Implementation Specialist

Organisations don't innovate, people do.   

As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good. 

And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter. 

Join our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come.

Who are we looking for?   

We are looking for an Implementation Specialist to join our team in Waterloo or Greater Toronto Area offices - Mississauga, Toronto, Markham, or Whitby. Reporting to the Implementations Team Lead, this role will be an integral part of the global Products and Platforms team. 

Be part of the dynamic culture! Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in office, 3 days a week to contribute, connect and excel in our vibrant environment.

As an Implementation Specialist you’ll work with our clients to successfully implement software products, supporting them through configuration, training, and rollout so they can make the most of their new tools.

Implementation specialists own the implementation from beginning to end, coordinating all activities and aiming at efficient delivery and a great customer experience. Working closely with clients and internal cross-functional teams, this role is responsible for ensuring open communication, timely delivery of the right work, and empowering the customer to make the most of our software.

Responsibilities

• Business Meetings: Prepare for and lead client meetings, take notes, and follow up on all action items
• Administration: Lead clients through the onboarding process of our software products, aiming to meet standard timelines for key milestones so that we can recognize the revenue to hit our internal financial targets
• Data Collection and Analysis: Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.
• Client & Customer Management: Support clients in making the best possible use of our software and services in their business, and help them see the value of our tools. Be the voice of the client within our organization, to ensure we all understand what our clients’ needs are, what they expect from us and our products, how they feel about us and our products, etc. / Act as an internal champion of the goals, business needs, and pain points of our client base.
• External Communications: Respond to emails and client inquiries in a timely manner. 
• Coordination: Coordinate with internal teams to identify answers to client inquiries
• Document Management: Create and maintain internal documentation surrounding team processes and workflows
• Work Delivery : Ensure all delivery work is completed in alignment with our ISO standards. Anticipate next steps in the project, and identify potential risks or challenges as tasks are completed or due dates missed. Motivate clients and internal teams to achieve due dates and project goals
• Project Management: Obtain final approval from clients on completed work and issue invoices from our financial system. Provide suggestions on new processes or process improvements and assist in execution

Education

• Minimum education of college diploma

Experience

• Experience in a relevant field (i.e. applications & website development, media & design, information technology, communications, project management)
• 4+ years of customer service experience in any environment
• Personable, friendly, and approachable with soft skills in negotiation, persuasion, and facilitation
• Strong interpersonal skills and the ability to develop positive and lasting relationships with colleagues and clients
• Excellent verbal and written communication skills, with the ability and patience to help others understand what needs to be done
• Tech-savvy power user who is highly comfortable in the digital landscape, and confident to learn-by-doing with new software
• Creative problem-solver, with a demonstrated ability to be resourceful in finding solutions and workarounds especially in a software context
• Proficiency with Microsoft Office applications (Word, Outlook, Excel, PowerPoint) in a work or business context
• Strong organizational and time management skills
• Strong prioritization skills and adaptability to shifting priorities
• Commitment to process improvement, effective problem solving and ability to think creatively

We won’t complain if you also have:

• Experience working with municipal and other public sector organizations in North America
• Proficiency in either Spanish or French languages
• Certified Associate in Project Management (CAPM)
• Knowledge of website and web application trends such as responsive design, structured data, SEO, analytics, accessibility, security etc
• Familiarity with the software development lifecycle and SaaS business operations
• Experience working with Jira, Confluence, HubSpot, or other digital task tracking tools

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As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.