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Implementation Specialist at Helpshift
San Francisco, CA, US
Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Microsoft, Tencent, Supercell and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.
 
As Implementation Specialist you will be responsible for providing consultative direction and hands-on guidance for Helpshift implementations for our mid-market and enterprise customers. You will provide product expertise, leading Helpshift customers through guided implementations that satisfy their customer support needs, while also educating our customers how to best utilize the Helpshift platform moving forward.

About the Role

    • Lead customers through Helpshift’s onboarding process end-to-end, from discovery through go-live. Work side-by-side with customers to design, build, and deploy enterprise software. 
    • Establish partnerships and strategic relationships with contacts at our biggest brands
    • Analyze and audit existing Helpshift implementations for the purpose of making improvements
    • Become an expert at using Helpshift’s administrative tools which include a suite of AI products, bots, and other mission-critical support functions 
    • Work collaboratively with Customer Success Managers, other Services teams, and Sales to ensure customers’ overall success with the product 
    • Continually optimize the overall onboarding process with improvements to documentation, trainings, and other customer-facing content
    • Occasional travel to client site (up to 50%)

About You

    • You have a minimum of 3 years of SaaS experience in a specialization such as consulting services, technical presales or technical project management
    • You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing 
    • You are exceptionally organized and a project manager at heart.
    • You value performing tasks as efficiently as possible and you dislike seeing mistakes repeated
    • You have excellent communication skills and are comfortable leading meetings with customer executives and analysts alike
    • You are proficient in the entire G-Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel 
    • You are curious about complex systems and a natural problem solver
    • Previous experience in a support role or call center a plus