Do you want to work in an inclusive, engaging environment where people believe in innovating through experimentation and research? Do you love travel and want to have an impact on the future of the travel sector by working closely with industry leaders? Then you are in the right place! Kaptio is building the next generation of travel reservation technology, and we would like for you to join the journey
About Kaptio:
Our offices: Kaptio is a Global Travel Tech company, founded and headquartered in Reykjavik, with operations in Iceland, UK, and Canada. We currently have offices in Reykjavik, Bristol, Reading and Montréal, and remote coworkers across Canada, Europe and the UK.
???? Our team: we are over 80 software & product specialists and travel industry experts who are passionate about travel with innovation at heart.
Our vision: to become the market leader for multi-day travel technology. We have successfully enabled ambitious travel brands to grow with our product, the Kaptio Travel Platform, built on Salesforce.
Our values: our spirited, iterative, and trustworthy nature guides us through our mission to enable ambitious multi-day travel brands to achieve sustainable growth.
Our ethos: we believe that people collaborate best connected together. We offer working spaces that have comfortable and spacious facilities with meeting rooms and quiet areas for our teams to be in sync. We make sure that everyone can be included, regardless of their location, and hybrid collaboration is at the heart of Kaptio as an international company.
What are we looking for?
The Implementation Specialist at Kaptio is responsible for ensuring the successful configuration and deployment of Salesforce solutions tailored to our clients' specific needs. This role involves working closely with customers to understand their requirements, configure Salesforce & Kaptio according to best practices, provide comprehensive training, troubleshoot issues, and deliver clear documentation and guides to ensure long-term success.
Responsibilities & Duties
* Acquire a strong understanding of the Kaptio platform; the full range of features and capabilities, and how these can be applied to solve customer requirements.
* Use a strong foundational knowledge of Salesforce administration to configure the customer's platform specific to their needs, including configuring custom objects and fields, security model settings, automation (flows) and reporting.
* Support customers with their work in integrating with 3rd party systems.
* Ensure configurations align with Salesforce & Kaptio best practices and optimize system performance.
* Have a strong eye for detail and practice detailed testing to ensure the quality of work being delivered to customers.
* Manage and deploy changes between multiple environments to ensure a safe and efficient release process.
* Collaborate closely with other contributing workstreams (such as Product) to ensure that implementation work matches and supports all other contributions to delivering Kaptio to a customer.
Training:
* Develop and deliver tailored training sessions for trainers and administrators to ensure effective adoption of Salesforce.
* Create training materials, including presentations, user manuals, and video tutorials.
* Provide ongoing support and coaching to users post-implementation to reinforce learning and address any issues.
Troubleshooting & Support:
* Diagnose and resolve technical issues related to Salesforce & Kaptio configurations and integrations.
* Act as the primary point of contact for clients during the implementation phase, providing timely responses to inquiries and support requests.
* Collaborate with the technical support team to escalate and resolve complex issues.
Documentation:
* Create and maintain comprehensive documentation, including configuration guides, training materials, FAQs, and troubleshooting manuals.
* Ensure all documentation is clear, accurate, and user-friendly, supporting the client's ability to independently manage their Salesforce & Kaptio environment post-implementation.
Client Relationship Management:
* Build strong relationships with clients by understanding their business needs and ensuring their satisfaction with the Salesforce & Kaptio implementation.
* Conduct regular check-ins with clients to monitor progress, gather feedback, and make necessary adjustments to the configuration or training approach.
* Serve as a trusted advisor, providing recommendations for continuous improvement and further optimization of Salesforce and Kaptio.
Project Management:
* Coordinate with internal teams, including developers, project managers, and technical support, to deliver a seamless implementation experience.
* Track and report on project status, identifying potential risks and proposing solutions to keep projects on track.
Ideal track-record and competence:
* Proven experience in configuring and administering Salesforce, including deploying changes and managing multiple environments.
* Strong background in client engagement, with skills in developing and delivering Salesforce training and support.
* Effective project management abilities, capable of coordinating across teams to ensure timely completion of deliverables.
* Expertise in troubleshooting, technical documentation, and process optimization within Salesforce and Kaptio platforms.
* Excellent interpersonal and communication skills, with a focus on building strong client relationships and fostering continuous improvement.
️ Benefits at Kapto:
* An award-winning scale-up company that has over a decade of experience in technology and innovation.
* A motivated and supportive team where everyone is encouraged to progress their skills and share their knowledge with each other.
* A fun company culture with groups and meet-ups, and an emphasis on asynchronous discussions and celebrations. Exciting team get-togethers and team building activities.
* Hybrid-friendly work environment and company culture that supports working remotely when necessary, where work-family balance is very important.
* Competitive salary and benefits. Vary per location, so ask us more!
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