Implementation Specialist

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!

Join our team! A Product Implementation Specialist is a vital component of the customer's implementation experience. You will be responsible for handling customer contact responsibilities for new firms that implement our products with a focus on successfully installing and testing utilities in the firm's environment and preparing them for training and implementation. The ideal candidate will leverage technical skills, product and customer workflow expertise to ensure a firm's successful implementation.

About the Role

In this opportunity as an Implementation Specialist, you will:

• Deliver a Workstation Setup call to firms who purchase a GoFileRoom, Engagement Manager, Guided Assurance and/or 1040SCAN product implementation.
• Run product installations, verify setup components, and ensure one user's workstation is configured successfully.
• Collaborate with Professional Services Operations and designated workflow team(s) to support project kick-offs and milestones.
• Bring appropriate internal individuals together to resolve issues promptly and appropriately.
• Meet performance objectives established by the Customer Onboarding Manager.

About You

You're a fit for the role if your background includes:

• Minimum of 3 years' experience working in a customer service environment or other relevant experience.
• Bachelor's degree or equivalent professional experience.
• Fluent English.
• Knowledge of Thomson Reuters Tax & Accounting software products preferred.
• Software installation experience is required.
• Excellent analytical, decision making and time-management skills.
• Ability to use creative methods, share ideas and use innovative approaches to address customer needs.
• Strong partnership, communication and collaboration skills.
• Strong call handling soft skills.
• Ability to self-manage.
• Ability to stay motivated in a fast paced, high-pressure environment and pivot based on the needs of the business.
• Strong research and problem-solving skills.
• Ability to excel in a peer-coaching atmosphere.
• Willingness to learn new processes and skills to improve the customer experience.
• Ability to work collaboratively and cross-functionally in an Agile team environment