Implementation Associate

New York

Percolate’s Global Services and Customer Success team works with some of the largest brands in the world to help them leverage the Percolate platform to transform how they market to their customers. During the sales cycle, we partner with prospective customers to understand and map their priorities and objectives to a tailored implementation scope and plan for each customer. During the initial deployment, our implementation and technical services teams work with our customers to deliver on that plan. And ultimately, we support long-term customer success through ongoing services, support, education and adoption programs, all designed to drive value for the customer and our end users. Our goal is to create customer champions that want to tell their personal and business networks about their experience with Percolate, and the transformation they have experienced with the The System of Record for Marketing®.

Our team is looking for an Implementation Associate charged with delivering a successful deployment experience for new Percolate customers. This role is responsible for assisting in the development and implementation of deployment plans, software configuration and executing team-based software training.  The Implementation Associate will work closely with a Sr.Implementation Manager to carry out agreed upon deployment plans, manage projects and ensure timely delivery against training and customer milestones. This role is critical to achieving customer success and building strong customer relationships.


 

Requirements

  • 2 years of experience working in a project management / implementation and client facing role
  • Strong written and verbal communication skills including C-Level presentation skills
  • Possess good customer service skills, attention to detail and ability to multi-task
  • Ability to understand product and talk fluently about product to both technical and non-technical users
  • Ability to communicate onsite front line resource for customer questions and concerns.
  • Experience managing and prioritizing multiple assignments to take on tasks with minimal supervision, exercising good judgement in performing and completing in a prompt and efficient manner
  • Proficiency with configuring and troubleshooting software issues and being resourceful to find answers
  • Ability to work independently and as a team
  • Understanding of common digital marketing technology practices preferred

Responsibilities

  • Assist in the planning, preparation, and implementation of support activities throughout onboarding.
  • Execute software configuration to customize software environments
  • Deliver training sessions (on-site & remote) and educate customers on full platform functionality, uses cases and workflows.
  • Manage project timelines and communicate status to all stakeholders, internal and external
  • Understand team workflows and clearly translate them into the platform
  • Identify, track and mitigate project risks and issues, escalating when necessary to resolve issues affecting our ability to deliver on the customer’s expectations
  • Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication
  • Identifying strong customer stories and use cases and socializing internally to promote value and inspire adoption
  • Cultivate relationships and build trust with end users to aggressively drive usage and adoption of software

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