Implementation Specialist

Company Overview

Founded on the principle that merchant operations should be simple and efficient, Fulfil empowers high-growth, high-volume merchants to manage their business operations. In response to the increasing complexity of omnichannel commerce, we developed a comprehensive solution that transforms back-office operations from a challenge into a catalyst for growth.

Our unified platform seamlessly integrates essential business functions from order management to financial systems.

Fulfil is a technology company with offices in Toronto, Miami and Bangalore. The team is made up of people who want to feel challenged at work, be the best at their craft, and learn from one another. We are trusted by brands like EndySleep, Mejuri, HexClad, Ridge, and many more.

Role Overview

The Implementation Specialist will focus on onboarding new Fulfil customers on to our platform. You will work hand in hand with an Implementation team to craft an exceptional experience for merchants as they bring their entire merchant operations processes onto Fulfil. 

You will obsess over deadlines and work cross-functionally with multiple internal teams across product, engineering, sales, and account management to ensure timely delivery of each step of the onboarding process. 

This is a strategic customer success role that requires an air of confidence, and a prescriptive rather than a reactionary approach to ensure ease during this transition leading to a successful Launch and Go-Live.

What You'll Do

• Work closely with the implementation team to help new and existing merchants adopt Fulfil's product suite

• Drive implementation planning, execution, and optimization support

• Conduct business process mapping and requirements gathering sessions with new and existing customers to determine configuration requirements

• Prepare business requirements and technical scoping documents derived from customer meetings toward a successful launch

• Troubleshoot issues that arise during configuration sessions and dry runs

• Provide ongoing post-implementation support to optimize user adoption onto Fulfil

• Collaborate cross-functionally to ensure the timeliness of each client deliverable

• Project management across all stakeholders (internally and externally) in order to ensure on-time delivery and exceed merchant expectations

• Collaborate with other service and product areas to create a seamless experience for our merchants as they move from sales to data migration, to set-up, delivery and go live

• Wear multiple hats and make the most of the opportunity to work at an amazing, innovative, and rapidly growing company; passionate about doing something incredible!

Required Qualifications

• 2+ years of experience in a customer-facing implementation, or project management role at a Saas company

• Flexibility to work North American time zones as required based on the needs of the project (EST + PST)

• A strong attention to detail with proficiency in MS Excel and spreadsheet automation

• Previous experience in one or more of the following: Netsuite, SAP, JDA, MS Dynamics or other ERP/Supply Chain Management software;

• Strong project management and cross-functional collaboration skills, you are a task-management expert!

• A candid ability to carefully manage customer stakeholders at different levels within an organization, in order to gain alignment and move projects forward

• A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days

• The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion

• The ability to instill a deep sense of confidence in your clients to alleviate any worry they might develop when transitioning from an old, outdated (but familiar) system to a new service

• An interest in e-commerce and the ability to quickly understand the Fulfil product suite

• Superior oral and written communication skills

• Genuine empathy for others and helping customers achieve their goals

• Comfortable with ~30% travel within North America

Nice to Haves

• Prior experience at a growth stage Internet/Software company

• Accounting degree, CPA designation or equivalent experience

• Knowledge of support methodology and process, and experience using Zendesk

• Experience with e-commerce technologies like Amazon or Shopify Plus

• A sense of adventure and an entrepreneurial spirit

• Previous experience with one or more of the following: Netsuite, QuickBooksOnline, Xero, TaxJar, Avalara etc.