Implementation Specialist

Virtual Facility

Virtual Facility

Remote
Posted on Saturday, June 17, 2023
Virtual Facility is a NYC-based building intelligence and workflow optimization SaaS startup. We help critical facility managers better-understand their operations and promote efficiency improvement through data-driven work.
Virtual Facility’s tech leverages the latest in big-data and machine learning to drive real-time engineering and operations management support for mission-critical large scale commercial facilities.
We're backed by leading venture capital firms, including Camber Creek, Primary, and Ubiquity Ventures, and are fortunate to count major healthcare networks and hospitals, research universities, data centers, and government institutions as our customers. Our team is fully-remote in the US; no relocation required.
What we're looking for:
We are looking for an Implementation Specialist to join Virtual Facility and help deliver tailored solutions for our enterprise customers. In this role, you will play a crucial part in accelerating customers' time to value from onboarding and beyond, enhance their product usage, and ensure long-term success with our SaaS platform. This position reports to the VP of Customer Success and Professional Services.

As part of the team you will:

  • Understand customers' business goals and workflows, and create project plans to streamline their implementation process
  • Act as the main point of contact throughout the implementation/onboarding phase, managing project scope, risks, and customer expectations
  • Manage multiple projects simultaneously, ensuring on-time and on-budget delivery
  • Identify best practices and trends across implementations to enhance internal and external resources
  • Configure our SaaS platform, Alarm Triage, to meet and exceed customers' requirements, providing training on best practices
  • Create documentation and train customers on new workflows
  • Share customer insights to contribute to the improvement of our product roadmap

Qualifications:

  • 3-4 years of professional services or consulting experience, ideally as an Implementation Specialist or Implementation Manager in the SaaS industry serving legacy institutional customers (e.g. facilities management, healthcare, higher education, or government industries)
  • Strong project management and communication skills, with the ability to prioritize concurrent projects and deadlines effectively
  • Excellent at simplifying complex concepts for both technical and non-technical stakeholders
  • Detail-oriented with a track record of delivering high-quality work and creating impactful solutions
  • Familiarity with process mapping tools like Airtable and Jira

What to expect in your first 30 days

  • You'll get to know the entire team, how we work, and get acquainted with your future day-to-day.
  • You’ll select your benefits plans.
  • You'll spend time reading and absorbing the information collected in our sales, CS, and product knowledge bases.
  • You’ll review our vast recorded library of past sales and Customer Success (CS) calls.
  • Complete onboarding and training process to become fully familiar with Virtual Facility's Alarm Triage software and implementation processes.
  • Gain a deep understanding of the company's target market, customer personas, and competitive landscape.
  • Establish strong working relationships with internal teams, including Customer Success Team, Product Team, Data Team and Sales Team to ensure smooth handoffs and alignment throughout the implementation process.
  • Shadow and assist the CS team on ongoing projects to gain practical experience and insights into the implementation process.
  • Participate in internal training sessions or workshops to enhance knowledge of Virtual Facility's product features, updates, and integrations.
  • Familiarize yourself with Virtual Facility's project management tools and systems to effectively track and manage implementation progress.
  • Actively engage in team meetings and discussions, sharing insights and ideas to improve implementation processes and customer satisfaction.

Benefits

  • Fully-distributed team - remote in continental US time zones welcome
  • Competitive compensation incl. equity
  • Fully-paid health insurance options, free One Medical membership, 401k, and other supplemental benefits through Justworks
  • Choose your OS - we'll set you up with a powerful Mac, Windows, or Linux laptop + monitor plus any accessories and software you need for the job
  • Subsidies for home office set-up and discounts with Branch
  • A dozen all-company holidays and flexible PTO - we require you to take at least 2 weeks off each year for vacation (or whatever you want). This isn't a vague policy where unlimited vacation means no vacation -- we take time to recharge
  • Ground floor positions with a fast-growing startup - that means your work is sure to have a big impact and there are many potential career paths ahead!

Life at Virtual Facility

  • We’re a fully-distributed team with employees around the US, though legally our “HQ” is in NYC.
  • We gather as a team 1x-2x per year, depending on the circumstances and safety of such an event.
  • We collaborate and work through Slack, Zoom, Salesforce, Salesloft, Confluence, Loom, and other platforms. If there's a tool you like to use, let us know!
  • We practice healthy work-life balance; we expect sustainable working hours and require use of your minimum two week vacation time.
  • We value accountability, diversity of thought, respectful candor, transparency, mutual mentorship, and the willingness to take big risks and learn from both small and spectacular failures.
Virtual Facility believes that everyone should be compensated fairly and we strive for transparency within our organization and the industry. We set our salaries between the 50th-75th percentiles based on compensation data from other companies at our stage and everyone in a given role is paid the same without adjusting for locality. The base salary range for this role is $110,000 - $125,000.
Virtual Facility is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating and fostering an inclusive environment for all employees and partners of our business.
Visa sponsorship is not currently available for this role.
As a federal contractor, Virtual Facility is required to adhere to E-Verify requirements. Effective June 26, 2023, Virtual Facility began processing all new hires through E-Verify. E-Verify is an online system operated by the Department of Homeland Security and the Social Security Administration that enables employers to confirm an individual’s employment eligibility to work in the United States. Please reference the most recent E-Verify posters here for more information.