Software Product Implementation Engineer
Full Time • Fully Remote - US
We are seeking a highly motivated Implementation Specialist to join our team. This client-facing role is responsible for successfully implementing our software solutions, ensuring high customer satisfaction, and providing post-go-live support. The ideal candidate will have strong business software knowledge, experience in system configuration, and the ability to collaborate effectively between clients and technical teams.
Key Responsibilities:
Implementation & Client Engagement:
- Lead end-to-end implementation of our software solutions, ensuring seamless deployment and high client satisfaction.
- Gather and analyze business requirements to configure and optimize system functionality based on client needs.
- Conduct training sessions to ensure clients are well-prepared to use the system effectively upon go-live.
- Develop and manage implementation plans, ensuring on-time project delivery.
- Schedule and facilitate client meetings, training sessions, and system configuration discussions in advance.
- Act as the primary point of contact for clients during the implementation phase, ensuring a smooth transition.
- Track project milestones and proactively identify and mitigate risks to ensure a successful rollout.
Technical Support & Issue Resolution:
- Provide Tier 1 support, troubleshooting technical issues and escalating complex issues to Tier 2 or Tier 3 as needed.
- Collaborate with the product and development teams to resolve client-reported issues effectively.
- Maintain an issue tracking system, ensuring all reported problems are documented and resolved within SLAs.
- Assist with post-live support, answering client inquiries, troubleshooting issues, and ensuring continued client success.
Process Improvement & Documentation:
- Maintain and update implementation documentation, knowledge base articles, and help sheets.
- Provide feedback to the product development team on system enhancements and feature improvements.
- Support internal staff with system configurations, onboarding, and training.
- Utilize CRM and ticketing systems to track tasks, client requests, and implementation progress.
Collaboration & Reporting:
- Participate in weekly client and internal scrum meetings, providing updates on issue resolution and project progress.
- Work closely with cross-functional teams to ensure alignment between technical and business requirements.
- Track and report on implementation metrics, identifying areas for improvement.
- Maintain compliance with company policies, client contracts, and industry regulations.
Qualifications & Skills:
- 2+ years of experience in software implementation, system configuration, or technical support.
- Strong analytical and problem-solving skills with a customer-centric approach.
- Excellent verbal and written communication skills for client interactions and training sessions.
- Ability to manage multiple projects simultaneously in a fast-paced environment.
- Experience with CRM, helpdesk software, and ticketing systems.
- Familiarity with business process automation, contract lifecycle management (CLM), or FOIA systems is a plus.
- Basic SQL knowledge or experience with system integrations is an advantage.
Ability to travel occasionally, if required.
This is a remote position.
Compensation: $50.00 - $60.00 per hour
Mission Statement
Softthink Solutions’ mission is to drive continuous innovation in IT services by prioritizing product development and implementing trustworthy computing practices. Our focus on secure and reliable product delivery is backed by sound business practices and a commitment to the long-term satisfaction of our clients in every project, regardless of its size or complexity.
Through our innovative solutions and dedicated team of experts, we strive to exceed our clients’ expectations and set the standard for excellence in the IT industry.
Vision Statement
At Softthink Solutions, our vision is to be a trusted partner for our clients, empowering them to bring their ideas to life in the most efficient and effective manner possible. We are committed to using established best practices, industry-standard processes, and cutting-edge technology to deliver top-notch solutions that exceed expectations.
Our goal is to be recognized as leaders in the industry for our innovative, reliable, and secure IT services and solutions, and to drive the success of our clients through every project we undertake.
Careers
STSI is an independent US-based Software services and consulting partner with a primary focus on long-term relationships with both clients and team members.
STSI offers team members cutting-edge technology, training, and career guidance to expand and grow their skill sets and bring maximum value to our clients.
STSI is constantly reviewing and expanding its people strength and strives to optimally match client needs to team member talents. We are a people-oriented company seeking the best and brightest to join our team. We work with a variety of employment statuses – from citizens to permanent residents to H1B and EAD immigrants. We have openings for entry level as well as senior positions across a variety of specializations with active in-house and client projects.
In an industry that’s constantly reinventing itself, STSI challenges its team members and consultants with engagements that involve specialized services and advanced IT solutions – applying agile development principles, methodical planning, creative thinking, and continuous learning. A dynamic environment keeps our team members ahead of the curve by providing:
In an industry that’s constantly reinventing itself, STSI challenges its team members and consultants with engagements that involve specialized services and advanced IT solutions – applying agile development principles, methodical planning, creative thinking, and continuous learning. A dynamic environment keeps our team members ahead of the curve by providing:
- Opportunities to work with leading multinational clients.
- A comprehensive portfolio of solutions that span leading-edge technologies from Enterprise Architecture to Business Intelligence to Quality Assurance
- Established methodologies, processes, and mentoring to maximize efficacy and efficiency.
- A growing R&D division continually exploring and pioneering the latest technological developments in a variety of disciplines.
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