Implementation Specialist

Incident IQ Implementation SpecialistCompany Overview Atlanta-based, Incident IQ is a SaaS service management platform built exclusively for K-12 schools that is transforming K-12 workflows including IT asset management, help desk ticketing, facilities maintenance solutions, Human Resources service delivery, and more. Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies. Incident IQ is a dynamic, fast-growing company focusing on providing innovative cloud-based software. The Incident IQ platform has been rapidly adopted by K-12 school districts. Today, millions of students and teachers in districts across the U.S. rely on the IncidentIQ platform to manage and deliver mission-critical services. Since the company's founding, Incident IQ has built a culture focused on customer success and product leadership; we are passionate about helping school districts achieve operational efficiency. Incident IQ's environment is inclusive and transparent, and our team members are respected and valued contributors who consistently exhibit openness, integrity, collaboration, enthusiasm, and effort. Implementation Specialist OverviewThe Implementation Specialist is the subject matter expert who works directly with our K-12 School District clients to understand detailed client needs in order to deliver a tailored Incident IQ Platform solution while managing expectations, timelines, and resources. The Implementation Specialist coordinates communications and activities between internal teams and clients and is critical to the overall success of every project. No two projects are the same allowing for creative solutions that satisfy each client.This position is responsible for executing and overseeing the project management activities related to the implementation of cloud software and services for new clients and providing ongoing support.We look for excellent communication, time management, and organization skills with the ability to juggle multiple personalities and projects. You must have a strong technical aptitude and a good understanding of hardware, software, mobile and networking technologies and a passion for customer satisfaction.Implementation Specialist Responsibilities:Lead and manage Client Onboarding projects for Incident IQ cloud software products and related services from after sale to go-liveServe as a primary point of contact between clients and the support team during all phases of the implementation project to achieve defined success, including the recognition and handling of escalated issues.Communicate directly with the client to manage expectations, scope changes, and monitor client contributions to the projectMaintain documentation and record project status updates using internal tools to track progress against milestones and identify any items holding up further implementation. Provide assistance with implementation tasks including installation, configuration to meet client preferences, training, and support for the initial implementation periodManage multiple/simultaneous implementation projectsRecognize opportunities for process improvement and provide input for proper implementationMay participate in special projects or other duties as assignedKey Skills/Experience:Bachelor's Degree or global equivalent in a related discipline.1 to 3 years of related professional customer experience; prefer SaaS Customer SuccessBasic planning/organizational skills and techniquesBasic analysis and problem solving skillsExcellent verbal and written communication skills including both inbound and outbound phone calls and general proficiency in business writingAbility to communicate and develop relationships with all levels of the organizationResourceful, flexible, adaptable and ability to work well with limited direction and oversightProfessional and confident presence with a consultative, customer-focused attitudeStrong sense of ownership and the ability to manage multiple independent projects simultaneouslyProven professional experience with both client/server and cloud based (SaaS) applications and servicesPossess strong technical aptitude and experience working with enterprise-class business software solutionsExcellent computer skills including proficiency with Microsoft Office applications, SaaS applications, and webinar or conference/meeting applications.Proven professional experience with project management, including scheduling of tasks and management of small to mid-sized projectsWhat makes Incident IQ different: We facilitate whole-person growth where employees can develop personally as well as professionally.We offer an energetic and collaborative environment; everyone's opinion matters!We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!We provide excellent work/life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta! Incident IQ offers a competitive salary based on experience with a benefits package for full time employees that includes medical, dental, vision, life insurance, 401k, and paid-time off (PTO). Incident IQ is an Equal Opportunity Employer