Customer Implementation Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Print Reach Software, part of the Fullsteam organization, assists Print & Mail shops in growing their business with the help of our suite of applications.

Job Summary:
This position provides the knowledge to lead new clients through the implementation process.  You will work closely with stakeholders to communicate the defined project plan, set expectations, and align all project team members.  You will demonstrate concise and organized project management skills, including following the company-defined implementation standards.

Primary Responsibilities:

• Manage all implementation tasks including weekly calls, training sessions, and go-live tasks.
• Build a good working relationship with customer stakeholders.
• Travel to visit and train customers as needed (approx. 4-6 trips per year)
• Ensure projects are delivered on time.
• Assist in managing the project scope and objectives, keeping stakeholders on schedule.
• Follow the defined project plan.
• Suggest improvements to company-defined processes to help projects run more efficiently.
• Communicate to management suggested changes to the project scope and timeline.
• Report and escalate all project risks to management as needed.
• Assist with testing development items and project deliverables included in the project.
• Assist with creating internal and client documentation, including Release Notes, Knowledge Base articles, and training videos.

Skills & Competencies:

• Action-Oriented: Energetic and proactive, thrives in challenging situations and seizes opportunities.
• Deals with Ambiguity: Comfortable with change, able to act without all details and manage uncertainty.
• Collaboration: Works well with others, builds strong relationships, and motivates teamwork.
• Customer Focus: Dedicated to meeting customer needs, building trust, and improving products/services.
• Emotional Intelligence: Skilled in recognizing, understanding, and managing emotions in self and others.
• Intellectual Horsepower: Quick thinker, comfortable with complex concepts, agile in problem-solving.
• Learning on the Fly: Quickly adapts to new challenges, continuously learns from experiences.
• Problem Solving: Analyzes problems deeply, finds effective solutions, and looks beyond the obvious.
• Drive for Results: Consistently exceeds goals and pushes for high performance.

Minimum Qualifications:

• Working knowledge of cloud-based SaaS applications.
• 2+ years of experience with SaaS software implementations.
• Excellent project management skills.
• Exceptional communication skills, highly organized and detailed person.
• Understanding technical concepts to provide guidance and solutions.
• History in the Print/Mail industry.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.