Implementation Specialist

5 months ago

Tavistock, United Kingdom Care Control Systems Ltd Full time

**Implementation Specialist**

**Overview**:
Care Control Systems, a fast-growing company specialising in the design, development, and delivery of leading digital care software, has an exciting opportunity within our Implementation training team. Founded in 2016, we have continually grown and have exciting plans ahead. We are a friendly and diverse team working from a relaxed and informal office space.

**Role Description**:
The role of Implementation Specialist is integral to the Customer Service Team, and you will provide outstanding levels of support to new Care Control customers. The key to this role will be to offer excellent levels of customer support to ensure the onboarding process and customer experience are second to none.

The aim will be for all new customers to receive an effortless, smooth, and trouble-free joining experience. You will be responsible for ensuring new customers are using Care Control software to its fullest potential and receiving the best possible experience by evaluating customer’s needs, developing configurations of Care Control that support business processes, design, and execute implementation plans. Additionally provide training and end user support during implementation/training periods, gradually transitioning the customer to the support help desk for ongoing routine support.

As Implementation Specialist you will liaise with Customer support colleagues daily and provide excellent feedback and communication internally to improve the customer experience.

You will continuously strive to provide the best experience possible for Care Control customers, which may include providing additional training to existing customers, and working cross functionally assisting with Customer Support tickets as required.

It is expected that this role may require remote travel to customer sites on occasion, to provide training, and face to face customer training on site at Care Control Head Quarters.

**Responsibilities**:
**Specifics of Role**:

- To become an expert in our market leading care software and to support our valued customers with an in-depth knowledge of all Care Control Software to facilitate meeting customer’s needs.
- Continually improving your knowledge base especially as latest updates are released to ensure you are remaining ahead of our customers’ needs with software advancements.
- Provide a first-class on-boarding experience for new business customers on a daily-basis
- Implement New Customers within the agreed Implementation timeframes.
- Daily use and accurate upkeep of the companies CRM system, recording all implementation training provided with accurate records.
- Provide MS Teams Video conference recorded training and forward to customers in a timely manner.
- Provide weekly feedback to the Customer Service manager on project statuses, project cancellations, onboarding bottlenecks impacting the customer journey.
- Provide regular feedback as to how New Customer Onboarding can be improved.
- Contribute to team meetings and provide feedback on new customer implementation.
- Support & undertake other relevant duties as directed by the Customer Service Manager or Director of Operations.
- Liaise and collaborate cross functionally with other Care Control Teams where necessary.
- Work to agreed KPI’s & Customer satisfaction targets.
- Embrace change and be a positive influence within the Team.
- To keep sensitive information, customer, staff, and financial records private and confidential and maintain compliance with all company policies and procedures.

**About You**:
**Skills Required/ Preferred**
- Communicate effectively.
- Excellent time management.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Use of Zoho projects and support desk
- Proficient in Microsoft Office suite

**Other Considerations**:

- Working in a highly diverse, fast paced, experienced team, collaborative working is important to us & as such we do require 5 days a week spent in the office at this stage, reviewable at later phases to a flexible hybrid approach of 3-4 days a week.

We look forward to hearing from you

**Job Types**: Full-time, Permanent

**Salary**: per year

**Benefits**:

- Company bonus scheme
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme.
- Discounted or free food
- Free parking
- On-site parking
- Sick pay

**Schedule**:
**Full time, Permanent - 37.5 Hours**
- 8-hour shift 9:00-17:00
- Monday to Friday
- Office Based Tavistock: reliably commute or plan to relocate before starting work (required)

**Work Location: In person**

**Job Types**: Full-time, Permanent

Pay: £25,000.00-£27,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Discounted or free food
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Application question(s):

-

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