Associate Implementation Specialist

About the Role

The Associate Implementation Specialist is responsible for assisting Karmak customers with the implementation of the Karmak business system from initial engagement through post-launch.

Key Responsibilities

• Guide and assist customers through system transitions, including:
• Data discussion calls and explanation of data load-sheet requirements.
• Converting setup, sandbox, and live data, and communicating necessary changes to the customer.
• Configuring the Karmak business system based on customer input.
• Providing webinar training prior to go-live.
• Documenting and communicating notes at every step for all relevant parties.
• Complete configuration and training for Branch Adds, Module Adds, and Merger/Acquisitions based on customer requests.
• Complete assigned tasks by customer- or Karmak Operations Coordinator-provided dates.
• Notify the Resource Coordinator or Operations Coordinator of any scheduling needs.
• Maintain communication with customers and internal teams regarding needs and status.
• Complete all documentation, cases, and follow-up items.
• Seek necessary resources to discuss business-process related issues.
• Conduct webinar and/or remote/onsite training.
• Conduct additional services webinars for the existing customer base.
• Understand Karmak's implementation process and impacted departments.
• Work positively and accountably with necessary departments.
• Understand Karmak's Branch Add, Module Add, and Merger/Acquisition processes and involved departments.
• Understand Salesforce and its relation to Implementation Services projects, including finding customer information and understanding documentation.
• Professionally complete and close assigned cases within set timeframes.
• Possess a basic understanding of business processes and their impact on Karmak system setup.
• Adhere to all Department and Team policies and processes as identified in written SOP documents.

Requirements & Tech Stack

• Tools mentioned: Clockify, GuideCX, Salesforce, Karmak-licensed AI tools.
• Proficiency in Microsoft Office products - Outlook, Word, Excel.
• Ability to learn at least one major module of Karmak software.
• Ability to complete data load-sheet conversations and data conversions.
• Ability to learn and work independently and within a team.
• Basic understanding of business processes and their impact on Karmak system setup.
• Basic knowledge of various learning styles and their application.

Qualifications

• Valid US Driver's License.
• Ability to travel inside and outside of the United States.
• Basic understanding of Karmak-licensed AI tools and comfortability in their usage.
• Basic understanding of the business and industry of Karmak customers.
• Customer service skills; ability to maintain a professional attitude.
• Ability to maintain focus and be detail-oriented.
• Excellent time management and organizational skills.
• Ability to work well within a team and follow documented processes and procedures.
• Exceptional communication skills.
• Ability to accept and build on constructive criticism.
• Ability to assume ownership and accept responsibility for all actions.