Implementation Consultant

Position Description:

ServiceTrade is a leading SaaS company transforming the fire protection, life safety, and mechanical industries. We’re seeking a motivated and skilled Implementation Consultant to join our growing team. As an Implementation Consultant, you will be responsible for implementing, onboarding, and training clients on ServiceTrade products.  This includes gathering, reviewing, and transcribing clients’ processes and critical business needs and transforming them into ServiceTrade.

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 Leadership Teams to spearhead impactful, transformative solutions as well as helping our company grow by aiding the creation or maintenance of processes that better support our central focus.

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:

You bring superb implementation and customer service experience, have excellent communications skills, are organized and analytical, have experience working with data, team-oriented, self-motivated, and are able to handle multiple projects at one time. A natural curiosity, intelligence, grit, and focus on learning and improving day over day is required. 

A bonus for this role is someone with sales or service expertise in the fields of mechanical, electrical, or plumbing. 

Key Responsibilities and Activities:

• Work directly with clients through discovery, design, and training to onboard clients to ServiceTrade products that meet their business needs.
• Teach customers to enhance their processes to maximize the value they receive from ServiceTrade products.
• Communicate with clients to facilitate swift and accurate data conversion.
• Guide customers through weekly conversations on product features and best practices
• Conduct product walk-through sessions with clients and end users. Execute plans for assigned projects including 1-on-1 consultative sessions with clients.
• Assist customers with implementation questions related to products & services.
• Walk customers through use case testing to validate configuration meets their needs
• Proactively communicate successes/failures to internal and external stakeholders.
• Leverage tooling and 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.
• Mentor team members in your area of expertise.

Knowledge and Skills:

• Bachelor’s degree or up to 3 years of customer service or implementation experience (ideally in SaaS environment).
• Exceptional listening, communication, and presentation skills.
• Ability to become the Subject Matter Expert of ServiceTrade products. 
• Strong organizational/time management skills
• Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
• Highly organized with an ability to prioritize activity and quickly make autonomous decisions in a team environment
• Proficiency with Google Apps and service-related applications
• Ability to manage multiple clients and projects
• 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
• Bonus points for 2-4 years in a role related to Mechanical, Electrical, or Plumbing service with a commercial contractor
• Approximately 25% travel is expected.

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.