Chicago, or within a Sertifi approved state for remote work:
AZ, CO, FL, GA, IA, ID, IL, IN, MA, MD, ME, MI, MO, NC, NH, NJ, OR, PA, TN, TX, VA, WI
Throughout the interview and onboarding process, Sertifi also reserves the right to conduct independent reference checks to verify past experience and performance in addition to our standard background check and onboarding procedures.
Challenges You'll Tackle:
What You'll Need to Succeed:
Desired Candidate Attributes:
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology. Must be able speak, see and hear. Must be able to remain in a stationary position for prolonged periods of time.
What’s in it for you:
You will work in a collaborative environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: Competitive salary, Unlimited PTO, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program.
Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.
The Customer Implementation Specialist is responsible for guiding new customers through the post- sales process, providing recorded and live trainings on best practices and ensuring product adoption.
In this role, you will be focused on Tech Touch, providing live training for our eAuthorize and eSignature tools, assisting with embedded forms, and utilizing expertise in: Compliatric, Laboredge, Logix, Infor, Dock365, Skyblux, CBAT Career Builder
The ideal candidate is empathic, patient, and has past experience in a SaaS customer service role.
This position will report to Manager of Customer Implementation and may involve minimal travel to customer sites or trade shows
Candidates must be based in the United States, in Chicago, or within a Sertifi approved state for remote work:
AZ, CO, FL, GA, IA, ID, IL, IN, MA, MD, ME, MI, MO, NC, NH, NJ, OR, PA, TN, TX, VA, WI
Throughout the interview and onboarding process, Sertifi also reserves the right to conduct independent reference checks to verify past experience and performance in addition to our standard background check and onboarding procedures.
Challenges You'll Tackle:
- Facilitate the transition of new clients from implementation to self-sufficiency using Customer Success software (ChurnZero, Salesforce)
- Educate clients through sharing training materials, and answering any follow up questions
- Perform live trainings with customers via Microsoft Teams
- Develop a basic knowledge of all Sertifi products
- Maintain customer needs, questions, and interactions to capture and share with Customer Success & Sales Teams as needed
- Respond to customer requests through shared inbox
- Utilize existing standard operating procedures to solve routine problems
- Collaborate with internal teams including Sales, Engineering, Product, and Marketing
- Work on ad-hoc customer set up and adoption projects as necessary
What You'll Need to Succeed:
- Bachelor’s Degree from a four-year accredited College/University or related work experience
- 2-3 years experience in a customer onboarding, implementation, or customer service role
- Experience working in SaaS industry
- Experience with Salesforce.com
- Experience with Adobe Acrobat Pro
- Experience with Customer Success software (i.e., ChurnZero)
- Passionate about customer success and driving customer outcomes
- Ability to summarize technical and complex topics to a specific target audience
- Strong problem solving and analytical skills
- Extreme attention to detail
- Organization of workload
- Able to collaborate well with a team, but can also manage their workload independently
- Energetic and eager to succeed
- Must be highly motivated and have a positive attitude
- Excellent communication
Desired Candidate Attributes:
- Communication
- Teamwork
- Time Management
- Organization
- Interpersonal Skills
- Work Ethic
- Stress Management
- Creativity
- Resourcefulness
- Open to criticism
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology. Must be able speak, see and hear. Must be able to remain in a stationary position for prolonged periods of time.
What’s in it for you:
You will work in a collaborative environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: Competitive salary, Unlimited PTO, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program.
Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.
