Client Implementation Specialist

StoragePug is looking for a Client Implementation Specialist to join our exciting tech startup here in Knoxville, TN. We build high-converting websites to help independent self storage operators compete with national, publicly-traded competitors and provide amazing experiences for their customers.

As the Implementation Specialist, you are the primary point of contact for new clients after the sale is closed. You’re the welcome committee and the client’s official guide to StoragePug, our culture, and how we help them.

Working with self-storage operators and managers, the Implementation Specialist builds relationships with clients, sets up and manages accounts, trains new users on our platform, and guides our clients through onboarding.

You’ll be working in a startup environment named one of Knoxville’s Top 10 Startup Cultures, at a company that knows SEO (Google: “self storage marketing.” StoragePug typically comes up on the first page of search results, nationwide).

You can get a feel for our culture by taking a look at our Google My Business listing (https://g.page/StoragePug).

Pug Fun Facts:

• Google “self storage marketing” and StoragePug is on the first page nationwide
• We are a SaaS/tech startup in Knoxville, located in the heart of Cedar Bluff
• Our clients have storage facilities all over the country, from New York to Hawaii
• We serve the self storage industry: a $38 billion dollar industry with over 55,000 facilities

The Who, What, Where, and Why

Who You Are:

• Driven, motivated, and a joy to work with.
• You have a “get stuff done” mentality.
• Willing to learn, grow, and admit mistakes.
• You have no problem delegating and executing tasks.
• Able to communicate with other people and teams effectively.
• Quick learner, always looking to embrace and master new technologies
• Strong written and verbal communication skills.

What’s the day-to-day look like as a Client Implementation Specialist?

• Leading our clients through onboarding, configuration, and go-live; which includes a heavy amount of project management.
• Responding to incoming client inquiries (phone calls, zoom meetings, emails, and chatbots)
• Serving as the client’s trusted advisor and project manager from kick-off to launch, setting the tone for the excellent service they will receive
• Tracking, organizing, and communicating requested features to the product development team
• Analyzing client requests and implement a plan to fulfill their intent
• Maintaining an active pipeline, prioritizing events and tasks as needed
• Establishing clear communication channels for client support and training
• Developing best practices and standard operating procedures for onboarding, support, and client happiness.
• Collaborating with the Sales and Marketing teams to learn about new clients.
• Consulting and building solutions to our clients’ challenges.
• Identifying client needs and build strong relationships

Requirements:

• Organized with a solid understanding of project management paradigms.
• Strong attention to detail and proofreading skills.
• Customer-centric and love talking to clients.
• Strong written and verbal communication skills.
• Alignment with StoragePug's Core Values.
• Work at our office in Knoxville, TN.

You should have:

• Excellent communication and project management skills
• Marketing-focused mindset, with a working knowledge of SEO, GMB, and Analytics.
• Proven track record of hustle - we don’t mind what it is**
• Excellent communication skills, ensuring timely responses to clients and internal teams
• Demonstrated “coachability” with a hunger to learn and succeed
• Ability to prioritize, multitask and organize workload
• Ability to work both individually and collaboratively within a team environment

Bonus points:

• Customer service experience is a plus.
• Experience with SaaS companies is a plus.
• Worked with knowledge bases or training programs.
• Created written and video training materials.

Why:

All of our products are made with love in Knoxville, TN. We are committed to your growth as an individual and as a leader. We win when you win, and we’re dedicated to helping you make the most of your experiences here at StoragePug. Your ideas will thrive here. Come be a part of the Pug!

Where:

This position will be located at our headquarters in Knoxville, TN. You’ll work with a close-knit team of dedicated salespeople, software engineers, and co-founders. We’ve built a culture of inclusion and innovation, and we strive for the success of our people.

Cover Letter:

• Not required, but it will help you stand out
• Tell us why you’d be awesome for StoragePug

Benefits:

• 9 Paid Holidays
• Flexible Time Off (FTO)
• • 1st Year - Three Weeks
  • 2nd Year - Four Weeks
  • 3rd Year + - Five Weeks
• Paid Employee Medical, Dental, Vision, and Life Insurance
• Modern, Relaxed Office Environment & Dress Code