Implementation Specialist II

The Implementation Specialist II will manage the onboarding of customers in all segments by successfully implementing the Pushpay product suite. The right individual provides a distinctive post-sale service that makes Pushpay the market leader and preferred choice for digital giving in the non-profit space. This individual possesses a passion for customer satisfaction, an obsession for accuracy, a blend of technical and customer-interaction skills, a drive for excellence, the ability to effectively navigate objections, and the capability to deliver results.

What You'll Do:

• Project manage the onboarding and implementation of Catholic customers, manage a pipeline, and meet or exceed KPIs.
• Become an expert in the Pushpay product suite and set appropriate expectations with the customer.
• Deliver results, provide high-quality customer interactions, drive product adoption, and effectively manage multiple/simultaneous implementations.
• Coordinate with Product, Service Delivery, and Customer Success teams to execute on implementation.
• Build and effectively execute account plans and strategies unique to each account.
• Regularly review assigned accounts to highlight key results, analyze metrics, demonstrate value, and emphasize the ROI, as well as recommend process/procedure changes to better utilize Pushpay services.
• Help develop existing customer relationships with the company, in-line with the company service process, and ensure maximum customer retention is achieved.
• Maintain knowledge of parish software market conditions and competitive activities.
• Achieve monthly, quarterly, and annual goals and provide accurate, timely reports and forecasts as needed for management.
• Receive direction from the VP, Director of Implementation, and guidance from Customer Success Team Leads.

What You'll Bring:

• A BA/BS Degree.
• 3+ years of working in SaaS onboarding and implementation, or as a Customer Success Manager.
• Excellent verbal and written communication skills.
• Ability to identify, critique, suggest, and implement intelligent changes to the clients and business optimization processes.
• Strong problem resolution skills - proven ability to engage and interact with internal teams to resolve client issues.
• Desire to work in a startup environment, with a proactive mindset and minimum need for supervision.
• Experience with CRM software (e.g., Salesforce).
• Ability to prioritize and manage workload to meet deadlines.
• Ability to manage multiple, concurrent client relationships.
• Well-organized and strong work ethic.
• Ability to anticipate change and adjust priorities accordingly.
• Understanding of key drivers of success for Catholic parishes.
• Understanding of industry culture, products, and services.
• Excellent eye for detail – ability to create accurate and high-quality pieces of work.
• Not required: Bilingual in Spanish; ability to translate verbal and written communication, and speak to customers in Spanish.