Job Description

Job Summary

In this role, you'll lead our customers through our iCIMS Talent Cloud platform implementation process, helping them build their winning workforce with a best-in-class talent acquisition approach. You'll facilitate conversations to define business processes, schedule and lead implementation meetings, and support the customer go-live process by configuring the platform, facilitating training sessions, and provide standard processes for adoption.  

Responsibilities

• Become an iCIMS certified technical expert in all related products.
• Lead customers (new and existing) through the iCIMS software (SaaS) implementation process and ensure delivery of the complete solution on time.
• Ensure overall customer success including an effective sales hand off, project planning, status reporting, multi-functional accountability, and customer training through best practice consultation (with customer).
• Configure customer’s instance of product(s) based upon information gathered during the sales and requirements gathering process, ensuring alignment with customer goals.
• During customer launch and through the hypercare period, solve issues through final resolution and ensure customer satisfaction.
• After the hypercare period, support a seamless hand off to the appropriate account team(s).

Qualifications

• Experience supporting or leading the implementation process of new software
• Experience conducting software training sessions with the ability to help customers synthesize complex technical information and user adoption.
• Proven success delivering complex projects on time and in scope
• Customer success orientation with ability to work with customers to research business processes, diagnose and resolve on-demand (web-based) software issues
• Ability to explain system-to-system integrations
• A passion for helping customers achieve their goals and solve business issues with advanced technology solutions.
• Ability to prioritize competing requests from customers, partnering internally with key collaborators to ensure success.

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