Customer Implementation Specialist/Manager

Job Description

Customer Implementation Specialist/Manager

Company Description

RaySecur is a B2B tech startup revolutionizing security imaging with the world’s first desktop scanners capable of seeing inside objects, providing x-ray like imaging without any harmful x-rays in real-time and 4D. We are venture-backed and growing fast. Our systems are used by some of the largest Fortune 500 companies and governments around the world and are backed by cutting-edge AI software and ²⁴⁄₇ expert support.

Who We Are

We are a fast-paced, rapidly growing, and dynamic security technology company with an all-star customer base helping to make the world a safer place. We are entrepreneurs at heart, always challenging the status quo and always ready to tackle the next challenge. We think strategically but are not afraid to roll up our sleeves and get the job done no matter how big or small. We are dedicated and focused, but also make time to play and celebrate our successes.

Who You Are

You are an achiever with a track record of consistently exceeding expectations. You are not looking for a job, you want to make an impact. You have a history of building relationships and engaging with customers in-person and remotely, are a strong communicator, and are always looking to improve the customer experience.

Job Description

RaySecur is seeking an experienced implementation specialist and instructor to train and onboard clients on mail center security equipment and services. As an instructor, you will be responsible for delivering RaySecur’s training program to both our Corporate customers as well as our Corrections community. In addition, you will be asked to enhance, contribute to and help in development of new training content. This client-centric role transitions customers from sales to the next stage in the customer journey.

Responsibilities

• Learn and adhere to all standard operating procedures related to MailSecur product operations and installation
• Develop proficiency in MailSecur setup, use, troubleshooting, and mail screening techniques
• Onsite installation and configuration of MailSecur hardware, networking devices, and peripherals.
• Deliver instructor-led training both on-site and virtually.
• Demonstrate product to customers both onsite and virtually to ensure customers have enough product knowledge to succeed in their role
• With the help of the subject matter expert, you will help prepare and develop training content.
• Assist clients in the implementation of mail-related standard operating procedures.
• Document key contacts at each customer account and associate them with the unit in Hubspot
• Maintain and complete all documentation related to training and installation and log results in Hubspot.
• Test / troubleshoot problems with the MailSecur device at startup
• Other tasks and duties related to onboarding and customer care.

Key Metrics you will be responsible for

• Installation and Training Satisfaction
• Holding Training within 14 days of delivery
• Annual and periodic (as needed) retraining completed
• Maintain internal certifications to ensure product knowledge is commensurate with the latest versions and functionality of the product

Requirements

• Excellent communication skills and ability to present in front of customers.
• Demonstrates attention to detail and strong organization skills.
• Ability to problem solve/troubleshoot in a timely manner.
• Ability to think creatively and provide service-oriented solution recommendations that exceed customer expectations.
• Adaptability, strong work ethic, and professionalism during challenging situations.
• This role will require travel within your local area and could include up to 100% travel.

Breakdown of Responsibilities

• Implementation (75%) - The primary function of the Customer Implementation and Training Specialist is to be the on-site (or remote) point of contact for our customers prior to the product being deployed.  This includes working with our Account Executives, Customer Success Managers, and completing onsite installation and training of our hardware and networking equipment. Training owners, On-site Mail managers, Corrections Investigation Officers and Executive Protection personal, and other team members as required.

•  Post Live Relationship Management (5%) - As the client is transitioned over into the post-onboarding phase of the customer journey, the FIT is expected to ensure this transition goes smoothly and therefore is available for remote Go-live support to assist and guide the customer during their first several days of usage by providing post-live remote guidance, troubleshooting problems or providing follow-up training. This also may require some after-hours support for equipment break-fix in the field.

• Conduct on-site or remote support (5%) on or after customer activation dates.

• Internal best practices documentation and enablement (10%) – While currently US based, as RaySecur scales its international presence, Customer Implementation and Training Specialists are responsible for documenting best practices and nuances, in particular calling out where International process deviates from other verticals such as CBRNE, Corrections, Fed/Gov or International users.

• They will also be responsible for training and ramping up new Customer Implementation and Training Specialists (5%)and regional contracting partners.

Required Qualifications

• Passion for teaching, training, and customer care.
• Excellent verbal and written skills.
• Proficient in the entire Microsoft suite, including PowerPoint.
• Experience in mail center and/ or security.
• The ideal candidate will have flexibility with hours and the ability to work early mornings and nights. Weekend hours could also be required on an ad-hoc basis depending on customer needs.
• Military, corrections, or former law experience is an asset.
• A second language is an asset.

AN EQUAL OPPORTUNITY/DRUG-FREE EMPLOYER

We are an equal opportunity employer and do not discriminate against any applicant because of race, color, religion, sex, national origin, age, disability, sexual orientation, marital status or any other class protected by federal, state or local law.

Compensation: $65-$85k

LEGAL NOTICES: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.