The Job:
The Implementation Specialist is a critical role to prepare Daasity merchants for success and as the first touch point in a merchant's experience after licensing with us. You will be a critical player in driving long-term merchant success and demonstrating the value of the Daasity platform.
Who Should Apply?
Successful candidates will have excellent verbal and written communication skills, and can explain complex issues in simple terms with an adaptable tone for different users. It is critical that this candidate be skilled at developing relationships with merchants to become a trusted and value-added business partner.
What will your day-to-day look like?
- Serve as the main point of contact for first 90 days to ensure a successful onboarding process
- Schedule and conduct multiple onboarding calls per merchant
- Walk new merchants through data integration steps via screen share - become the SME for our onboarding process for base merchants
- Review business rules for merchants and guide through proper set up for custom data integrations
- Ensure all merchants complete the required technical setup efficiently and in a timely manner
- Train and educate merchants on how to effectively utilize the Daasity platform
- Continue to help merchants feel comfortable and confident in working with the Daasity platform
- Provide excellent phone and email support assisting merchants with identifying any potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
- Surface onboarding blockers and trends to improve overall set up and onboarding experience
- Develop best practices for onboarding merchants and create documentation to help scale onboarding efforts
- Develop materials to help guide merchants through setup and initial platform use
- Identify areas for process improvement or automation
- Participate in the product development process by collecting and tracking merchant feedback, roadblocks and feature requests
- Partner with respective AM to nurture the merchant relationship
- Other ad-hoc tasks or projects as assigned
Requirements:
- At least 3 years experience in an onboarding or client services role
- Bachelor's degree, or equivalent work experience
- Ability to thrive in an evolving environment and a passion for strengthening merchant relationships
- A drive to continually look for improvements and the ability to develop/drive plans for implementation
- Comfortable giving presentations to groups of any size & audience - from every day end-users of the app to a high level executive
- Ability to easily walk people through an entire process, step by step, and create a story to increase understanding of the data
- High level understanding of database functionality
- Demonstrated experience in ecommerce
- Demonstrated D2C business acumen
- Attentive; you have strong listening skills
- Customer-first mindset
- Sound analytical and problem-solving skills
Preferred Skills & Experience
- Working knowledge of Business Intelligence software like Tableau or Looker
- Working knowledge of eCommerce software/platforms
- Previous experience in a tech support role in a SaaS organization
Who We Are:
We are the first and only company to design a proprietary platform specifically for direct-to-consumer e-commerce companies that makes business-critical data accessible and usable for strategic decision-making. We work with a number of high-growth eCommerce customers in evolving markets making for an exciting, challenging work environment where problem solvers thrive. We are creating the tools and providing the insights our clients need to succeed, working as integrated partners in driving growth and profitability.
What We Offer:
- Remote first organization
- Competitive compensation
- Generous time off policy to balance your work and life, including paid parental leave
- Competitive medical coverage for you and your dependents
- Equity shares
- Growth potential company-wide
- Collaborative, transparent, and fun loving work environment
Application Process:
These steps may vary by role and are dependent on the needs of the company.
- Application Screening
- Initial/Behavioral Interview with the Recruiting Team
- Interview with the hiring manager
- Follow up interview, if applicable
- References
- Offer Package
- Background Check
Thank you for considering Daasity.