The Implementation Specialist sits on the Global Customer Success team and is responsible for managing the Onboarding Phase for multiple Enterprise customers.
Implementation Specialists leverage skills in Project Management, Business Analysis, to ensure that Enterprise customers are quickly and successfully onboarded to the Docebo platform. You will work closely with Help Desk Specialists and Customer Success Managers to ensure Docebo customers receive amazing support in every phase of their journey with Docebo.
Docebo is a high-energy work environment so you need to be able to keep up with the fast pace and the demanding work, and have no problem with multi-tasking. If these three things scare you, it’s not going to work out.
Reports to: Local IS Team Leader
Deal with customers from different countries, managing multiple projects concurrently;
Work with customers to identify and document Success Criteria that will be tracked over the duration of the Onboarding.
Develop/monitor overall implementation schedule (including all functional, customization and integration/technical projects) to meet client objectives;
Document Onboarding project activities to ensure alignment and continuity across the Customer Success departments.
Facilitate the development of functional/technical specifications to meet client’s functional, enhancement, and integration requirements during implementation;
Prevent, identify, quantify, and communicate risks internally and externally;
Manage ongoing implementation, project documentation, and ensure projects and teams stay within utilization and budget targets;
English Fluency (both written and spoken)
A strong desire to become a Docebo product expert.
Experience in an IT Project Manager role or in IT service implementation and delivery;
Experience working with clients in the ‘Large Accounts, Enterprise’ space;
Working knowledge of project management principles;
Great understanding of consulting processes and software implementation;
Solid Knowledge in the areas of application programming and system design;
A natural inclination to resolve customer problems and help them be highly successful.
Experience working with support, QA, and product teams to resolve customer issues.
BA/BS or equivalent experience;
Experience in E-Learning / Learning Management industry;
General knowledge of programming languages and specific experience with REST Webservices.