Hungry, humble and smart? If you have these qualities, we want you on the team.

Job Summary:

Reporting to the Implementation Services Manager, the Implementation Specialist serves as the clients’ primary point of contact after a new Solution has been sold (new site, add-ons, Professional Services projects, etc.). This position is responsible for coordinating clients engagements through a implementation process to include: site configuration, menu build, education, and launch. The Implementation Specialist will partner with all internal CaterTrax departments to ensure an effective implementation and great client experience.

This is a hybrid role based in Rochester, NY.

Job Description:

JOB DESCRIPTION:

• Coordinates the status of new implementation projects and onboarding functions for various work types sold.

• Serves as the face of CaterTrax and primary point of contact to the partner(s) after a new solution has been sold (new site, additional site functionality or Professional Services project work).

• Maintains a continuous engagement with clients by communicating real-time information on all projects.

• Coordinate with Client to gather requirements needed for the project across multiple teams.

• Coordinates efforts between the Client and all internal departments (Site Build, Menu, Managed Services, Education, Professional Services and Support) to deliver what was sold and ensures a successful implementation.

• Responds to client inquiries via telephone and/or email in a timely and professional manner

• Ensures clients are enrolled in applicable trainings with the Education team.

• Monitors the progress of Solution and informs clients when the process is complete.

• Reviews implementation methods with clients to collaborate and enable best practice techniques that maximize value for the site’s operation.

• Maintains client documentation in the CaterTrax CRM (or other identified tool) and ensures proper record keeping of client interactions.

• Collaborate with all Client & Professional Services departments as issues arise or solutions are needed.

• Communicates the progress of required Key Performance Indicators (KPI’s) to the Implementation Services Manager.

• Assists with developing strategies for meeting company standards for all work types including site creation, existing account maintenance and ongoing satisfaction.

• Coordinates a seamless transition to Client Success Manager (CSM) after a successful Solution implementation.

• Offers recommendations for product and process improvements based on client feedback and lessons learned.

• Assists with special projects as requested.

• Perform other duties as assigned.

EXPERIENCE:

• Minimum 3-5 years of prior customer service experience.

• Minimum 1-2 years of project management experience preferred

• Experience with SaaS preferred

SKILLS & REQUIREMENTS:

• Excellent analytical, problem solving and organizational skills.

• Excellent customer service skills.

• Excellent communication skills, both verbal and written, with the ability to articulate thoughts and ideas with clients at all levels during the implementation process.

• Detailed-oriented, excellent organizational skills, and ability to multi-task and prioritize in a fast-paced, dynamic environment.

• CAPM certification preferred

EDUCATION

Bachelor’s degree or equivalent experience required.

COMPENSATION

Compensation reflects $21 per hour

Worker Type:

Regular

Number of Openings Available:

1

Be part of something big. Apply to join our team today

CaterTrax is an industry leading catering management software company that was built by caterers for caterers. Primarily serving the non-commercial foodservice industry, CaterTrax provides flexible solutions to multi-unit contractors across the United States and Canada, streamlining enterprise management for the largest managed hospitality providers in the country. Affectionately referred to as TRAXERS, over 7,500 operators, across multiple lines of business, use CaterTrax’s TRAX Platform to manage their business. Read their stories here (https://catertrax.com/why-catertrax/traxers/) .

CaterTrax is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.

CaterTrax is part of a CSI Group of Companies

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