You will:
1. Work with clients to scope out implementation requirements of the CRM system and integration to the customers accounting package, and develop detailed implementation plans accordingly.
2. Serve as the primary point of contact for clients during their implementation programme, creating a positive customer experience by ensuring that all aspects of the process go smoothly.
3. Manage day-to-day customer implementation projects, ensuring tasks are completed on time and within budget.
4. Monitor project progress and performance against key indicators, and take corrective action when necessary.
5. Handle multiple projects simultaneously while maintaining a high level of quality and attention to detail.
6. Respond to customer support requests via phone and ticketing systems, ensuring timely and effective solutions. Deliver exceptional customer service with clear, friendly communication.
7. Conduct user training sessions to enhance customer understanding of product features and best practices.
8. Support other team members with tasks such as testing new features or providing documentation about the project’s status both internally and to clients.
9. Build effective relationships with the clients.
10. Supply detailed and solution-driven reports and updates as required.
11. Incorporate relevant policies, practices, and procedures within the area of responsibility.
12. Effectively communicate with both technical and non-technical staff.
13. Serve as a subject matter expert on our products and solutions.
14. Travel to customer sites with overnight stays for project roll out and meetings.
15. Conduct post-implementation audits to ensure that all setup items have been implemented successfully.
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