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Implementation Specialist
5 months ago
**Implementation Specialist**
**Farnborough or Livingston**
**WHO ARE WE?**
Are you looking to build an exciting and dynamic career at a company with prestigious blue-chip clients and international reach? Dye & Durham, a leading global provider of cloud-based software and technology solutions, is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees.
Dye & Durham provides critical information services and workflows used by clients all over the world to manage their process, information and regulatory requirements. The company offers rewarding opportunities for those with legal, tech, financial services and sales expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland and Australia, a fulfilling career awaits you at Dye & Durham.
**WHAT WILL YOU DO?**
As an Implementation Specialist, you will be vital to Insight Legal's Professional Services team. Your main responsibilities will include providing comprehensive training to both new and existing clients on all our product ranges. You will also be responsible for conducting detailed migration checks and sign-off sessions for new clients. This will involve working closely with clients to ensure that their data is accurately and securely transferred to our software, and that any issues or concerns are promptly addressed.
- You will have a wide and varied role, but we think the most important responsibilities will be;_
- Provide remote or onsite training/consultancy on the Insight Legal Software product **(50% of role)**:
- Support with the migration process when new customers are onboarding **(30% of role)**:
- Working closely with customers to understand their needs and provide solutions that meet their requirements
- Maintain accurate records and documentation of client interactions and migration details
- Create and maintain internal and external training guides & e-learning courses. Contribute to customer webinars **(10% of role)**:
- Support the Insight Legal Software Product **(10% of role)**:
- Provide help and assistance to customers on the telephone in a prompt and courteous manner
- To promote a helpful and professional image to the customer giving full cooperation to any customer requiring attention
- To attend to customer queries and enquiries in a caring and helpful manner and with a commitment to dealing with the issue in a positive way
- To anticipate customer needs whenever possible to enhance the quality of service offered by the Company and to ensure customer loyalty is maintained
- Continuously refine and optimise our implementation process, aiming to streamline workflows, improve efficiency, and embrace new ideas. Our belief that “ideas break boundaries” underpins this role, and you will be a key driver in our ongoing efforts to innovate and improve
**WHAT DO YOU NEED TO BE CONSIDERED?**
- We know you will have a wide set of skills, but we think to thrive in this role you need;_
- At least 3 years of experience in software/SaaS implementation or a related field, or experience working with implementations and training/onboarding of new clients.
- Experience creating and delivering training materials, conducting webinars, and/or creating user guides
- Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical information to non-technical users
- Strong problem-solving skills, with the ability to quickly identify and troubleshoot issues
- Strong attention to detail, with the ability to maintain accurate and up-to-date records
- Ability to work independently and as part of a team, with a strong sense of accountability and ownership
- Knowledge of e-learning platforms and/or content creation tools (e.g. Articulate, Camtasia, etc.)
- Knowledge of webinar platforms (e.g. Teams, Zoom, etc.) and how to deliver engaging and informative webinars
- Able to work on-site from either our Farnborough or Livingston office, as this is an on-site position with occasional travel to client sites across the UK.
- Familiarity with legal/accounting software and/or the legal/financial services industry is a plus
- ILFM/SOLAS qualifications, or a desire to complete these qualifications would be a plus
**WHY WORK FOR US?**
At Dye & Durham we strive to be visionaries As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
**WHAT NEXT?**
Dye & Durham is an equal opportunity employer. We provide opportunities without regard to race, colour, religion, sexual orientations, gender identity, national origin, marital or family status, disabi
