ACA Group - Senior Client Implementation Specialist

Position Summary:

- The Senior Client Implementation Specialist is responsible for managing and leading the end-to-end implementation process of products or services for key clients.

- This role acts as the primary point of contact between the client and the internal teams, ensuring smooth onboarding, configuration, and deployment while maintaining high customer satisfaction.

- The Specialist drives project timelines, facilitates training, and resolves issues to ensure successful delivery aligned with client goals.

Key Responsibilities:

Client Onboarding & Implementation:

- Lead the full lifecycle of client implementations from kickoff to go-live.

- Collaborate with clients to gather detailed requirements and translate them into actionable project plans.

- Configure and customize solutions based on client needs and product capabilities.

- Conduct technical and process walkthroughs, demonstrations, and training sessions.

Project Management:

- Develop, manage, and track project plans, timelines, and deliverables.

- Coordinate cross-functional teams including Sales, Product, Engineering, and Support to ensure on-time delivery.

- Identify risks and issues proactively and develop mitigation strategies.

- Provide regular status updates to stakeholders and escalate issues as needed.

Client Relationship Management:

- Serve as a trusted advisor to clients, building strong relationships and understanding their business objectives.

- Address and resolve client concerns, ensuring a positive implementation experience.

- Collect and analyze client feedback to improve implementation processes and tools.

Documentation & Training:

- Create and maintain comprehensive implementation documentation, including setup guides, FAQs, and training materials.

- Deliver training sessions and workshops to clients' teams to ensure product adoption.

Continuous Improvement:

- Contribute to the refinement of implementation best practices, tools, and workflows.

- Stay updated with product updates, industry trends, and client needs to provide expert guidance.

Qualifications:

- Bachelor's /master's degree in Business, Information Technology, or a related field.

- 5+ years of experience in client implementation, onboarding, or project management, preferably in SaaS, technology, or financial services.

- Proven ability to manage complex projects with multiple stakeholders.

- Strong understanding of technical concepts and the ability to translate them for non-technical audiences.

- Excellent communication, presentation, and interpersonal skills.

- Detail-oriented with strong organizational and multitasking abilities.