Jobs

Description

Contract coverage for FTE on leave but has some potential to convert.

100% Onsite.

Flexible hours (a little earlier or later than 7:30 A - 4 PM schedule). Would like someone to start ASAP.

Position Title: Implementation Specialist Lead

Location: Santa Rosa, California

• This team works in conjunction with the Government Commercial team, Santa Rosa site functional leads, Sales/Sales Support and vendors to provide quality experiences for our clients.
• Implementation team members create new client accounts, train and onboard new clients, establish new panels, and make updates to existing customer accounts.
• The Implementation Team Lead will act as an escalation resource for the Implementation team to answer questions, build improved workflows, capture key client information, support administrative requests, and troubleshoot issues. 

RESPONSIBILITIES

Sales Administration:

• Responsible for timely execution of new account set-ups and ongoing post-implementation account updates across software systems and databases for Toxicology Government Services clients with attention to data accuracy and documentation needs.
• Assign and direct work to the Implementation team, participating in account administration tasks as needed.
• Make recommendations for improved Implementation processes or procedures with attention and adherence to Quality and Compliance standards.
• Work with Implementation Manager to review and revise the necessary Implementation processes and internal guidelines related to client account administration and onboarding procedures for improved effectiveness, efficiency and customer satisfaction.
• Work with counterparts in the Sales, Customer Support, IT, Finance and Toxicology Support teams to maintain accurate client data in the system.

Customer Onboarding & Training:

• Oversee scheduling and staffing of daily demonstrations of client’s technology platform and custom training sessions during the onboarding process, including performance of customer training when other staff are unavailable.
• Continuous assessment of ongoing client training lifecycle effectiveness to include development and reporting of key metrics.

Team Supervision/Leadership:

• Monitor and supervise Implementation team members’ performance and metrics to regularly report to Implementation Manager.
• Escalate identified issues or concerns from the Implementation team staff up through proper channels.
• Identify, document, and resolve problems as they arise.

Other duties as may be assigned.

REQUIRED QUALIFICATIONS:

• Strong organizational skills including attention to detail and multi-tasking skills.
• Experience with corporate culture along with an excellent customer service mentality.
• People leader/management skills with at least 3 to 5 years of direct supervision experience.
• Proficiency in Excel, Word and Outlook (essential).
• Excellent verbal and written communication skills.
• Exceptional time management and analytical skills, as well as an ability to self-motivate.
• Positive and helpful attitude.

PREFERRED QUALIFICATIONS

• Four-year degree from accredited college or university preferred but not required.
• Salesforce CFM knowledge preferred.
• Strong initiative and attention to detail.