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Implement new Time and Labor Management clients by performing software customizations, ranging from basic to complex, in accordance to client requirements to ensure the utilization of all goals and tasks required by a client.
Facilitate the management of client expectations during the implementation process including, but not limited to, discussions with Customer/Project Manager regarding specific need requirements and potential delays in the implementation as a result of missed or incomplete task/milestones.
Perform analysis of existing client databases and take the appropriate course of action as needed to correct/address issues and/or problems identified after implementation during Quality Control and/or due to client customization changes.
Document all client interactions including telephone calls and e-mail related to Time and Labor software configuration. This data is used to determine next steps to address client issues/requests to ensure accurate and timely follow-up to clients. Implementations Specialists are authorized to respond to client e-mail inquiries, schedule and conduct telephone calls, and/or webinars to ensure critical issues/problems are being addressed.
Independently manage multiple priorities, customer meetings, follow-up with clients, and internal/external support while maintaining a high-level of service and customer friendly manner.
Attend Client and internal meetings, as requested, to provide subject matter expertise on the software.
Provide recommendations/consultation to Management on areas for departmental or implementation process improvements based on utilizing software and real-world experience working with the client base, while providing action plans to resolve customer implementation issues.
Sustain detailed product knowledge for existing versions and new versions of software.
Qualifications and Requirements:
(this section should include required Knowledge, Skills, and Abilities as well as Credentials and Experience)
Sage North America