The Associate Implementation Services Specialist is responsible for assisting a Karmak customer to seamlessly and productively implement the Karmak business system from first engagement to after the Bring Live. This includes configuring Karmak's software based on the customer's needs, to help the customers implement strategic business processes, to convert the customer's data for setup, sandbox and live and by providing comprehensive training that gives our customers and their businesses the tools and knowledge to utilize the Karmak software effectively and efficiently.
The Associate Implementation Services Specialist must be able to set up and train on one specific major module, as well as to be able to convert data for setup, sandbox and Bring Live. The Associate Implementation Specialist also must be able to complete Branch Adds, Module Adds and Merger/Acquisition setup and training for their specific module.
Essential Job Functions
- Guide and assist customers through the transition from their previous business system to Fusion by providing the following:
- Enterprise and Business Strategy/Data Discussion calls. Includes explanation of data load-sheet requirements.
- Converting setup, sandbox and live data and communicating necessary changes and feedback to the customer.
- Configuring the new Karmak business system with input from the customer.
- Webinar training prior to Bring Live.
- Remote assistance during Customer recreation.
- On-site or Remote training during Bring Live.
- Documenting and communicating notes at every step for all necessary parties' visibility and understanding. Including, but not limited to:
- Business Strategy Emails/Notes
- Setup Checklists: internal and customer-facing
- Training Module Master Workbooks
- Session Recordings
- Recap emails
- Clockify
- GuideCX
- Salesforce
- Karmak-licensed AI tools
- Complete configuration and training portions of Branch Adds, Module Adds and/or Merger/Acquisitions based on the customer request. This includes:
- Completing the assigned item(s) by the date provided by the customer and/or the Karmak Operations Coordinator.
- Notifying the Resource Coordinator or Operations Coordinator of any time or additional meetings which need to be scheduled.
- Maintaining communication with the customer and internal teams regarding needs and status of the assigned.
- Completing all documentation, cases and follow-up items related to the assigned as outlined in the Implementation Services Standard Operating Procedures (SOPs) and/or process documents.
- Seeking out necessary resources to discuss any business-process related issues/items which may present themselves during the process.
- Conducting webinar training and/or remote/onsite training based on assigned services.
- Conduct additional services webinars for existing customer base.
- Understand Karmak's implementation process and the departments that impact the process. Able to work with each of the necessary departments in a positive and accountable manner.
- Understand Karmak's Branch Add, Module Add and Merger/Acquisition processes and the departments involved in those services. Able to work with each of the departments positively and professionally.
- Be able to understand Salesforce and how it relates to Implementation Services projects. Able to find customer information and to read and understand all applicable documentation (Sales Orders, Cases, etc.). Able to professionally complete assigned cases and to close those cases within set timeframe.
- Have a basic understanding of business processes and their impact on the setup of the Karmak business system software.
- Adherence to all Department and Team policies and processes as identified in written SOP documents.
Essential Knowledge, Skills and Abilities
- Valid US Driver's License.
- Ability to travel inside and outside of United States.
- Proficient in Microsoft Office products: Outlook, Word, Excel.
- Basic understanding of Karmak-licensed AI tools and comfortability in their usage.
- Ability to learn at least one major module of Karmak software.
- Ability to complete data load-sheet conversations and to complete data conversion.
- Ability to learn and work both independently and within the framework of a team.
- Basic understanding of the business and industry of our customers.
- Basic knowledge of various learning styles and how to apply them.
- Customer service skills. Ability to maintain a professional attitude.
- Ability to maintain focus and be detail oriented.
- Have excellent time management and organizational skills.
- Be able to work well within the framework of a team and to follow documented processes and procedures.
- Possess exceptional communication skills.
- Ability to accept and build on constructive criticism, both from team members and from customers.
- Assumes ownership and accepts responsibility for all actions.
- Note for Accounting Implementation Services Specialists - Have an Associate's degree in accounting OR equivalent experience.
The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties. Additional responsibilities may be assigned by Karmak.
