Ten Thousand Coffees Looking for Implementations Specialist at Vancouver, BC Full Time

200+ organizations use our all-in-one platform to connect, develop and engage their employees. Our clients include Fortune 1000s like the Royal Bank of Canada (RBC), PwC, Adidas, General Electric (GE), TELUS, Johnson & Johnson, post-secondary academic institutions across Canada, and diversity networks like Ascend and Black Professionals In Tech Network (BPTN). We have big plans to grow and are building a world-class team to help us achieve our ambitious goals!

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10KC is permanently remote and building a digital-first culture. We welcome applications from across Canada.

The Role

Our Customer Success Team is looking for an Implementations Specialist who is passionate about welcoming and working with our diverse range of customers to increase opportunities for mentoring, connectivity and talent development. You will be responsible for leading our clients to successfully implement 10KC products and solutions and for managing their successful relationships after Sales to implementation.

Reporting to the Manager of Customer Success Operations, and in collaboration with other 10KC teams, you will work with the 10KC portfolio of customers to ensure successful implementations of customer programs. You will be a primary point of contact for new and existing customers implementing solutions and/or launching their program and be responsible for utilizing tools and resources that reflect our best-practices and set our customer programs up for long-term success.

What you’ll do Project Coordination:

• Schedule and coordinate client meetings and gather requirements to ensure project expectations, goals and timelines are met and executed
• Serve as a point of contact for customers during the implementation phase of the customer journey and analyze customer’s business requirements and objectives to validate any future support or configuration
• Document and transition upsell opportunities and context for Customer Success, Sales, and Account Management teams
• Maintain Salesforce and CS tool customer records throughout each implementation
• Capture and support client requirements with non-standard requests, ensuring early collaboration with internal stakeholders and long-term internal reference and enablement materials are in place
• Organize, document and triage client issues and log risks when required, soliciting internal support and engagement

Best-Practice Program Implementations:

• Conduct gap analysis of existing client systems and programs; identifying any key challenges and defining solutions so our clients have a smooth transition to 10KC products and services
• Collaborate with the CSM and Account Executive paired on each customer account to ensure a successful transition and welcome new customers to their implementation and customer success journey
• Develop, maintain and demonstrate in-depth knowledge on our product and services
• Provide best practice recommendations and guidance to clients on how best to implement our suite of products and solutions
• Adapt an implementation approach to meet the needs of specific client personas and program types
• Facilitate client implementation discovery meetings
• Configure the client site to ensure the program reflects customer needs

Internal Enablement:

• Act as a core member of the CS Operations Team, with a focus on Implementation Operations and maintain an internal knowledge of Customer Accounts, CS playbooks and processes
• Liaise internally with Product, Sales, Solutions and CS Teams to ensure the adoption and incorporation of 10KC product, process, and configuration updates into our implementation process
• Define, document and report on successful implementation and configuration best practices; make recommendations for updates based on learnings, data, and developments within the industry and our product
• Review, prioritize and incorporate feedback related to the implementation process to the Manager, Customer Success Operations

What you’ll bring• Experience in successfully deploying out of the box SaaS solutions within a Customer Success Team and for various software implementation projects

• Proven experience influencing change related to enterprise software solutions and successfully managing and delivering projects with an emphasis on attention to detail, timelines, and quality of work
• Undergraduate degree or diploma from an accredited institution, ideally in Business Administration, Management or Technology is considered an asset
• Superior people skills; team-oriented, fast learner and very personable
• Self-motivated and driven with an aptitude to achieve success within a fast-paced start-up environment.
• Ability to thrive in a remote work environment and the ability to be flexible to project situations
• Ability to research, analyze and provide solutions to newly identified issues
• Tool experience working with Salesforce CRM, Notion, Google Workspace is considered an asset

Expected salary range: $55,000-$70,000

Equity, Diversity & Inclusion @ 10KC

We’re dedicated to building a diverse and inclusive community – one where employees feel a sense of belonging and are valued for their contributions and the perspectives they bring. We celebrate and support our differences. We welcome new team members who are BIPOC, LGBTQ+, and neurodiverse as a part of our team (and we’ll continue to hire more in 2023!). We strongly encourage everyone to apply. Whatever your background, race, creed, sex, gender, orientation, religion, people with living with disabilities, and foreign-born residents – you belong here!

Benefits and Perks• Comprehensive total rewards, which may include stock option, bonuses, and commissions

• Wholesome health & dental benefits coverage
• Employee and family assistance program (support for mental health, family & relationship, child & eldercare, work & career, legal, financial, and more)
• Flexible, uncapped time off program
• ​​Parental benefits program
• Employee connectivity program powered by our own software
• Home office set up allowance
• Monthly fitness stipend
• Monthly internet and phone stipend
• Permanently remote in Canada (with options to work short-term abroad)
• Flexible working hours to suit your lifestyle and needs