January 6, 2022

Position Summary

The Customer Experience Implementation Specialist is a member of SPIDA’s User Success team. This role is responsible for the successful delivery and implementation of SPIDA’s full portfolio of applications including SPIDAstudio, SPIDAcalc, and SPIDAsilk for the Utilities and Telecom customer space. Implementation Specialists use their knowledge of our applications and industry to ensure that our applications are configured to customers’ requirements and that customers are positioned for long-term success. Providing exceptional, customer-first service is a hallmark of our User Success team and Implementation Specialists serve as the primary “face of the organization”. You will internally advocate and articulate user needs to our product development team, in addition to externally translating the value of our technology to both senior executives and day-to-day users to fulfill our vision of Building a Better Grid.

Job Essential Functions

  • Participate in the customer implementation process including but not limited to, configuration, testing, training, implementation, and support of SPIDA software applications.
  • Set, communicate, and manage customer expectations against project timelines and scope activities to ensure successful delivery and implementation.
  • Learn and become proficient in all SPIDA applications, including understanding how our applications can be used by our customers to build, operate, and maintain safe and reliable overhead infrastructure.
  • Understand, capture, and advocate for the needs of our customers internally to influence the direction of SPIDA’s future product development.
  • Strive to ensure customer satisfaction and that all project expectations are met or exceeded.
  • Identify gaps or opportunities to improve on existing internal processes that improve work efficiency.
  • Collaborate with other team members to identify and document opportunities to expand SPIDA product and service offerings that strengthen our position in the marketplace.

Required Skills

  • 3+ years’ experience in the utility industry, telecom industry, and/or enterprise software implementations or related technical capacity.
  • Strong analytical, problem-solving, and organization skills.
  • Able to balance multiple projects and prioritize potentially competing needs.
  • Must be a self-starter and have the capacity to work independently and take ownership to solve problems.
  • Comfortable leading sessions and interactions with customers and large groups, from executives to technicians.
  • Ability to work in a dynamic, small team environment that involves tackling an array of job responsibilities.
  • Action-oriented, self-motivated individual who is focused on truly understanding and solving client needs.
  • Excellent written and verbal communication skills with the ability to communicate effectively with co-workers, management, clients, business partners, and other third parties
  • Ability to travel within the US and Canada approximately 15-25% of the time, once COVID travel restrictions are lifted

Work Location

  • This position is remote based from a home office in the Columbus, Ohio metro area with the ability to travel to our Gahanna, OH office on a monthly basis.

Benefits offered to Full Time SPIDA Software employees

  • Paid Time Off
  • Eight Paid Holidays
  • Parental Leave
  • Medical / Prescription Coverage
  • Dental Coverage
  • Vision Coverage
  • Basic Life and A D & D
  • Supplemental Life
  • Short Term Disability
  • Long Term Disability
  • FSA / HSA accounts
  • Retirement Savings 401(k) – (choice of 401(k) and Roth 401(k), Employer Match)
  • Employee Discounts ( Insurance, Cell, Entertainment, Autos, Computers, etc )
  • Tuition and Continued Education Programs

 

If you’re interested in this opportunity, please click below to apply.

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