Implementation Specialist I

JOB TITLE: Implementation Specialist I

FLSA CLASSIFICATION: Exempt

DEPARTMENT: Professional Services

REPORTS TO: VP of Professional Services

REVISION DATE: 09/24/2025

SUMMARY: Implementation specialists form a conduit between companies and their clients. Their objective is to identify the clients' needs and determine how the client will use the systems or software that they've purchased. They ensure that staff at their company have a clear picture of the client's needs so that the resources are correctly configured. Implementation Specialist assists external clients in the implementation of technical systems, software, hardware or solutions. Evaluate client needs, develop configurations that support business processes. Being an Implementation Specialist defines and executes on delivery and implementation plans. Tests and troubleshoots final system setups. May be involved in pre-sales product demonstrations or provide assistance in scoping projects or developing proposals.

DUTIES AND RESPONSIBILITIES:

• Implements Magaya products and solutions for new customers.
• Ensures that implementations are completed on time, within budget, and meet client expectations
• Follows department procedures.
• Guarantees a successful customer onboarding with Magaya.
• Coordinates with customers to design project scope and objectives and ensure achievement of same within required timeframe and monitor completion of projects.
• Assists customers in optimal utilization of all software tools.
• Implementation Specialists may also need to travel in order to meet with clients or implement the software.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

QUALIFICATIONS:

• Requires a Bachelor’s degree from four-year college or university, or four to five years of related experience and/or training, or equivalent combination of education and experience.
• Certified Implementation Specialist credentials may be an asset.
• Fluent in English and Spanish is preferred.
• Fluent in French a plus.
• Between 0 to 2 years of experience in implementation and project management.
• Self-motivated, communication skills, interpersonal skills, computer skills, multitasking skills, adaptable, able to meet deadlines, problem-solving skills, time management skills, budgeting skills.
• Relevant Industry experience is a good to have.
• Willingness to work on-call, including evenings, weekends, and holidays if required for specific customer event.

COMPETENCIES:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally/Frequently/Continually required to stand
• Occasionally/Frequently/Continually required to walk
• Occasionally/Frequently/Continually required to sit
• Occasionally/Frequently/Continually required to utilize hand and finger dexterity
• Occasionally/Frequently/Continually required to climb, balance, bend, stoop, kneel or crawl
• Occasionally/Frequently/Continually required to talk or hear