Implementation Consultant

Implementation Consultant

Department: Customer Experience

Employment Type: Full Time

Location: Remote, US

Reporting To: Stefanie Hausner

About You:

You have experience working in marketing or creative operations with an understanding of the tools and challenges that these teams face. You have tenacity, patience, and a willingness to learn new software products quickly. You have a passion for people: you love working with, talking to, and interacting with people through all means of communication.

You will be an integral member of our team who partners with customers to ensure that their goals and outcomes are met through the onboarding journey. You have a passion for creating content that educates at scale.
If you are a natural teacher and coach with a passion for project management, you just might be the Lythonian we are looking for!

• Partner with our new and existing customers to ensure successful training and adoption of Lytho's solutions.
• Deliver professional services engagements as scoped, including customized product configuration, staff augmentation, or supplemental onsite training and enablement, as scoped.
• Work with Sales and Customer Experience to understand and document customers' goals and desired outcomes; facilitate a smooth post-sale transition for new customers from initial product access to launch.
• Understand customers' desired outcomes to develop a customized onboarding plan and project manage customer onboarding based on the plan specifics.
• Maintain a strong working knowledge of the product as an internal product Subject Matter Expert (SME). Work with internal resources to drive forward technical feature fulfillment and proactively identify additional product needs.
• Effectively cope with change and proactively identify risks while partnering with Customer Experience to mitigate and resolve onboarding or training hurdles throughout the customer lifecycle.
• Create and contribute to customer-facing training content such as videos, webinars, documents, and Knowledge Base articles.
• Deliver training and presentations to large-scale audiences to support customer events.
• Become the voice of the customer, helping the Product Development team identify bugs and product improvements based on the requirements and preferences of the customer.

• 2+ years of experience in marketing or creative operations with an understanding of the tools and challenges that designers face
• 2+ years of experience in customer onboarding or training in a software environment
• Adobe InDesign experience is a plus
• Digital Asset Management (DAM) experience with a taxonomy background is a plus
• Previous project management experience and demonstrated time management skills
• Passion for delivering brilliant training and improving the way organizations work
• Ability to build relationships across different levels in a customer's organization and identify and deliver training that suits their learning style and needs
• Excellent, enthusiastic, and friendly communication and outreach skills, responding rapidly to customer inquiries, and drafting concise and informative e-mails
• Outstanding organizational, problem-solving and critical thinking skills
• Ability to build constructive relationships while using diplomacy and tact to diffuse difficult conversations.

*** Although we recruit from many locations in the U.S., our preference of location in the U.S. is North Carolina and states surrounding North Carolina. Currently, we are not hiring candidates who reside and work from outside of the United States as well as OH, WA, NY, CA, NH, HI, CT and Chicago, IL, due to legal and business registration reasons.

We know that our people are what make us great! We continue to invest in resources and programs to support the wellbeing and growth of each Lythonian, both professionally and personally.

• Benefits: We offer diverse benefits to support the health, wellbeing, and futures of our people and their loved ones, including: unlimited PTO; paid parental leave; paid gender transition leave; “Summer Fridays” (half-days on Fridays during the summer months); medical, dental, vision, disability,…