Technical Implementation Specialist

Top 3 Outcomes for Year One

• Develop a strong foundational knowledge of all Revinate SaaS products and the configuration processes required to implement them.
• Independently configure and manage customer accounts for multiple core product implementations simultaneously, handling both standard rollouts and complex integrations.
• Become an expert on advanced configuration requirements and tier-two tickets, providing cross-functional technical support and resolutions within designated SLA timeframes.

What You’ll Do

Implementation & Project Execution

• Lead the customer implementation process end to end, serving as the primary technical point of contact to ensure on-time delivery and a smooth onboarding experience across the entire SaaS product suite.
• Gather detailed customer requirements and accurately convert them into comprehensive system configurations across multiple product lines to achieve the client's desired outcomes.
• Organize and lead effective internal and external project meetings, proactively communicating expectations, procedures, and requirements to all stakeholders.

Technical Configuration & Integration

• Execute and manage the hands-on back-end technical setup, customization, and configuration of diverse SaaS systems and solutions.
• Coordinate with third-party software vendors to acquire necessary technical details and secure required resources for complex system integrations.
• Validate the correct implementation and intended functionality of all technical components, ensuring seamless communication between internal systems and external integrations.

Quality Assurance & Troubleshooting

• Perform rigorous quality assurance (QA) and thorough testing of product functionality and performance metrics prior to project closure and official launch.
• Resolve real-time technical product issues encountered during onboarding, utilizing critical thinking to troubleshoot and perform back-end adjustments.
• Review customer inquiries, research complex technical issues, and provide timely resolutions or escalate to management and engineering when necessary.

Customer Enablement & Cross-Functional Collaboration

• Serve as a subject matter expert (SME) on the platform, advising customers on how to maximize the value of their services and providing solutions for potential obstacles during live calls.
• Act as a critical liaison between the customer and internal product/engineering teams, advocating for customer-requested enhancements to drive continuous product improvement.
• Manage ongoing project documentation, including the creation, maintenance, and distribution of internal Standard Operating Procedures (SOPs) and knowledge resources to enhance service quality.

Supplementary Product Support (Telephony)

• Handle supplementary telecommunications tasks as needed, including managing toll-free and local number inventory, performing routine audits, and executing off-program workflows in accordance with carrier protocols and internal SOPs.

What You’ll Bring

• An associate's degree or equivalent training, plus at least two (2) years of professional experience in a Project Management, Implementation, or Technical Configuration role.
• Demonstrated ability to successfully manage a high volume of simultaneous, ongoing implementation projects and competing priorities.
• Strong technical aptitude with a proven ability to quickly learn new SaaS technologies and master basic to intermediate product features in a fast timeframe.
• Exceptional problem-solving skills, with the ability to identify complex technical issues and evaluate, recommend, and implement back-end solutions.
• Intermediate to advanced proficiency with MS Office Suite and Google Workspace; experience using tools to track project deliverables and milestones.
• Flexible and adaptable to changing time zone requirements necessary to support internal and external customers.

Preferred Qualifications / Nice-to-Have

• Practical experience with technical SaaS software configuration and managing complex system integrations.
• Familiarity with hospitality systems, specifically Property Management Systems (PMS) such as Opera, roomMaster, or Maestro.
• Previous experience with telephony-related products, network routing, or telecom configuration.
• Experience with project management and support software such as Zendesk, JIRA, Asana, Rocketlane, Salesforce, and SendGrid.

People Describe You As

• Extremely detail-oriented: You excel at following established practices and ensuring that your technical configurations are carried out with absolute precision.
• A master communicator: You are highly effective at building rapport with customers and internal teams alike. You do not hesitate to jump on a call with a customer to explain a technical setup, test an account, or troubleshoot an issue.
• Flexible and fluid: You excel at managing multiple projects with unique needs, recognizing and applying patterns to drive efficiency. You thrive on finding innovative solutions to challenges as they arise.
• Proactive and organized: You easily prioritize competing responsibilities to ensure timely completion. Whether contacting a colleague for missing integration details or updating documentation, you identify the need and take action.

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Our Core Values: One Revinate - United & Strong, on a single mission together

• Built on Trust - It’s the foundation of everything we do
• Expect Amazing - We think, dream & deliver big
• Customer Love -- When the customer wins, we win
• Make it Simpler -- Apply it to everything we do
• Hungerness -- Feel it, follow it, be relentless about our success

• Grounded in Gratitude - We’re glad to be here & make the most of every day
• Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.
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