SaaS Implementation Specialist

As a SaaS Implementation Specialist at BizIQ, you will be responsible for onboarding new CRM customers, overseeing technical support operations and providing expert assistance to clients facing domain issues, web development troubleshooting, and content management system challenges. You will support, offering guidance, training, and thought leadership to ensure the delivery of exceptional technical support services to SMB customers. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a passion for delivering outstanding customer service.

ABOUT THE COMPANY

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a success record of helping over 36,000 small businesses enhance their online presence. Nationally recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we also hold an A+ BBB rating for ethical business conduct. With a vision to impact 150,000 businesses, our organization is built on a foundation of commitment to our core values: Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable and Transparency.

OBJECTIVES

• Lead and mentor various teams providing guidance, training, and performance feedback to ensure the delivery of high-quality support services.
• Obtain a functional understanding of ecommerce platforms, plugins, and maintain the ability to troubleshoot for issue resolution.
• Oversee and troubleshoot issues related to plugin compatibility, functionality, and ability to troubleshoot tier one issues and recommend possible solutions for problematic sites.
• Oversee domain-related issues, including domain registration, DNS configuration, domain transfers, and SSL certificate management, ensuring timely resolution and client satisfaction.
• Offer expert guidance and thought leadership on CMS platforms (e.g., WordPress, Wix, Squarespace), providing best practices, tips, and creative problem-solving strategies to clients and internal teams.
• Act as a subject matter expert in addressing complex customer issues, leveraging your technical expertise and creative problem-solving skills to identify root causes and implement effective solutions.
• Continuous Improvement: Collaborate with cross-functional teams to identify opportunities for process improvement, develop and implement best practices, and enhance the overall efficiency and effectiveness of technical support operations.
• Stay up-to-date with industry trends, emerging technologies, and best practices in web development and technical support. Share insights and thought leadership with internal teams and clients to drive innovation and improve service delivery.
• Performance Monitoring and Reporting: Monitor key performance metrics, track support ticket resolution times, and provide regular performance reports and insights to leadership to drive continuous improvement and ensure client satisfaction. 
• Actively contribute to the success of new hires by being available to assist with onboarding, peer training, and knowledge sharing as needed.
• Effectively present company services to clients and prospects using tools such as PowerPoint or Google Slides, while maintaining a professional presence on camera.
• Be open to participating in special projects or cross-functional initiatives that support team goals, operational improvements, or strategic company objectives.

COMPETENCIES

• Demonstrates a deep understanding of customer needs and is committed to delivering exceptional service.
• Analyzes customer data and feedback to inform retention strategies and identify opportunities for improvement.
• Effectively communicates with customers and internal teams, both verbally and in writing.
• Identifies and resolves customer issues efficiently and effectively.
• Develops and implements strategies that align with business goals and enhance customer retention.
• Works well with cross-functional teams to achieve common goals
• Adjusts strategies and approaches based on evolving customer needs and feedback
• Focuses on achieving measurable outcomes that contribute to customer satisfaction and business success
• Effectively manages retention programs and initiatives, ensuring timely and successful execution.
• Understands and responds to customer emotions and perspectives, fostering positive relationships and trust.
• Commitment to continuous learning, staying updated on industry trends, best practices, and emerging technologies in retention management and customer success.

EXPERIENCE AND EDUCATION

• 3-5 years of experience in technical support management, web development, or related roles, preferably in a digital marketing or web development environment.
• Experience working in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite. Experience with data analytics and reporting tools is a plus.
• Bachelor's degree in Marketing, Information Technology, or related field is preferred

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods attending or presenting on video calls with camera on.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements.

COMPANY BENEFITS & PERKS

• Health Benefits: United Health Medical plans (with Company HSA Contribution), MetLife Dental plans, Vision plan, Life Insurance, Disability Insurance and more
• Paid Time Off: 15 days of PTO accrued annually, 6 paid holidays, plus 4 floating holidays
• Retirement Savings: 401K 
• Parental leave: Inclusive and supportive parental leave policy
• Peer-to-peer Recognition: We call it BizBucks - a rewards program where you can receive weekly prizes Including Amazon gift cards or other prices. 

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to a diverse and inclusive workplace, BizIQ values a staff reflective of our community. We hire talent at all levels, regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability. We actively foster inclusion within our company and in all interactions with clients, candidates, and partners.