Customer Implementation Specialist

The role of a Customer Implementation Specialist is to help each customer successfully implement the Weave platform during the onboarding process. Implementation Specialists are responsible for managing the relationship with each customer while ensuring a high quality experience and timely implementation. Each Implementation Specialist has a portfolio of customers in various stages of the implementation process and is required to prioritize, balance and manage both planned and unplanned work. 

A positive experience during the implementation process is critical to a customer’s long-term success and Weave is committed to finding the right people to make that happen.

• This position will be hybrid: M/T/W in office and Th/F are WFH

• Reports to: Onboarding Manager

What You Will Own

• Develop and manage relationships with customers throughout the implementation process.

• Manage a portfolio of customers in various stages of implementation.

• Act as the project manager/point contact for each customer.

• Keep the customer informed throughout the process and set clear expectations.

• Teach and train customers how to maximize the value of the Weave platform.

• Provide a five-star customer experience with each customer.

• Triage, troubleshoot and prioritize issues as they arise during implementation.

• Coordinate with adjacent teams on all tasks related to onboarding.

• Utilize reports and data from various systems to help guide decision-making and manage your portfolio of customers.

• Aid offices with installing their Weave software and hardware.

• Handle escalations with customers.

• Daily documentation of all completed and uncompleted work.

• Manage your calendar and scheduled events

What You Will Need to Accomplish the Job

• 2+ years of experience in Account Management / Implementation.

• Drives Results: Consistently achieving results, even under tough circumstances. 

  • Persists in accomplishing objectives despite obstacles and setbacks.

• Ensures Accountability: Holding self and others accountable to meet commitments. 

  • Takes personal responsibility for decisions, action, and failures.

• Manages Complexity: Making sense of complex. high quantity, and sometimes contradictory information to effectively solve problems.

  • Uncovers root causes to difficult problems.

• Resourcefulness: Securing and deploying resources effectively and effectively and efficiently.

  • Orchestrates multiple activities simultaneously to accomplish a goal.

• Being Resilient: Rebounding from setbacks and adversity when facing difficult situations.

  • Handles and manages crisis effectively.

• Organizational Savvy: Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.

  • Anticipates land mines and plans approach accordingly.

• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.

  • Understands that different situations may call for different approaches.

  • Can Act differently depending on the circumstances.

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.

  • Builds and delivers solutions that meet customer expectations.

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

  • Adjusts to fit the audience and the message.

• Collaborates with Others/Interpersonal Savvy: Building partnerships and working collaboratively with others to meet shared objectives.

  • Work cooperatively with others across the organization to achieve shared objectives.

  • Partners with others to get work done.

• Strong technical aptitude.

What Will Make Us Love You 

• Knowledge of basic computer networking and how an average home/office network is configured.

• Ability to have fun and interact with the team (during the appropriate times).

• Self-driven.

• Vision - ability to see beginning to end.

• Ability/Desire to build relationships (with co-workers and customers).

At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like w