Implementation Coordinator

Implementation Coordinator

Location: Remote

About the Customer Experience Group

We are a dynamic group that provides Software as a Service (SaaS) solutions to the homebuilding industry in North America through our homeowner portal platform, Homeowner Central, and our home purchase survey platform, CustomerInsight. Prominent builders across Canada and the United States use our services. As the leading solution to the industry, we continually innovate and grow our technology capabilities. We are an entrepreneurial and nimble team that is passionate about what we do, and we are looking for a like-minded individual who is equally passionate and wants to make a difference!

Position Overview:

We have an exciting opportunity for the right candidate to step into a key role in our organization and join our Implementation team. The Implementation Coordinator role offers a chance to prove yourself and grow your career!  Experience is important, but we also want the person with the “right DNA” to work in an environment where we all wear multiple hats.  This dynamic role is suited for someone who has worked in a variety of customer-facing roles, has a technical aptitude, and demonstrates:

• Exceptional communication skills, both written and oral

• Extreme attention to detail

• Demonstrable ability to change priorities and adjust deliverables accordingly

• Ability to work under pressure in a fast-paced environment

• Excellent multitasking and organization skills

• Highly developed teamwork skills

• Proficiency with Microsoft Office

• Basic knowledge of HTML

• Commitment to continuous learning of new software

• A technical aptitude

Responsibilities Include:

Project Coordination

• Organizing the timely collection of project details through frequent and regular engagement with our clients

• Configuring projects in our proprietary system

• Setting project delivery plans and forecasts to meet client deadlines

• Coordinating internal and external activities to ensure timely delivery

• Confirming near-term and long-term order delivery requirements

• Liaising with stakeholders as issues/delays arise to reset expectations

• Assisting with the co-creation of homeowner guide content with clients

• Training clients on product functionality

Administration

• Tracking project status and deliverables

• Order management and project configuration

• Coordinating guide printing and delivery timelines with Print Production

• Attending regular internal meetings to report on the status of projects and relay client requests for platform development

• Implement ongoing operational efficiencies and suggest system improvements

Client Service

• Ensuring that we understand our client needs and then providing the product and features to fulfill them

• Ensuring that our clients are fully utilizing our product as it evolves

• Owning and resolving client issues

• Communicating client needs internally

Experience

• Minimum of 4 years experience in a customer service role

• Minimum of 4 years project coordination experience

• Experience coordinating and processing orders through to delivery

• Experience writing technical documents

• Experience in the residential construction industry is an advantage

• Experience with HTML is an asset but not necessary for success in this position