Enterprise Implementation Lead (Bilingual Spanish)

Description

Who We Are:
Dedicated to making a difference in law enforcement agencies across the U.S., our mission is to transform policing by elevating officer performance with a preventative-based early intervention system. Driven by data science and powered by machine learning, our offering analyzes officer performance data in order to identify potentially problematic behavior. In partnership with the University of Chicago, we’ve developed the world’s largest multi-jurisdictional officer performance database, and the only research-driven, evidence-based early intervention system available in policing today.

We’re also the only provider of a fully integrated, cloud-based Software-as-a-Service (SaaS) platform that simplifies essential policing workflows. This platform is designed to be a single-source solution for all operational needs, driving extensive efficiency gains and providing best-in-class advanced analytics and insights.

Benchmark Analytics provides a comprehensive, all-in-one solution that is advancing police force management through state-of-the-art technology and market-leading data and analytics.

The Role:
In this vital customer-facing role, you will drive the implementation of our system with patience as well as sense of urgency. You’ll leverage a consultative project management approach to the implementation, use acquired knowledge in enterprise SaaS configuration techniques, apply best practice roll-out strategies, and conduct training with police and other government agencies. You have an interest in working with police and government agencies to understand their operational context and provide a software experience that exceeds their expectations.

Our ideal candidate loves problem-solving, understands that the details are key, and enjoys digging into them with a transparent and collaborative approach. Data- and analysis-driven candidates will have multiple opportunities to exercise those skills to contribute to other projects within the Customer Operations group.

In addition to managing our growing customer base, you will work with the Director of Enterprise Implementation to enhance current processes.

Responsibilities:

• Lead the implementation of the Benchmark Management System for 3 – 5 Enterprise Customers
• Define customer requirements to develop and maintain a project plan; collect workflows, documents, and procedures to verify proper product usage and guide them through the implementation?
• Provide regular communication with customers regarding implementation progress and provide support for live modules
• Serve as a Voice of Customer between our engineering / product teams and our customers/system users.?
• Identify risk and lead internal escalations to address/mitigate
• Thoroughly test and ensure accurate product implementation
• Create and deliver customer training and documentation
• Drive internal improvements including solution and creation of training materials to drive change

Job Qualifications:

• Relatable experience in the technical and business process tasks of configuring customers on software platforms
• Demonstrates innovative and experimental mindset
• Excellent oral and written communication skills, experience communicating with executive stakeholders
• Strong logical, analytical, and reasoning abilities. Extremely detail oriented
• Naturally process-oriented and driven
• Independent – enjoys taking on new challenges and running with them
• Likes working in a collaborative environment with a small team
• Enjoys fast-paced, intensive work environment
• Knowledge of JSON is a plus.
• Proficiency in Salesforce, Confluence, JIRA a plus.
• Bachelor’s degree preferred; Master’s degree is a plus
• 4+ years of relevant technology/software implementation serving
• 2+ years in a SaaS environment, preferably with Enterprise customers
• Project management certifications: PMP preferred
• Speaks and writes fluently in Spanish  

The Ideal Candidate will also be:

• Comfortable under pressure, with high-stakes deadlines in a fast-paced environment
• Able to interpret and communicate complex concepts clearly to non-technical team members
• Able to communicate concisely and persuasively with customers, engineers, and product managers
• Fearless about learning with a service mindset
• Passionate about supporting the application of big data into consumable tools and a commitment to understanding and improving outcomes in the public sector

What We Offer:

• A competitive salary and benefits package.
• Unlimited paid time off (PTO)
• Ability to work in a fully remote environment (must be based in the U.S. and willing to work in Central