Implementation Specialist

Join a team that's making an IMPACT

Lumivero offers custom-built software solutions that allow users to leverage tools to answer the important questions they are working to decode. We bring trusted research, decision-making, and organizational tools together that enable professionals to do their work efficiently and productively and to make decisions more confidently. With a focus on transforming data, empowering real-time collaboration, and creating impactful insights, Lumivero creates a central data landscape across which its users can identify patterns and trends on which they can take decisive action.

About the Team

The Implementation Team plays a critical role in driving successful implementations, fostering strong customer relationships, and ultimately contributing to the long-term success and growth of Lumivero. The combination of technical expertise, project management skills, and a customer-focused approach ensures that clients derive maximum value from their investment in Lumivero’s student placement solutions.

About the Role

The Implementation Specialist plays a crucial role in ensuring successful adoption and integration of Software as a Service (SAAS) solutions for Student Placement clients. The primary objective is to guide clients through the implementation process, from initial setup to full integration, ensuring a seamless transition and maximizing the value of Lumivero’s product.

This relationship & project management role plays a critical part in the onboarding, implementation & relationships between Lumivero and its customers. Quick to understand the program’s needs and goals, they offer best practices and setup in order to achieve those things on the platform. They must have solid attention to detail, strong project management skills, and the ability to handle a fluctuating workload. This role lets colleagues put their tech skills and customer service talents to work.

• Lead the technical onboarding process for new clients, working closely with them to understand their unique needs, goals, and requirements.
• Develop customized implementation plans tailored to each client's specific use case, ensuring a smooth and efficient onboarding experience.
• Responsible for configuring the product according to the client's specifications, ensuring that all settings, features, and functionalities are optimized to meet their needs. This includes customizing workflows, integrating with other systems, and setting up user permissions and access levels.

• Manage project plans for each program, detailing the tasks that need to be completed for the semester go-live date.
• Communicate with clients throughout the software customization process to obtain feedback and approval.
• Coordinate project plans with internal teams to ensure that the product is delivered in a high-quality, timely manner.
• Consult with the product team about member-facing best practices. Document any changes to best practices as a result of changes to the product.
• Identify and resolve issues encountered during the implementation process, collaborate with internal teams as needed, and mitigate any potential risks.
• Proactively working with the team on continual improvement of processes and materials to support implementation, including documentation, videos, etc.

• Conduct thorough testing and quality assurance checks to ensure that the product meets the client's requirements and expectations.
• Identify and resolve any issues or discrepancies, ensuring a high level of product quality and customer satisfaction.
• Perform User Acceptance Testing of the product each quarter. Maintain product knowledge of new releases. Assist with testing and vetting new features.
• Provide Level II Customer Support on product best practices and questions, delivering clear and succinct information on resolution status to relevant internal and external stakeholders.
• Share the Voice of Customer feedback on system improvements that may inform future product roadmap.

• Provide expertise as part of the sales process where applicable, to include demonstrations of the Sonia or Tevera software.
• Act as a Subject Matter Expert to inform RFP responses where applicable, providing answers and guidance during any tender response process.
• Collaborate with Account Executives to provide technical insights to prospective customers.

• Bachelor's degree in a relevant field and 3 or more years of experience in software implementation. Can substitute a combination of relevant education or experience. 
• A basic understanding of technical IT issues to enable discussions with internal and external technical specialists to include an understanding of applications and data security.
• Ability to drive tactical planning to anticipate business requirements.
• High-level organizational ability with excellent written and verbal communication skills in reviewing and implementing procedures and policies.
• Demonstrated experience working with a team on continual process improvement and updating materials such as documentation, videos, etc.
• Strong organization and communication skills, ensuring customer satisfaction while managing customer expectations.

• 2+ years of experience working within a higher education environment including student placement and work-integrated learning processes.
• Exemplary organizational skills in managing multiple onboarding timeframes.
• Proven ability to incorporate change management strategies
• Able to perform work under minimal supervision, and handle complex issues and problems,
• Experience in delivering solutions
• Strong business analysis and specification skills
• High-level problem-solving skills, including the ability to proactively develop innovative solutions.

Salary

• $55,000 - $70,000 base salary, depending on experience.
• This role is eligible for an annual performance-based bonus. 

• Insurance coverage from Day 1 including comprehensive medical insurance and company-paid dental, vision, disability, and group life insurance coverage.
• 100% 401(k) match up to 6% of deferrals, vested immediately with traditional and ROTH options available. 
• Equity Tracking Units (ETUs) to benefit in Lumivero's success.
• Unlimited PTO, 48 hours of annual sick leave, and 11 company holidays to rest and recharge. 
• Generous family leave policies.
• Annual tech stipend to get what you need to do your best work.
• Flexible, remote first work environment and a diverse, global team. 
• Opportunities for career advancement as Lumivero grows. 

Creating insights is the core of everything we do.

At Lumivero, our mission is to enable customers to organize, analyze and report on data to gain compelling new insights that spark action. Lumivero leverages the combined capabilities of leading data software solution providers, QSR International, Palisade, Tevera and Addinsoft, to empower customers in business and academia to make an impact like never before.

Lumivero team members are operating across five continents in a remote-first work environment. This global commitment helps us to continuing to keep our users our top priority, and positions us to provide better experiences, better support, and better products with global impact.