What are the responsibilities and job description for the Software Product Implementation Engineer position at Softthink Solutions Inc?
We are seeking a highly motivated Implementation Specialist to join our team. This client-facing role is responsible for successfully implementing our software solutions , ensuring high customer satisfaction, and providing post-go-live support. The ideal candidate will have strong business software knowledge , experience in system configuration, and the ability to collaborate effectively between clients and technical teams.
Key Responsibilities :
Implementation & Client Engagement :
Lead end-to-end implementation of our software solutions, ensuring seamless deployment and high client satisfaction.
Gather and analyze business requirements to configure and optimize system functionality based on client needs.
Conduct training sessions to ensure clients are well-prepared to use the system effectively upon go-live.
Develop and manage implementation plans , ensuring on-time project delivery.
Schedule and facilitate client meetings, training sessions, and system configuration discussions in advance.
Act as the primary point of contact for clients during the implementation phase, ensuring a smooth transition.
Track project milestones and proactively identify and mitigate risks to ensure a successful rollout.
Technical Support & Issue Resolution :
Provide Tier 1 support , troubleshooting technical issues and escalating complex issues to Tier 2 or Tier 3 as needed.
Collaborate with the product and development teams to resolve client-reported issues effectively.
Maintain an issue tracking system , ensuring all reported problems are documented and resolved within SLAs.
Assist with post-live support, answering client inquiries, troubleshooting issues, and ensuring continued client success.
Process Improvement & Documentation :
Maintain and update implementation documentation, knowledge base articles, and help sheets .
Provide feedback to the product development team on system enhancements and feature improvements.
Support internal staff with system configurations, onboarding, and training .
Utilize CRM and ticketing systems to track tasks, client requests, and implementation progress.
Collaboration & Reporting :
Participate in weekly client and internal scrum meetings , providing updates on issue resolution and project progress.
Work closely with cross-functional teams to ensure alignment between technical and business requirements.
Track and report on implementation metrics , identifying areas for improvement.
Maintain compliance with company policies, client contracts, and industry regulations .
Qualifications & Skills :
2 years of experience in software implementation, system configuration, or technical support.
Strong analytical and problem-solving skills with a customer-centric approach.
Excellent verbal and written communication skills for client interactions and training sessions.
Ability to manage multiple projects simultaneously in a fast-paced environment.
Experience with CRM, helpdesk software, and ticketing systems .
Familiarity with business process automation, contract lifecycle management (CLM), or FOIA systems is a plus.
Basic SQL knowledge or experience with system integrations is an advantage.
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