Implementation Consultant ( Charlotte, US)

Passport

About The Role

NuPark is looking for an Implementation Consultant whose primary responsibility will be managing all aspects of new customers' implementation of the Company's software and hardware solutions from Sales hand-off to support, after Go Live and project completion. The Implementation Consultant liaises with clients to understand and define their business processes, developing customized project plans, hosting weekly meetings to strategically manage project timelines and action items, configuring and training clients on their new systems using NuPark's proprietary platform, and collaborating with Data, Development, and Customer Support teams to resolve and further customize system configurations unique to each customer. Are you experienced managing enterprise-level software implementations, driven by solving unique client needs, and a customer-happiness extraordinaire who loves to travel?? If so, read on.

Responsibilities

  • Generate Scope of Work (SOW) documents for assigned client system integrations using information gained from Sales hand-off and introductory customer intake meetings
  • Liaise with customers directly via phone, onsite meetings, or email to define their unique business processes and develop end-to-end project plans, leading strategic management of internal and client-facing action items including initiation, planning, execution and closure
  • Drive client system configuration, including but not limited to, building operational standards within proprietary framework, testing and developing processes consistently in preparation for Go Live, and strategizing with Customer Support and Development teams to customize and resolve configuration roadblocks
  • Develop internal and client-facing user guides to be used post go live.
  • Train clients on functionality, configuration, and troubleshooting of NuPark software and hardware systems related to their operations
  • Provide transitional client support post-go live, ensuring project success prior to Customer Support hand off for ongoing system support
  • Anticipate and understand client needs to ensure customer requirements are met proactively, and expectations managed effectively

Required

Qualifications

  • Four-year degree, or equivalent work experience
  • Excellent verbal, interpersonal, and written communication skills
  • Prior experience in a customer-facing role with demonstrated ability utilizing creative problem-solving for complex and/or unique client requests
  • Exemplary organizational and project management skills with the ability to handle multiple tasks and long-range projects simultaneously in a fast-paced environment
  • Highly analytical
  • Ability to travel, on average, 50% annually
  • Ability to maintain consistent attendance
  • Proficiency using Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint)
  • Proficiency using Google Suite (Google Drive, Sheets, Docs)

Preferred

  • Demonstrated success retaining accounts through strategic resolution of client complaints and system integration roadblocks
  • Beginner experience using and understanding SQL
  • 4+ years' experience implementing enterprise-level software systems
  • Parking industry experience a plus!

About Us

Passport transforms the way cities manage their operations. The fintech company's mobile-first platform has been adopted by more than 450 cities, universities, and private operators around the world in cities including Chicago, Toronto, London, and Miami, across more than 5,000 locations. Passport's product lines – parking, transit and tolling payments, parking enforcement, and permit management – enable organizations in the public and private sectors to streamline their operations, enhance customer service, and make data-driven decisions. Consistently recognized as one of the fastest growing companies and Best Places to Work in Charlotte, North Carolina, Passport has an ingrained practice of putting People First – a guiding principle in its culture.

Passport is backed by a group of investors, including Bain Capital Ventures, Grotech Ventures, MK Capital and Relevance Capital.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

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