Implementation Consultant Associate - #1723474

Every by IRIS is hiring and we are seeking a Implementation Consultant Associate to join us! 

You will be reporting to the Implementation Team Leader, with a focus on supporting new and existing customers with the implementation, onboarding, training and engagement of Every’s products and services.

You will be an integral member of the business working within the Customer Professional Services Department, ensuring that customers have a fantastic experience as they start their Every journey. 

Your role ultimately helps to ensure that Every’s customer retention is high by delivering a first-class experience within their first 30 days of implementing the system.

Most of the team are based out of the Leeds office, the successful candidate will be expected to travel to the Leeds office on occasion

Key Responsibilities

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  Customer Expectation Management: Set clear expectations for customers, guiding them remotely through the implementation and rollout of Every products and services while managing timelines effectively.
•  Relationship Building: Cultivate strong working relationships with customers to enhance product engagement and satisfaction.
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  Multitasking Across Multiple Projects: Oversee and manage the simultaneous rollout of multiple products, maintaining a high standard of service in every interaction.
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  Customer Service Excellence: Provide exceptional customer service and online guidance to diverse audiences, ensuring a positive experience.
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  Project Continuity: Remain dedicated to project tasks until completion or escalate them to the appropriate department, ensuring smooth transitions when necessary.
• Timely Referrals: Ensure referrals to other departments are made in a timely and efficient manner, facilitating prompt resolutions.
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  Collaboration and Process Improvement: Collaborate with the Implementation Team and other company departments to improve processes and identify opportunities for continuous improvement.
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  Effective Communication: Maintain proactive communication with various business areas as needed, ensuring all aspects of the role are addressed and supported.
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  Technical Support: Respond to client inquiries, troubleshoot issues, and provide guidance on how to leverage the software to achieve their goals.

Skills & Experience

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  Effective Onboarding Delivery: Ability to provide engaging and tailored onboarding services to a wide range of audiences, ensuring a seamless and impactful experience.
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  Advanced IT and System Proficiency: Excellent IT skills, with a strong ability to quickly adapt to and master bespoke online systems, and a keen eye for data analysis.
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  Intermediate Excel Skills: Proficient in using Excel, with the ability to analyse and manipulate data efficiently.
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  Strong Communication Skills: Comfortable and confident communicating across various channels, including telephone, face-to-face, and online platforms.
•  Relationship Building: Skilled at fostering strong, positive relationships with colleagues, teams, and clients to facilitate collaboration and success.
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  Multitasking and Time Management: Capable of managing multiple tasks simultaneously, working effectively under pressure to meet deadlines and deliver results.
•  Deadline-Oriented: Results-driven, with a proven ability to meet deadlines and drive performance.
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  Continuous Learning and Collaboration: A proactive approach to learning and growth, with a strong desire to share knowledge and best practices across teams while working collaboratively.
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  Customer-Centric Attitude: Passionate and enthusiastic about delivering exceptional customer service, ensuring a positive experience at every touchpoint.
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  Project Management Expertise: Background in managing projects, with strong organisational skills (Preferred)