Implementation and Customer Support Specialist

6 months ago

London, United Kingdom Hyperproof Full time

As the Implementation and Customer Support Specialist at Hyperproof, you play a pivotal role in the implementation, adoption, and continuous support phases for our clients across the EMEA region. This position is crucial for understanding client needs, delivering customized solutions, and ensuring clients derive maximum value from our products. You'll report to our Director of Implementation (US).

**WHO YOU ARE**
- Strong project management skills with a proven ability to handle multiple tasks and stakeholders.
- Technical acumen with an ability to understand and articulate product solutions.
- Ability to handle complex and ambiguous situations autonomously.
- Familiarity with InfoSec/Regulatory compliance; experience in the compliance or security industry is a significant plus.
- Excellent communication and interpersonal skills to effectively address client needs and advocate internally.
- Capacity to provide empathetic and efficient support and training.

**WHAT YOU'll DO**
- **Implementation**:

- **Plan, Optimize, and Execute**: Lead the planning and optimization of implementation projects from conception through completion, ensuring efficient execution.
- **Scope and Documentation**: Review and define implementation requirements and documentation to ensure clarity and thoroughness.
- **Consultation and Analysis**: Drive discovery sessions and analyses to determine clients' true needs and success criteria, including the differentiation of current state versus future state to tailor solutions effectively.
- **Stakeholder Management**: Manage relationships with project stakeholders, engage in project kick-off meetings to set expectations, deliverables, and timelines.
- **Training and Coaching**: Develop and conduct tailored training and UAT sessions for end-users based on specific needs and system configurations. Prepare reference materials to enhance self-service capabilities.
- **User Engagement**: Encourage and facilitate the use of key Hyperproof features among clients to maximize product engagement and value.
- **Risk Management**: Proactively identify potential risks, collaborate with internal and external stakeholders to mitigate them in a timely manner.
- **Quality Assurance**: Ensure that all key project deliverables are executed to a high standard, maintaining the focus on providing timely value to the client.

**Customer Support**:
**Technical Support**: Provide product support to clients within the European timezone and region by analyzing break/fix issues with a sense of urgency to deliver solutions to meet client needs. Evaluate each client request and assign the priority based on the business impact on the client and their urgency. Document all support interactions and resolutions in the case management system while maintaining clear, positive, and prompt communication. Assist clients by communicating through the case management system and web meetings. Escalate issues that need attention from Hyperproof's Development team by creating tickets in our internal ticketing system. Monitor progress on escalated issues and keep clients up to date. Contribute to our technical knowledge base and provide feedback to our Documentation team where improvements are needed. Maintain a high level of knowledge of all Hyperproof product features and integrations.

**HOW YOU'LL KNOW YOU ARE SUCCESSFUL**

3 Months:

- Implementation Project Management: Successfully manage 10 or more end-to-end implementation projects simultaneously within the EMEA region.
- Customer Success Metrics: Demonstrate tangible results in customer success value delivery through OKR/KPI measurements, evidenced by an increased time to value delivery.
- Customer Satisfaction (CSAT): Achieve an average implementation performance CSAT rating of 4 or higher out of 5, with a value delivery success rate of 87% or above.
- Resource Contribution: Contribute significantly to the development of implementation playbooks and customer resources, enhancing the efficiency and effectiveness of future implementations.
- Functional Expertise: Attain a comprehensive understanding of basic Hyperproof Implementation Processes, becoming a go-to resource within the team.

6 Months:

- Implementation Project Scaling: Successfully manage 15 or more end-to-end implementation projects simultaneously within the EMEA region, demonstrating increased efficiency and proficiency.
- Enhanced Customer Success: Demonstrate continued improvement in customer success value delivery through OKR/KPI measurements, resulting in a notable increase in time to value delivery.
- Elevated Customer Satisfaction: Maintain an average implementation CSAT rating of 4.5 or higher out of 5, coupled with a value delivery success rate of 95% or above, reflecting exceptional customer satisfaction and success.
- Innovation in Customer Engagement: Implement innovative strategies to enhance customer engagement and accelerate adoption, contributing to increased product utilization and customer sa

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