Professional Services Implementation and Training Consultant

The Company

Constellation R.O. Writer Inc. (ROW) is a leading automotive software business and an innovative market leader with a long history of success in serving independent and franchised automotive repair shops. Their software helps these shops increase efficiency, predictability, and profits which has allowed ROW to become the trusted partner for over 4,000 businesses across North America. 

The Role

This role will be responsible for the successful on-boarding of new customers on the R.O. Writer platform as well as performing necessary upgrades to keep customers current on all new versions of the software.

The implementation, upgrade and customization of most customer systems will be performed remotely, but occasional on-site travel for customer training may be required. 

Tasks performed can include software installation and upgrades, customer data conversion, the creation of custom forms or reports, software configuration, depth training to meet customer requirements and customization of the software for customers.

The role is integral in optimizing the performance of all automotive repair shops and will work closely with members of R.O. Writer to ensure key customer objectives are met.

The role reports into the Manager of Implementation and Training.

Responsibilities

• Own and manage assigned tasks to ensure timely delivery of all projects.

• Communicate with key customer personnel to confirm resolution for pending requests.

• Manage multiple implementation projects simultaneously

• Review customer requirements and ensure alignment with implementation of their new system(s).

• Creating, maintaining, and distributing of documentation relating to assigned project deliverables.

• Customize and configure new customer systems to meet customer’s requirements.

• Provide customer training on product features to help customers get the most out of their investment.

• Create and deliver engaging written documents, video tutorials, and/or webinars that improve the learning experience for our customers,

• Perform customer upgrades to keep them current on new releases and features made available.

• Maintain a clear understanding of training and implementation processes.

• Maintain a high level of proficiency in the use and configuration of the R.O. Writer software, including new features as introduced to ensure customers get the full value of the software.

• Effectively communicate (verbal and written) with all levels of the organization and outside customers regarding any reported issues.

• Comfortable working independently and managing workload with minimal supervision while collaborating with other remote employees.

• Identify risks to project delivery timelines and assist team in implementing needed solutions.

• Participating in the development and documentation of processes resulting in improved success of overall implementation

• Outreach to customers to discuss latest product releases and schedule upgrades as needed.

• Perform all other duties as assigned by immediate supervisor.

Qualifications 

• Previous experience installing and configuring software.

• 2+ years training customers remotely on newly implemented systems.

• Experience in automotive shop management systems, is an asset.

• Proficiency with internet browsers and MS Office.

• Exceptional customer service skills, including the ability to work with users of all skill levels.

• Excellent active listening skills, as well as written and verbal communication in English.

• Strong analytical and problem-solving skills.

• Ability to gather and analyze information to configure software that meets customer requirements.

• Anticipate, and recognize problems and opportunities.

• Sense of urgency and commitment to excellence in customer service.

Location

•        Remote - Canada or United States

R.O. WriterExemptThe estimated base salary range for this role in the United States is $52,000.00 - $78,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.Not ApplicableFull time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected]: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.#LI-BM1#R.O. Writer