Implementation Consultant II (Sales & Marketing Automation)

Job Purpose

The implementation consultant is responsible for leading client onboarding activities and configuration for the Surefire CRM platform and/or other ICE solutions. The consultant provides project oversight, technical direction, and functional support while guiding clients through the implementation process.

Consultants conduct client implementation and training on ICE products and systems for:

• New clients
• Existing clients who require refresher training or need to train new employees
• ICE employees who support the product

Responsibilities

• Leads the onboarding of new clients to the Surefire CRM or other designated platform(s)
• Manages and completes all aspects of implementation projects including:
• Review of Statement of Work and other contractual client documents relevant to training services for assigned projects
• Communication with clients
• Works with sales and client relationship teams to understand client's business needs, adapts training context and content accordingly
• Follow-up and issue resolution
• Works collaboratively with sales, product, integration, and technical teams to configure platform to meet client goals
• Defines and delivers training necessary for the customer's successful launch of the platform
• Collaborates with Customer Success Managers to onboard existing clients to new products and features
• Leads group trainings on key topics
• Contributes to the documentation of implementation processes, onboarding best practices, and educational resources
• Responds to and manages client inquiries and support cases as needed during onboarding
• Ensures that critical milestones are being hit during the onboarding process and manage the process for assessing and addressing risk
• Acts as a customer advocate to inform Product, Sales, Technology, and Customer Success teams of common themes, successes, and challenges with initial set-up, adoption, and product/solution feedback
• Collaborates with customers to build and execute project plans to implement platform by validating and exceeding customer and internal expectations
• Reviews system/software documentation from product development teams, such as release notes, system requirements, system design specifications, technical and functional system design, configuration control requirements, etc. to understand and stay current on systems changes
• Stays current on relevant trends within the financial services industries (e.g., mortgage, banking, wealth management, insurance, regulatory) as they pertain to ICE products and services and specific assignments
• Performs other related duties as assigned. May perform special projects upon request

Knowledge and Experience

• Minimum of 4 years Sales/Marketing automation support experience
• Experience in implementing and onboarding customers to new software
• Working knowledge of enterprise software applications
• Expertise with Surefire and/or Velocify products or platforms is preferred
• Knowledge of ICE systems, products, and procedures is preferred
• Understanding of mortgage, banking and financial services industries and products preferred
• Strong verbal and written communication skills with the ability to present both technical and non-technical information
• Customer service skills; understanding and focusing on clients' needs; establishing credibility; and building positive, professional, relationships with clients to become a trusted and value-added business partner
• Team and interpersonal skills, including ability to establish and maintain effective working relationships with all levels within organization, internally and externally
• Strong time management, organization, analytical, problem-solving, and negotiation skills
• Strong project management skills, particularly in managing customer delivery project and timelines
• Attention to detail
• Flexibility, versatility, dependability, and resourcefulness
• Ability to quickly adapt to changing priorities
• Willingness to travel up to 10%

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