Customer Implementation Specialist
- Kitchener, Canada
- Job Function
- Customer Service and Technical Support, Professional Services
- Kitchener, Waterloo
- Job Type
- Full time
- Salary Estimate
- 40,000 - 59,999
Who we are and what we do
Founded in 2011, Mappedin powers search and discovery indoors, enabling consumers to find what they’re looking for with speed and ease. Our software platform provides industry leading tools to manage dynamic indoor spatial data and offer wayfinding experiences for customer-facing applications, including a recent collaboration with Apple Maps.
Mappedin works with the ten largest malls in Canada, the largest REITs in the US, and in stores, hospitals, campuses, and airports around the world.
At Mappedin and within the Customer Operations team, we have a strong culture of exceeding clients’ expectations. Throughout our history, we have championed delivering projects on time, on scope, and on budget. We firmly believe that clients happiness and satisfaction is key to being successful.
Who you are and what you’ll do
You love planning, organizing, coordinating, and solving problems. We expect you to have a great attention to details in order to catch mistakes or bugs before the client does. You do not need to have previous Project Management experience, but you’ll need to be professional and comfortable when dealing with B2B clients, from the Mall Manager to the VP of Digital Experience.
As part of the Customer Operations Team, you will own the post-sale client experience from implementations to support:
- Assist in providing help to our clients by handling incoming support requests
- Troubleshoot issues
- Provide on-site assistance to our local clients when required
- Act as a Project Coordinator on major implementation to assist the Customer Implementation Manager
- Manage small implementation projects
- Build your way up to being able to lead major implementation projects and become an effective Customer Implementation Manager
You are highly interested in learning about or already have experience in:
- Helping Customers
- Managing implementation projects
- B2B support / relationship management
- Organizing, planning, coordinating anything
- Supporting / troubleshooting Windows-based computers
- Re-imaging computers and installing software
What are some challenges?
Given the rapid growth of Mappedin over the past couple years (we’ve tripled in revenue each year for the last 2 years!) there are definitely some growing pains as we figure out how to mature our processes and deliver projects in a more effective way. The Customer Operations Team will look for your feedback on our existing processes to identify what is valuable, redundant, and missing.
Our products change frequently, and you’ll need to stay up-to-date to ensure you always provide the correct information and solution to our clients. We’re also constantly seeing new business opportunities, and we will need your creative help to implement Mappedin for new types of clients.
Staying composed and focused while the workload and priorities are frequently changing will be key to your success at Mappedin.
Behind the scenes
Our tool set currently includes Zendesk, Basecamp, JIRA, and LogMeIn, but we are open to new ideas to make sure we always have the right tools in the team to get the job done.
There’s a lot of trust here at Mappedin. We work flexible hours, have a flexible vacation policy, and provide you with the hardware or office equipment you require to do your best work. We value execution and will do what it takes to get things done if it’s something we’ve promised. We stay curious and will always ask each other questions, rarely making assumptions. We recognize that we are all different and will challenge each other’s views and perceptions from time to time, resulting in constructive and healthy debates, but that never stops us from all eating lunch together every day. If you want to join our sports team, we have a blank bright orange jersey here waiting for your name to be printed on it.
Lastly, we have an awesome office cat who loves attention. Allergic? Don’t worry, he stays on the other side of the office and won’t bother you unless you decide to work in the collaboration area there.