Implementation Specialist

The role of an 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.

• Hybrid position: 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)