Implementation Analyst

Join Our Flash Team as an Implementation Analyst!

We are looking for a customer focused person with a strong sense of problem solving, teacher by nature, independent individual who is comfortable in a fast-paced environment for an Implementation Analyst position. Are you organized and have strong interpersonal skills? Do you have a strong desire to help resolve problems and enjoy working as part of a team? This may be the perfect role for you. A successful Implementation Analyst also possesses strong presentation skills and is comfortable switching gears and operating within multiple systems.

The Implementation Analyst will be the subject matter expert for our client's ever-evolving line of products and manage the onboarding experience while conducting online and in-person training sessions. In this role, you will work closely with our new customers to ensure the successful implementation of FLASH hardware and software installations. This is achieved through understanding customer business goals and objectives, developing strong rapport, and executing SaaS software configuration. You would be a critical player, as a member of the Operations team, in driving long-term customer success and demonstrating the value of all FLASH solutions.

Location: Remote

Travel: Up to 25% to Flash customer locations (nationwide) to train and assist operations on Flash products; identify new training needs; and create content to address them.

What You'll Do:

• Understand and translate customer operational goals and deliverables into a plan with successful software configuration
• Document SaaS software configuration, prepare and execute testing and data conversions using standard tools, and follow established processes and guidelines
• Evaluate and process onboarding data utilizing Google/Microsoft suite, JIRA, and custom SaaS software
• Assist customers in navigating the technical aspects of the onboarding process, including the initial configuration of the FLASH/PK product to meet the customer’s operational needs
• Troubleshoot customer issues pertaining to platform usage and configuration
• Track and maintain accurate client records and hit key onboarding services milestones using Salesforce, Jira, and project management tools
• Work with customers to understand their unique operational needs and advise on solutions and best practices
• Maintain, test, and review existing training materials
• Manage and prioritize a training schedule
• Collaborate with support techs to ensure customer training needs and knowledge gaps are addressed.

What You Bring:

• Ability to work independently at a rapid pace
• Effective and professional communicator
• Critical thinking and proven ability to solve complex problems
• Ability to resolve problems on the spot, calmly, and professionally
• Aptitude for technical applications
• Experience with troubleshooting methodologies
• Customer-first mentality; ability to empathize and build customer relationships
• Strong project management and computer skills
• Experience with general project management software
• Solid technical aptitude with project configuration experience
• Exceptional interpersonal skills
• Strong online and in person presentation skills
• Respect processes and be adaptable to facilitate change
• Strong organizational and analytical skills with keen attention to detail

Qualifications:

• 2+ years of experience in a customer-facing support role required
• 2+ years prior training experience in an external customer capacity required
• High School Diploma or equivalent is required; a bachelor’s degree is a plus
• Spanish bi-lingual is a plus

Salary Range: $68,000.00 - $75,000.00 a year

*Final salary will be determined based on the candidate's skills and experience level.

Competitive Rewards Package includes:

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and flexible work environment
• Opportunities for professional growth and development