Department: Client Services
The Implementation Specialist is responsible for managing and executing the implementation of Ordway’s billing and revenue automation platform for new SaaS and cloud customers. The specialist will work closely with finance, accounting, and revenue operations leaders at Ordway’s clients. Along with other project managers and technical teams at Ordway, s/he will ensure successful and efficient implementation, configuration, and integration of the subscription billing, revenue recognition, accounts receivable, and investor metrics modules of the application. The Implementation Specialist provides expertise in the setup, training, and support of the software, ensuring client satisfaction and smooth adoption of the solution.
The implementation specialist will collaborate with clients to understand their business requirements and translate them into system configuration and customization specifications. S/he will manage the end-to-end implementation process, including project planning, scoping, scheduling, and resource allocation.
- Conduct system configuration and customization according to client specifications, ensuring that the software meets their unique needs.
- Coordinate with internal and external technical teams to ensure seamless integration with existing systems and third-party applications.
- Conduct training sessions for clients, both on-site and remotely, to educate users on the functionality and features of the software.
- Provide ongoing support to clients during and after implementation, addressing any issues or questions they may have.
- Collaborate with project managers and stakeholders to track and report on project progress, identifying and mitigating risks and issues.
- Document implementation processes, best practices, and client-specific requirements to maintain knowledge base and facilitate future implementations.
- Stay up-to-date with industry trends, emerging technologies, and software updates to ensure continuous improvement of implementation processes.
- Foster strong relationships with clients, acting as a trusted advisor and advocate to ensure long-term customer success and satisfaction.
Desired Skills and Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications are a plus.
- Proven experience (X years) in software implementation, configuration, or consulting roles, preferably in a client-facing capacity.
- Strong technical aptitude and familiarity with software systems and architectures.
- Proficiency in project management methodologies and tools to effectively manage implementation projects.
- Excellent communication skills, with the ability to explain technical concepts to non-technical audiences and build rapport with clients.
- Problem-solving mindset and ability to analyze complex business requirements and translate them into technical solutions.
- Detail-oriented with a focus on quality and accuracy in all deliverables.
- Ability to work independently and manage multiple projects simultaneously, prioritizing tasks and meeting deadlines.
- Flexibility to travel to client sites as required for on-site training and implementation support.
- Strong interpersonal skills and a customer-centric approach, with a commitment to delivering exceptional client service.