Implementation Support Specialist (Software Customer Onboarding)

Job Role: Software Customer Onboarding/Implementation Support Specialist

Description:
We are seeking a highly motivated and detail-oriented Onboarding Support Specialist to join our Customer Success Department at Localgov (USA software company in Chicago). In this cross-functional role, you will be responsible for assisting with the software implementation process of Localgov, our innovative tax software solution. You will work closely with our customers, technical departments, and subject matter experts to ensure a seamless onboarding experience and successful software adoption.

Key Responsibilities:
(1) Understand Complex Processes: You will be assisting with payment processing configurations, requiring the ability to understand complex business processes and translate them into effective software solutions.

(2) Project Management and Stakeholder Communication: Manage customer onboarding process, ensuring timely delivery and stakeholder ---------- municate effectively via email and phone calls to keep all parties informed and address any concerns. Coordinate tasks, prioritize activities, and maintain clear communication lines for successful implementation of Localgov.

(3) Translate Business/Tax Requirements: You will work with complex tax ordinances and government finance requirements to translate into digital forms and customer programs, following best practices to enhance the user experience.

(4) Coordinate with Technical Departments: Throughout the onboarding process, you will collaborate with software engineering operations to facilitate various steps, including the development of custom ERP integrations, custom reports, digital form development, and the configuration of business fields in the taxpayer interface.

(5) Customer Collateral Development: As a proficient English communicator (C1 advanced level), you will own the taxpayer collateral development process. This includes drafting official letters, postcards, press releases, and website copy to ensure effective communication with our customers.

(6) Excel Expertise: Utilizing advanced Excel skills, you will assist in creating Adoption Program workbooks and support the formatting and upload of business lists in the Localgov software.

(7) Onboarding Playbook: You will create and prepare comprehensive onboarding playbooks tailored to each customer, ensuring consistent and efficient onboarding processes.

(8) Adoption Program Creation: Collaborating with customer service representatives, you will create adoption programs for each customer and provide training on the adoption program to ensure successful software utilization.

(9) Customer Support Documentation: You will develop customer support documentation and conduct training sessions to equip users with the necessary knowledge to effectively utilize the Localgov software.

(10) HubSpot Management: You will format and upload contact data to HubSpot and manage email campaigns to support the adoption program.

(11) Form Review and Testing: You will review and test forms to ensure accuracy, functionality, and an optimal user experience, requiring a high level of critical and analytical thinking.

(12) Training and Presentations: You will create engaging presentations and conduct training sessions for both taxpayers and government staff to facilitate smooth adoption and utilization of the Localgov software.

 
Qualifications/Job Requirements:
- Ability to work from 8am to 5pm CDT (one hour lunch break)
- Demonstrated ability to understand complex processes and translate them into digital solutions.
- Strong written and verbal communication skills in English (C1 advanced level).
- Advanced Excel skills for data management and analysis.
- Experience in creating comprehensive documentation and training materials.
- Familiarity with software implementation and onboarding processes.
- Proficiency in using CRM tools like HubSpot is a plus.
- Highly organized with excellent attention to detail.
- Strong problem-solving and analytical thinking skills.
- Ability to work collaboratively and cross-functionally with various teams.
- Prior experience in customer support or customer success roles is preferred.