Enterprise Implementation Specialist

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

The Enterprise Software Implementation Consultant is responsible for successfully implementing complex software offerings in a dynamic enterprise customer landscape where each implementation is customized to the school systems, business process and needs. The position has ownership of the customer’s success starting with initial discovery sessions, through a seamless customer transition to support. 

Success in this position requires a partnership with each customer to understand their business and consult on the best possible way to use our software offerings to meet their needs. The position will provide software consulting including gathering detailed requirements and user stories to understand how the software can be utilized or enhanced to solve business problems. Project ownership can extend 12+ months, during this time, this position is expected to interact with all levels of the customers organization to achieve results for their clients. From executive level presentations, to front line user training, this position represents Heartland School Solutions to our largest customers. To be successful in this position must be a subject matter expert in multiple software offerings and in k-12 food service operations. This position requires professional conversations with clients daily regarding general or complex questions and/or system problems. As such, the representative needs to be responsive, proficient, and passionate about their customers' success in any work they perform for their clients. It is imperative the Enterprise Implementation Specialist is approachable, consistent and forward thinking to address the client’s ongoing issues and future needs.

Essential Duties and Responsibilities 

• Provides world-class remote and onsite training to enterprise customers.

• Applies a consultative approach to software implementation projects to ensure the solution meets the business needs.

• Assists Project Managers in coordinating long, complex projects: Proactive Process Improvements to process and solutions. 

• Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner.  

• Trains support teams on details of each enterprise account

• Trains New hires and Support teams: software products, enhancements. 

• Understands and partners with foodservice operations to improve efficiency. 

• Subject Matter Expert for Enterprise software products that support the K-12 foodservice industry.

• Resolves complex support issues for enterprise accounts.

• Responds to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner. 

• Collaborates with Tier 3, Product, R&D and leadership to implement and support customers.

• Creates requirements for, submit, and manage the life of enhancement requests for customers.

• Able to negotiate alternatives, knows when to escalate a problem, or when to ask for assistance in dealing with the various problems reported. 

• Highly qualified in problem-solving, troubleshooting, and customer service skills.

• Professional presence with a calm, patient, listening demeanor that can thrive in high-stress environments

• Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques. 

• Establishes and maintains good working relationships with school district food service personnel, school district IT representatives and technical consultants, internal first level personnel, peers, internal software developers, internal quality assurance personnel, and internal sales personnel. 

• Must employ clear, concise and grammatically correct verbal and written communication skills, as well as apply professional customer service skills during all interactions with customers.   

• Installs software and hardware both remote and at customer’s sites.

• Facilitates and administers training, as necessary, at various company-sponsored training seminars; develops associated training curriculum and materials.

• Works directly with Leadership to identify process improvement opportunities. 

• Maintains hyper-focus on customer satisfaction and notifies upper-level management of any challenges that could jeopardize the relationship with the customer. 

• 60% travel required.

• Complies with and helps to enforce standard policies and procedures.

• All other duties assigned.

• Can be based either onsite at ou Rochester, NY office or remote (US only).

What Are We Looking For in This Role?

Minimum Qualifications

• Bachelor's Degree
• Relevant Experience or Degree in: Major in Business or Computer Science preferred, other majors considered. Willing to accept additional experience in lieu of a degree, TSYS systems or industry related experience strongly preferred.
• Typically Minimum 4 Years Related Experience
• Experience in business, information systems, or finance related field required.

Preferred Qualifications

• Typically Minimum 4 Years Related Experience
• Experience in system integration, implementations, and conversions preferred.

• Strong communication, marketing and customer service skills to effectively resolve client concerns and promote product usage

• Problem-solving, time-management, and organizational abilities are also required to efficiently resolve client concerns

• Strong technical knowledge of PC hardware and software, including standard operating systems, basic network usability, and spreadsheet software is necessary. Ongoing education is necessary to stay abreast of current technology

• Ability to be goal- and detail-oriented, persistent and motivated, possess high level of initiative, excellent oral and written communication skills, superb analytical and methodical problem-solving skills, ability to handle stressful situations, meet deadlines, work well in team environments and carry out responsibilities with no or minimal supervision.

• Handling client communications and conflict resolution, providing two-way communication between client and organization, communicating client’s expectations, goals and interests to the team, researching and creating tools for account growth, and reviewing all major deliverables, among others

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
• Job Complexity - Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
• Supervision - Normally receives little instruction on day-to-day work, general instructions on new assignments.
• Problem Solving - A seasoned, experienced professional with strong problem solving skills and problem resolution is based on a broad base of business knowledge.
• Prioritizing/Multi-tasking - Ability to manage priorities in a matrix managed environment.
• Facilitation and Negotiation - Demonstrates the ability to stay on task and lead to results, maintain scope, and negotiate between differing objectives to arrive at consensus within timeframes given.

$65,000 - $75,000
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

The position listed in this requisition is ineligible for the referral bonus award program.

This position is eligible to be considered for remote hiring anywhere in the USA.

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Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.