Implementation Analyst (R-19606)
Implementation Analyst will be responsible for successful Customer enablement and onboarding of LOB product solutions for customers requiring onboarding experience. This role is responsible for delivering against and fulfilling contractual requirements for signed agreements as specified for D&B products and services.
Essential Key Responsibilities
Shadow a Customer Consultant to be trained and then own onboarding and implementation activities and work directly with customers to enable them to be up and running on new solutions as close to the point of sale as possible.
Ensure Customers understand the product, training options and can successfully use the product as a result of engagement during onboarding process.
Conduct check-in with customer to review use of the solution within 30 days of onboarding.
Shadow a Customer Consultant to be trained and then own helping customers upgrade to new solutions, including onboarding to move customers’ data and/or activities to new solutions, ensuring customers can successfully use new solution.
Be the point person for customer assistance during the onboard phase, consult and work with tenured members of the team for difficult situations to triage and coordinate resolution.
Collaborate with customers and account team in a professional manner to ensure successful completion of onboarding of the customer.
Own setting customer expectations for ongoing support and the successful transfer to the team who will own the relationship with the customer post onboarding through renewal.
Regular touchpoints with proficient team members to review skills, communicating status to customers and internal team members, updating order handling applications with status, escalating issues and asking for help when needed.
Ownership through to resolution of roadblocks that are inhibiting successful use of the purchased solution during the onboarding phase.
Essential Key Responsibilities and/or Certifications
Bachelor’s degree and a minimum of 1 year of relevant work experience.
Ability to understand external data related to LOB use cases.
Ability to view, extract, transfer, store, recall and manipulate data files.
Able to communicate (oral & written) to a variety of customer audiences.
Able to train and transfer knowledge and skills to customers.
Results-oriented individual, able to handle multiple and/or priorities in a fast-paced, dynamic environment.
Customer focused.
Proficiency in Microsoft Office Suite skills.
Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
Where applicable, fluency in English and languages relevant to the working market.
Physical Requirements
Ability to sit, speak and operate telephone and/or computer for long periods of time
Ability to handle pressure, stressful conditions, and conflict resolution
Ability to work day, evening and/or weekend hours as needed
Ability to stand, walk, climb, kneel, crouch and bend over for work at office premises and office events
Regular attendance in the office