Implementation Specialist II - Intermediate

Position Summary: Muni-Link has an immediate opening for a full-time Implementation Specialist at our office in Altoona, PA. The Implementation Specialist plays an integral role in Muni-Link client satisfaction by preparing and guiding new clients through the implementation process. They work closely with clients, moving from their current utility billing software to Muni-Link to facilitate a smooth and timely transition.

Specifically, the Implementation Specialist is responsible for handling all tasks related to an assigned project from the initial meeting through Go Live and will act as an intermediate between the client and internal resources during this time. He/she will also have direct involvement in advanced tasks during the implementation phase that directly impact client satisfaction.

This is a multifaceted role, managing, implementing, consulting, training and supporting multiple clients at one time.

Key

Responsibilities - Establish and successfully manage relationships with clients as assigned. - Analyze client's business processes and determine the best fit with the product while managing client expectations. - Perform and lead the setup, configuration, and testing of client's instances to ensure proper functionality. - Coordinate internal resources and third parties/vendors for the flawless execution of projects. - Conduct verbal training sessions directly with the client's staff members on the product and the appropriate processes to fit their needs. - Assist the Data Conversion Team in planning a data migration strategy. - Guide the client in reviewing the converted data to reduce data loss. - Act as filter and a first line of contact to document bugs or feature requests before they are submitted to development. - Report and escalate issues to Project Manager or supervisor as needed. - Maintain constant review of project statuses and individual tasks, updating project tracking tools in a timely manner. - Work with the Project manager or supervisor to manage changes to the project schedule. - Provide clients with support until the implementation project has been completed and the client is transitioned to the Customer Support Team. - Provide input and recommendations for improvements for internal processes to provide efficiency and effectiveness. - Assist other Muni-Link colleagues on implementations or projects as appropriate with supervisor's approval. - Help report and maintain feature requests. - Individually or in a group setting contribute to documentation.

Skills Needed: - Customer Service Oriented - Proven working experience in software implementations and databases. - Fundamental knowledge of excel and analyzing data. - Solid business background with understanding and/or hands-on experience in software. - Development and web technologies. - Exemplary verbal and written communication skills. - Excellent client-facing and internal communication skills. - Solid organizational skills include attention to detail, multi-tasking skill and the ability to pivot from one topic to the next with ease. - Strong interpersonal skills and core values include a positive attitude, focused, creative, determined and willing to collaborate across teams. - Self-starter with the ability to identify need for and develop processes and materials.

Education: Bachelor's Degree (or equal experience) in business or accounting. Preferred Experience: 1-2 years of experience in municipal billing, utility operations, accounting, customer information systems, database concepts, data analysis, or related public-sector software environments.

Office hours are Monday - Friday, 8:00am - 5:00pm; however, it is feasible that this position would train clients in other time zones, so other office hours may apply. Limited travel may be required based on assignments. If this sounds like the position for you and you have the technical knowledge and the desire for success, we want to speak with you today!!!

#HP1