Implementation Consultant

About Clubessential

Clubessential provides cloud-based software solutions to the private club markets and is an Inc. 5000 fastest growing company. We are financially backed by Battery Ventures, a top-tier technology investment firm, helping fuel our current and future growth. We are a lean, fast-paced, passionate team of professionals who thrive on delivering exceptional products and service to our clients and teammates. Our dedication to client success through technology innovation, industry expertise, exceptional customer support and beautiful design has helped us attract the business of some of the top clubs in the country including Hilton, Four Seasons, Marriott, Valhalla Golf Club, Congressional Country Club, Pinehurst, and over 1,400 other clients.

Job Overview

The Implementation Consultant role will be responsible for assisting with the consultation and post go live support needed to successfully onboard a new client or existing client to a new product with Clubessential. This person will partner with a Project Manager, Implementation Specialist, Education and Configuration to ensure the club is set up correctly and fully trained to understand maximum value for what the club purchased.

RESPONSIBILITIES & DUTIES:

• Serve as the primary resource for Project Managers as we onboard customers to new products with Clubessential. This entails answering questions during the onboarding process, consulting on product configuration, providing one on one training on new products and post go live support.

• Successfully complete various proactive milestones in post go live support that enables the customer to seamlessly transition to Support

• Collaborate with Support Staff and Leadership when customers are ready to be transitioned to Support. Call out any unique client configurations and possible knowledge gaps that may need to be addressed in Support.

• Utilize Salesforce for case creation for phone support and answer emails from customers according to established KPIs.

• Create documentation of standard practices for all tasks and projects

• Interact with and coordinate the involvement of cross-functional teams as needed to meet project objectives

• Collaborate with Product Managers on client feedback and feature requests

• Consult with clients on best practices to ensure the unified suite of products is being utilized to full functionality

• Configuration of small add on projects

QUALIFICATIONS AND EXPERIENCE REQUIRED:

• Ability to handle multiple projects across different product lines (Website, Reservation System, Accounting/POS System)

• Experience in Project Management paired with a strong understanding of customer support

• Proficiency with the CMA Application, SQL, Axis web product and Microsoft Office Suite (Word/Excel)

• Strong interpersonal skills and the ability to articulate ideas clearly, demonstrating patience with users during the training process

• Detail driven and excellent time and relationship management skills

• Excels in Team Development

• Out of the box thinking for issue resolution

• Strong desire to educate the client on best practices and how to maximize product capability

Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.