Implementation & Customer Success Associate
Job Description
Essential Functions of the Role (Responsibilities include but are not limited to the following):
This position is in the Innovation & Education department, where we translate our experience and analytics into delightful, user-friendly experiences to help our clients solve big problems.
CARES (Community Abatement Resource Economic Solutions) is designed as a comprehensive opioid abatement solution to help
communities who have been affected by the opioid epidemic develop and implement plans, budgets, and evaluations to save lives.
As an Implementation & Customer Success Specialist, you will help craft our customer-success strategies, building strong
relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer
experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve
relationships. To succeed in this role, the candidate should have relevant digital or advertising experience and a track record of
analyzing and optimizing technical implementation campaigns.
• Act as the primary point of contact for client accounts, building trust while identifying opportunities, highlighting best
practices, and documenting key insights.
• Review the customer journey and use a consultative approach to help clients address challenges and meet goals.
• Coordinate workflow and communication among project team members, including third-party vendors, to ensure timely
completion of deliverables.
• Collaborate with team members to strategize for upcoming client meetings and address client needs.
• Prepare and present documentation on project performance, analyzing trends to identify areas for improvement.
• Respond to technical inquiries via email, chat, or phone, guiding clients through problem-solving processes.
• Inform clients about CARES products and services, assisting with onboarding, implementation, training, and ongoing
support.
• Guide clients through system setup, troubleshooting, and maintenance, ensuring optimal configuration.
• Establish and nurture relationships as a trusted advisor to maximize the value clients gain from our products and services.
• Develop and maintain customer success strategies, best practices, and support materials, working with the creative team.
• Communicate with internal and external stakeholders to understand customer needs, maximize retention, and share insights.
• Track and report on customer success metrics and maintain relevant data as directed.
• All other duties as assigned.
Qualifications (Education, Certifications, and System Experience):
2-4 years’ experience in Customer Success, IT help desk, Product Implementation, or related field experience
Bachelor's degree and background in Software Implementation, Training, and Customer Support
Ability to build software training materials and conduct monthly client training sessions to promote client engagement
Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
Ability to breakdown technological processes and deliver clear, step-by-step instructions
Ability to diagnose and resolve a variety of technical issues
Patient, friendly demeanor with a great aptitude for listening
Nice to Haves:
• Eagerness to learn new technologies and systems
• Team-oriented mindset with an openness to constructive feedback
• Strong understanding of market dynamics and the ability to translate business requirements into product features.
• Excellent problem solving, analytical, and communication skills to effectively advocate for the product internally and
collaborate across teams.
• Project management skills to prevent roadblocks, meet deadlines, and achieve business objectives.
• Ability to drive adoption and facilitate cross-functional collaboration for successful product implementation.
Key Success Factors:
• Excellent verbal and written communication skills, including ability to effectively communicate internally and externally in
hybrid environment.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given,
prescribed routines, and standard accepted practices.
• Must be able to work well under tight deadlines and be able to manage multiple competing priorities.
• Possess, growth mindset, collaborative spirit, while maintaining a positive attitude and providing exemplary customer
service.
Physical Requirements:
• Tech Breakdown
o New Client Set-up and User Management: 10%
o Product Training: 30%
o Product Support (in platform, phone and email): 40%
• Daily Responsibilities
o Hands-On: 50%
o Team Collaboration: 20%
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and
local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to talk, listen and speak clearly on telephone and online meetin
Click here to apply online
This position is in the Innovation & Education department, where we translate our experience and analytics into delightful, user-friendly experiences to help our clients solve big problems.
CARES (Community Abatement Resource Economic Solutions) is designed as a comprehensive opioid abatement solution to help
communities who have been affected by the opioid epidemic develop and implement plans, budgets, and evaluations to save lives.
As an Implementation & Customer Success Specialist, you will help craft our customer-success strategies, building strong
relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer
experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve
relationships. To succeed in this role, the candidate should have relevant digital or advertising experience and a track record of
analyzing and optimizing technical implementation campaigns.
• Act as the primary point of contact for client accounts, building trust while identifying opportunities, highlighting best
practices, and documenting key insights.
• Review the customer journey and use a consultative approach to help clients address challenges and meet goals.
• Coordinate workflow and communication among project team members, including third-party vendors, to ensure timely
completion of deliverables.
• Collaborate with team members to strategize for upcoming client meetings and address client needs.
• Prepare and present documentation on project performance, analyzing trends to identify areas for improvement.
• Respond to technical inquiries via email, chat, or phone, guiding clients through problem-solving processes.
• Inform clients about CARES products and services, assisting with onboarding, implementation, training, and ongoing
support.
• Guide clients through system setup, troubleshooting, and maintenance, ensuring optimal configuration.
• Establish and nurture relationships as a trusted advisor to maximize the value clients gain from our products and services.
• Develop and maintain customer success strategies, best practices, and support materials, working with the creative team.
• Communicate with internal and external stakeholders to understand customer needs, maximize retention, and share insights.
• Track and report on customer success metrics and maintain relevant data as directed.
• All other duties as assigned.
Qualifications (Education, Certifications, and System Experience):
2-4 years’ experience in Customer Success, IT help desk, Product Implementation, or related field experience
Bachelor's degree and background in Software Implementation, Training, and Customer Support
Ability to build software training materials and conduct monthly client training sessions to promote client engagement
Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
Ability to breakdown technological processes and deliver clear, step-by-step instructions
Ability to diagnose and resolve a variety of technical issues
Patient, friendly demeanor with a great aptitude for listening
Nice to Haves:
• Eagerness to learn new technologies and systems
• Team-oriented mindset with an openness to constructive feedback
• Strong understanding of market dynamics and the ability to translate business requirements into product features.
• Excellent problem solving, analytical, and communication skills to effectively advocate for the product internally and
collaborate across teams.
• Project management skills to prevent roadblocks, meet deadlines, and achieve business objectives.
• Ability to drive adoption and facilitate cross-functional collaboration for successful product implementation.
Key Success Factors:
• Excellent verbal and written communication skills, including ability to effectively communicate internally and externally in
hybrid environment.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given,
prescribed routines, and standard accepted practices.
• Must be able to work well under tight deadlines and be able to manage multiple competing priorities.
• Possess, growth mindset, collaborative spirit, while maintaining a positive attitude and providing exemplary customer
service.
Physical Requirements:
• Tech Breakdown
o New Client Set-up and User Management: 10%
o Product Training: 30%
o Product Support (in platform, phone and email): 40%
• Daily Responsibilities
o Hands-On: 50%
o Team Collaboration: 20%
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and
local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to talk, listen and speak clearly on telephone and online meetin
Click here to apply online