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Position Description:

ServiceTrade is a leading SaaS company transforming the fire protection and mechanical industries. We’re seeking a motivated and skilled Senior Implementation Specialist to join our growing team. As a Senior Implementation Specialist, you will be responsible for mentoring new Implementation Specialists around how to effectively gather, review, and transcribe customers’ data before transforming it into ServiceTrade (forms, pick lists, work flows), as well as carrying out these tasks yourself. 

Why ServiceTrade:

Our Professional Services team is at the forefront of revolutionizing an industry often overlooked when it comes to technology. You’ll work alongside our forward-thinking teams to spearhead impactful, transformative solutions as well as shaping and refining internal processes that support our team's growth and our company's core mission.

What sets us apart? Our product is a true GAME-CHANGER that provides our customers a massive ROI and keeps them on the leading edge of the industry.

About You:

We are looking for a candidate who has leadership experience, customer service experience, excellent communications skills, is organized and analytical, has experience working in Excel and mySQL, is team-oriented, self-motivated, and is able to handle multiple projects at one time. A natural curiosity, intelligence, grit, and focus on learning and improving day over day is required.

Key Responsibilities and Activities:

• Work with Implementation Specialists to develop best-practices around data conversion
• Mentor and onboard new Implementation Specialists, teaching them effective methods of data gathering and data conversion
• Communicate with customers to execute swift and accurate data conversion
• Update customers on issues related to their data and work on a resolution
• Import final versions of customer data into demo and production environments
• Provide excellent documentation in project management software on status of data conversation, communication with customers, and areas of risk
• Work with Project Manager to ensure successful client implementations
• Execute implementation plans for assigned projects including 1-on-1 consultative sessions and data migration
• Assist customers with implementation questions related to products & services
• Proactively communicate successes/failures to internal and external stakeholders
• Maintain documentation that supports successful implementation
• Provide feedback to improve external and internal project resources
• Collaborate with other departments to find customer solutions when needed

Knowledge and Skills:

• 4 year degree or at least 3 years of customer service experience (ideally in SaaS environment)
• Computer science background, experience scripting or programming with APIs, understanding of relational databases, mySQL / SQL is required  
• Experience using PHP / HTML / CSS / Javascript is preferred
• Experience using Excel to review and transform customer data
• Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
• Exceptional communication and interpersonal skills
• Highly organized with an ability to prioritize activity and quickly make autonomous decisions in a team environment
• Proficiency with Google Apps, service-related applications, and Zoom
• Ability to manage multiple clients and projects
• Ability to learn new applications and become subject matter expert at them
• Demonstrates a strong work ethic and personal integrity
• Proven ability to deliver superb customer experiences
• Displays creative ability to re-engineer work processes to better the group
• Demonstrates ability to take on challenging customers and projects with ease
• Can think analytically and collaborate with team and clients

A few things you want to know:

What does ServiceTrade do?

Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty. Over 10% of the commercial or industrial buildings in the United States are serviced by contractors using ServiceTrade to manage 13 million equipment assets and invoice more than $7.5 billion of service-related commerce. 

Ok, so why should I care about that?

Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.

What kind of working environment do you have?

We’ve transitioned from a start-up to a scale-up -- that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our About Us page. 

What kind of benefits do you offer?

• Medical with Blue Cross Blue Shield NC (2 options)
• Dental and Vision with Unum 
• Company-paid Life insurance, STD and LTD 
• Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness, Accident and Pet Insurance 
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave 
• Community Impact Program (Volunteer)
• Tech and Wellness Stipend

#LI-Remote

EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.(AL,AZ,CA,CO,CT,DE,FL,GA,IL,IN,KY,MD,MI,MO,NY,NC,OH,OR,PA,SC,TN,TX,UT,VA,VT,WA)

Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.