Sr. Implementation Specialist

About Us 🌎
EcoCart is a leading climate technology application for online retailers. We partner with brands to meet their sustainability goals by identifying opportunities to reduce their carbon footprint throughout their supply chain and business operations. Where greenhouse gas emissions are unavoidable we partner with certified carbon offset projects. By helping ecommerce businesses tell their sustainability story we boost trust, prevent greenwashing, and offset unavoidable greenhouse gas emissions. 
We are a 50-person, remote-first company looking for people who are motivated by being part of a team building products that will help change the world. We're growing quickly, and want you to grow with us - Join us in our mission to make the fight against climate change easy, accessible, & affordable for everyone!
EcoCart is currently only hiring folks based in the United States or Canada.
See who you'd be working with by checking out our org chart: https://theorg.com/org/ecocart
The OpportunityThe Sr. Implementation Specialist at EcoCart is a brand new role that will be heavily involved in pre-sale activities. This role will actively take ownership of customer onboarding and post-sales support work - Owning the customer's requirements and problems from start to finish. Onboarding is one part project manager and one part implementation - The process of working with the customer and managing the integration of EcoCart into their ecommerce fulfillment workflow.
We typically expect a 21 day or less onboarding time frame for our largest customers. This role is measured by quality of Onboarding through CSAT and efficiency of onboarding by Time to Live.
You'll be working directly with customers using our services as they encounter and overcome problems. If you are a self-starter with experience onboarding customers using ERP systems, we want to hear from you!
Salary Range: $65,000-$85,000 OTE

About You

• You're empathetic - You're able to put yourself in the customer's shoes and help point them in the right direction when they encounter problems
• You're an effective multitasker and negotiator - You can prioritize and have the ability to say no to customers when necessary
• You have great communication skills (written and verbal)
• You like variety and enjoy multifaceted roles
• You excel with minimal supervision & enjoy being part of a remote, distributed team
• You are excited by the opportunity to make a big impact and build processes that'll make your job more efficient over time
• You have experience within the ecommerce space such as one or more of the following: Shopify, Big Commerce, Woo Commerce, etc
• You have experience with B2B sales platforms, point-of-sale systems, ERPs, 3PLs/warehouse management systems, and order and inventory management systems (Stitch labs, Brightpearl, Cin7)

A Day in the Life

• "Own the customer" as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers' onboarding journey
• Be the main technical point of contact guiding the customer on how to implement the EcoCart Product into their fulfillment workflow
• Be consultative and build in-depth customer relationships and a complete understanding of their business goals and objectives, and communicating those to the Merchant Success team
• Lead multiple projects during the implementation phase and be viewed as an expert in solution design, development and troubleshooting. You may do planning, estimation, requirements gathering/analysis for larger customers
• Perform troubleshooting and development assistance to EcoCart customers and resolve problems when possible, engaging engineering as needed during the onboarding process
• Collaborate with internal stakeholders (Engineering, Product, Sales) to complete customer goals, be the "Voice of the Customer" to provide visibility and/or escalations during onboarding
• Create and improve documentation to help customers and partners help themselves
• Document onboarding steps for future reference and to transition to other teams as needed

Minimum Qualifications

• 4+ years experience software/tech industry
• Experience successfully onboarding customers with Netsuite, Shipbob, Shiphero, or other ERP systems
• Analytical, problem-solving, and troubleshooting skills
• Solid project management and customer management skills

Preferred Qualifications

• Ecommerce experience highly preferred
• Experience working with mid-market & enterprise customers

EcoCart Benefits 🎉
Series A EquityUnlimited PTOFlexible hoursRemote-first environmentBest-of-the-best options for medical, dental, & vision insurance401(k)Ment