Envisio customers manage incredible goals and the responsibility of communicating progress to their communities. It is this magnitude for which they use our software - managing strategic initiatives and transparency.
About this role
We are seeking a mature Implementation Consultant who can deliver a “change management” experience for our customers. Implementation Consultants at Envisio meet customers where they are in their journey of Strategic Planning and Performance management, and tailor their implementation to ensure our digital solution is on a path to being embedded into their culture - measured by early high-adoption.
Implementations are based on a framework of best practices, balancing build-for-them vs. enablement, custom training, and leveraging Envisio Consultants to fill strategy gaps. Because our customers are leadership teams with ever changing priorities, they need us to also balance patience with motivation to keep them on track. If you have experience training senior level roles in an online capacity, have conducted “change management” implementations, and have worked with governments and/or have SaaS implementation experience, we want to hear from you!
Key Responsibilities
- Implementation Delivery - aligned to the customers goals and our recommended best practice to ensure maximum user adoption, including:
o Discover customer’s maturity in strategic planning governance and roles involved in order to author a tailored Implementation timeline.
o Project manage the implementation hitting on milestones at an agreed time to value, while adapting to user turnover.
o Analyze a customer’s plan structure in order to recommend how it should be built in Envisio.
o Understand a customer’s performance metrics. Analyze their several sets of data and recommend how they should be sliced and diced to appear on graph visualizations and dashboards, and recommend automated data workflows.
o Recommend consulting workshops where gaps are identified that may not have been evident during the sales cycle.
o Partner with Envisio Customer Success Manager for a successful hand-off from Implementation to Adoption phases of the customer lifecycle.
- Conduct Training - lead Envisio product training, including:
o Tailored, remote, hands-on training for all user types for both new and existing customers.
o On-site hands-on training, as required.
o Write user guides from existing templates, where necessary.
o Administer training assignments and review progress before each next session.
o Conduct end-user feedback surveys post-training and be proactive with any actionable outputs.
o Partner with other Implementation Consultants to conduct customer-agnostic live group training sessions and best practice webinars.
o Support customer learning by identifying and developing product training videos
- Configure Envisio product to build out a customer’s instance:
o Configure Plans from Word or Excel documents into a structure that can be updated and maintained in Envisio.
o Configure metrics from their several sets of data into graph visuals they can automate and maintain.
o Apply data- and systems-thinking mindset to support customers in their efforts to automate data collection and transfer to Envisio.
o Configure public-facing dashboards leveraging Plan and metric data, to tell their progress story.
o Configure Reports that will enable them to monitor and report on progress.
- Support - provide ongoing frontline application support to customers, including:
o Answering the 1-888 Envisio support line
o Addressing, resolving, and documenting Zendesk tickets and escalating to Product & Development teams where appropriate
o Monitoring and responding to all customer support email requests
o Identify software enhancements and bug requests for the Product & Development team
o Identify knowledge gaps within our help center and work within the Implementation Consultants team to create new and/or updated content as needed
- Improve Envisio implementation & support management processes by making recommendations based on themes, learnings, and experience - both past and at Envisio.
Key Performance Indicators
1. Average 120 days from kick-off to implementation wrap-up
2. High rate of product adoption post implementation
3. 100% of support requests handled within MSA parameters
About You
You have a track record for truly teaching and delighting customers. You are an engaging teacher and have a keen sense for reading your audience - knowing when they’re grasping concepts vs. needing more attention on others. You have a keen skill for keeping customers to task while not coming across demanding. You’re passionate about local government and public service, and want to help our customers communicate their story with transparency. You are a mature and reliable professional, comfortable working in a remote office environment.
- 4+ years experience in SaaS: client facing, implementation role serving the public sector, including customer onboarding; training and application support preferred.
- Analytical thinker - you can slice and dice raw data into graph visuals
- Experience in online adult education
- Experience creating and recording training videos a plus
- Experience providing support to customers - troubleshooting, submitting bug reports, through to closing the loop with the customer
- Experience in Zendesk or the like
- Basic understanding of project management disciplines
- Understanding of strategic planning and performance management principles a plus
- Understanding of API or integration functionality between systems a plus