Implementation Support Advisor

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

At StarChapter, part of the Fullsteam organization, we thrive off of our role in empowering associations to drive professionalism, provide advocacy, advance careers, and develop leaders. We do this by helping volunteer leaders of professional and trade associations at the local level grow their membership while saving them time on administrative tasks and providing services to maximize their efforts. Our software and service make it easy for them to run their local chapters by combining their website with event registration, email communication and membership management. StarChapter is an organization that promotes from within. We are an open organization with leadership that will listen to employees that have the answers to make our organization better. Simply put, StarChapter is a great company to establish and grow your career. Let's build something great together.

Job Summary:

StarChapter is currently searching for a full-time software implementation and support advisor. The person will fill a vital customer success role by managing projects to on-board new customers to our software and supporting existing customers that use our software. While on-boarding new customers, the position requires gathering requirements, configuring the software for the customer’s needs, training the customer, and communicating with the customer about the project. In support, the position is responsible for addressing technical support tickets via phone, email, and live screenshare to ensure customers’ needs are met.

Primary Responsibilities:

• Coordinate new customer implementation projects
• Train users on the different aspects of our software service
• Resolve functional/technical support and customer care inquiries from existing customers
• Contribute to internal project process initiatives
• Participate and collaborate on cross-functional teams

Skills & Competencies:

• Outstanding communication, organizational, project management, presentation, and time management skills
• Ability to motivate, energize, and lead a team
• Strong understanding of web-based software applications (SaaS)
• Basic knowledge of HTML and CSS
• Proficient with Windows and Microsoft Office, including knowledge of data analysis
• Excellent computer skills and tech savvy

Minimum Qualifications:

• Proven experience managing implementation, support, and customer success teams for small to medium size business (SMB) software solutions
• Strong knowledge of SaaS operations and metrics, including customer onboarding, customer retention, customer satisfaction, cross- and up-selling
• Ability to clearly and professionally communicate in writing and verbally with co-workers and customers of all personality types
• Ability to provide direction and teach how to perform the job functions of the team based on the individual needs of the team members
• Contribute to the team by working in conjunction with project managers and other support staff to support our customers
• Ability to stay focused and positive in a high energy environment each and every day

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.