We reallllllly value our customers! We also really value the team members that ensure the ongoing happiness and success of our customer relationships. If it weren’t those people, then our business would not exist. That is why we are looking for a dynamic and passionate individual to join our team. This person will drive the success of our clients through effective onboarding and training as well as consulting our clients on best practices and strategies.
At LASSO, our Implementation Specialists are the front lines of our Customer Success team. As an Implementation Specialist, you will be the cover of the book by which our services are judged, especially for a company that prides itself on providing top-notch customer support.
Implementation Specialists are responsible for creating the most timely, efficient and positive implementation process for our new customers. This position requires extensive technical and consultative support. Our ideal candidate will be able to listen to our customer’s pain points and be able to develop a robust implementation plan in order to ensure their ongoing success on the LASSO platform. This position requires an intellectually curious and results oriented self-starter, with the ability to thrive in a fast-paced, high-growth, team-oriented environment. You should be an avid problem-solver and have the ability to manage multiple tasks simultaneously as well as be flexible, reliable and enthusiastic.
Does this sound like you? Roles and responsibilities include, but are not limited to the following:
What You’ll Do:
- You own the LASSO onboarding process, including training customers on how best to configure and utilize the LASSO platform for their organization.
- You act as the main point of contact between LASSO and the customer to ensure a seamless implementation process from start to finish.
- You can express your strategic, smart, quantitative thoughts in writing, on the phone, and in person.
- You become an expert on the LASSO platform. Be able to establish and maintain comprehensive implementation plans customized for each of LASSO’s customer requirements.
- You provide the product and technology teams with key product feedback that will help better serve our customers.
- You are a master problem solver. Not only that, you’re able to diagnose the root of a problem and not just treat the symptoms.
- You ensure established project timelines are met or exceeded for both LASSO and the customer.
- You provide regular updates to the client on implementation timelines and ensure any adjustments or changes are communicated and acknowledged.
- You identify any efficiency gains to the implementation process to improve time to revenue, customer satisfaction and overall success of the project.
- Must be able to manage and maintain external and internal client expectations
- Be able to manage multiple implementations and/or projects concurrently
- Bachelor’s degree or equivalent work experience required
- 4+ years’ experience working in Customer Success/Implementation at another SaaS platform
- Excellent written and spoken English along with exceptional phone skills, phone etiquette, interpersonal, written and oral communication skills
- Patient and sensitive to non-technical users, as well as able to hold your own when speaking to technical users
- Enjoys providing outstanding customer service by setting proper expectations and over-delivering to customers
- Loves teaching and helping different people with different personalities
- Ability to respond to customers’ needs with empathy and positivity
- Consistently the hardest-worker on your teams!
- Thorough understanding of digital software products, web technologies, mobile applications and current trends; proficiency with Microsoft Office is required
- Ability to communicate clearly and effectively through email, via telephone and in person
- Thrive on change while remaining highly organized and optimistic
- Listens to and implements advice from manager
- Strong organization and time management skills
- Listens patiently. Will probe and clarify to get a real sense of a customer’s needs
- Goes over, under, around and through obstacles to achieve success
If this sounds just like you and you are excited about the opportunity of having a voice as well as a direct impact on the success of our business, then email your resume to allison.bailey (at) lasso.io today!
LASSO is a mobile enterprise application that enables companies in the Event Service industry to find, schedule and manage their complex and mobile workforce. There are undeniably few solutions on the market that are specifically geared towards Event Service companies. That’s exactly why we designed LASSO, the first solution for this thriving industry engineered to address the shifting players, fragmented responsibilities and complex labor processes surrounding an event. Here is a quick overview video describing what we do here at LASSO so you can see exactly why we love it so much! https://www.lasso.io/videos/lasso-labor-management-solution