Implementation Specialists manage the late stages of the sales funnel, ensuring that our merchants have a beautiful, seamless experience from onboarding to implementation of Zeller within their business.

You’ll bring a deep knowledge of products to manage the implementation of Zeller into their business, linking product benefits to demonstrate how Zeller can benefit them, and capturing valuable feedback to inform future product development and updates that may enhance their experience.

An Implementation Specialist is a customer-facing role that involves a mix of both remote (virtual, phone) and in-person engagement with merchants, as well as some additional administrative responsibilities. There is a strong bias towards execution, combined with real-time problem solving. To be successful in this role, you will consistently deliver an amazing onboarding experience for a Zeller merchant, maintain consistent touch-points with high-value customers to aid retention and product adoption, and drive continued efficiency in the implementation process that reduces the time to first transaction.

Role Responsibilities:

• Be responsible for managing high-value deals through implementation to active transacting status
• Deliver training and education that enable merchants to meet their go-live timeline
• Identify and address any blockers or obstacles during the implementation cycle, manage 1:1 merchant communication, and create and deploy strategies to make improvements to this process
• Be an expert in Zeller’s product ecosystem by keeping up-to-date with updates and feature releases
• Track your merchant interactions using our CRM and dialler (we use Hubspot and Dialpad)
• Provide regular feedback and maintain relationships to internal teams (Sales, Marketing, Product, Engineering, Customer Experience) to ensure Zeller is continually delivering a great product and service to our customers

Your typical day will include:

• Managing an implementation pipeline: Manage and prioritise your schedule of merchant implementation, as passed to you automatically through the Sales deal close workflow.
• Implementations: Onsite or virtual (phone / video call) consultations with merchants to support them with Zeller Account setup, individual / team training on value and use of Zeller products, and account optimisation.
• Team interaction: Attendance and feedback delivery at recurring Sales / Account Management team meetings.
• Data entry: Configuration of a Zeller merchant’s account, and entry of data within their HubSpot profile (preferences, product / feature requests, integrations, etc) to enable future CRM and upsell opportunities.

Your skills and experience:

• 1+ years experience in a customer-facing role in areas such as Technical or Customer Support
• Outstanding time management and the ability to learn quickly
• You're a strong communicator who is comfortable build rapport and engaging with people in-person and online
• You think fast on your feet and are adept at problem-solving
• Technically-minded, with excellent written / verbal communication skills
• An infectiously positive attitude
• Valid drivers license and your own car (preferably)
• A Bachelor’s degree, or relevant work experience in a related field