We are looking for an Implementation Specialist to join the Customer Success Team to ensure that customers receive well-managed, tailored onboarding to increase adoption by making sure every user of Fellow has success using the product.
What is Fellow?
Fellow is an AI Meeting assistant built based on meeting best practices and has been designed with privacy and security as a top value. It is rated the #1 meeting management software on G2, and is trusted by some of the world’s best companies.
Established in 2017, our team of over 60 staff works remotely from cities across Canada, guided by our mission: Make Work Better for Everyone - and that includes our own employees!
Our values make sure we are always evolving and growing, like our product. All employees are given regular feedback on their impact on the company’s growth, time to socialize and connect with their team members, scheduled performance reviews, and flexibility in their work to empower them to be their best
TL;DR: We are an ambitious team well on its way to building the next big thing in tech - we're on a mission to help make meetings delightful for everyone and we'd love to have you on this journey with us.
The opportunity
The Implementation Specialist's main focus is to ensure a successful and smooth transition of clients from the sales process into adoption and creating long-term product champions. This role will also be responsible for creating product-focused resources and finding new opportunities for customers to extend their use of Fellow within their organization.
You will thrive in this role if you:
- Are a highly motivated individual who is passionate about delivering exceptional service
- Are technically proficient and a quick learner with program management skills up your sleeve
- Can adapt to different client personalities while establishing trust and a productive working relationship
Responsibilities:
- Train clients to properly use the platform and ensure they are maximizing the value of the platform through education, best practices, and creative set-up.
- Educate users on how existing and new product features work, and how the platform can contribute to their business objectives.
- Deliver exceptional service, troubleshoot issues that arise, and ensure every client is satisfied with the handling of questions/issues during their onboarding experience.
- Identify education and training gaps through regular and ongoing interaction with potential, new, and existing clients, as well as internal teams
- Manage client onboarding, training, and support tasks for new clients via Zoom, Email, Slack, and project tracking systems.
- Create documentation and video tutorials to educate users about features and settings.
- Collaborate in cross-functional teams to improve the overall client experience by providing product feedback, recommendations, and escalations to other departments.
- Report bugs and feature requests to the engineering team.
- Manage onboarding projects and processes, including scheduling and completing tasks on established milestones.
Required Skills
- A proven track record of successful onboarding of new clients to a software solution is a must.
- Previous experience in a tech company that was a fast-paced, changing, dynamic, client-facing work environment. Experience in a SaaS company is a strong asset.
- Experience working with a CRM (like Salesforce, Hubspot)
- Experience working with clients at all levels and roles up to CEOs.
- Ability to work independently and in a team, in cross-departmental projects, and develop opportunities that further help clients maximize their use of Fellow
- Exceptional written and verbal skills in English.
The Fine Print
- Fellow isn’t a tiny start-up, but we’re still agile, and changes happen fast and all the time here at Fellow. You have to enjoy the challenge of constantly learning and growing in your role.
- Our environment is suited for people who thrive in experimenting and figuring out the best way to do their work, and sharing those successes with others
- This is a remote position that typically works a Monday-Friday daytime schedule (EST). Some flexibility in working hours is required to suit customers’ needs who may be anywhere in the world, typically up to 9 pm EST.
- Candidates should be located in Canada and be legally entitled to work for any employer
Equal Opportunity Employer
At Fellow, we understand the value of having a diverse team. That’s why we believe in providing equal opportunity regardless of race, nationality or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process.
