About the Role: 

UPshow is seeking an Implementation Specialist to manage the evaluation, planning, and execution of new customer implementations. This role is responsible for the customer experience from the moment an agreement is signed until the customer is using their UPshow program. The goal will be to safeguard revenue and retain customers by building a world-class implementation process and driving positive outcomes.

Customer-facing Project Management

• Own and manage implementations, facilitate strategic customer conversations (with Enterprise customers), and collaborate cross-functionally with the Sales, Customer Success, and Product teams to ensure the customer is successfully using UPshow.

• Develop and maintain customer relationships through various communication methods during the implementation process with a high degree of accountability for customer satisfaction and on-time delivery throughout.

• Establish project scope (via Gantt charts and project plans), goals, deliverables, fulfillment requirements, and timing of implementation while maintaining accurate documentation and communication of milestones both internally and externally.

• Ensure that any changes to project milestones are appropriately communicated to internal stakeholders and to the customer.

• Utilize Salesforce and Project Management tools to update the status of ongoing customer implementations.

• Identify and address the resolution of customer related issues during implementation by escalating to the appropriate manager/department.

• Support the Sales team during the sales cycle in order to facilitate a smooth transition from prospect to customer implementation.

• Enhance the implementation process by providing feedback and innovation where and when needed.

Software Setup

• Interface with customers and internal teams to gather information needed to configure new customer’s UPshow account(s).

• Work closely with the Product to pass along customer feedback and product feature requests.

Hardware Setup

• Prep customer’s purchased hardware by setting up devices and pairing created UPshow account(s) to the device(s).

• Package customer hardware, peripherals, and install documents in UPshow branded packaging and ensure successful shipping. 

• Utilize Salesforce and Project Management tools to document accurate and timely shipping dates and effectively communicate expected delivery dates with customers and internal stakeholders. 

Familiarity or prior experience with the following is helpful but not required:

• Bachelor’s degree

• Basic knowledge of shipping & logistics

• Salesforce

• Knowledge of Project Management tools

• Knowledge of AV systems/components

• Knowledge of implementing both software and hardware solutions

• Knowledge of Microsoft Office suite/Google Docs, especially Excel/Google Sheets

UPshow values diversity of culture and background for the benefit of our team, our product, and our world. UPshow is proud to be an equal opportunity workplace. We win together, we lose together.

This position is open to applicants who are legally authorized to work in the United States. We are not able to sponsor work visas at this time.