Client Service Implementation Specialist

Who We Are

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software.  EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world’s first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.

We are seeking a personable and passionate Client Service Implementation Specialist to join our growing team. This is a coordinator role responsible for order fulfillment & ensuring customers are delighted with their initial experience.  Performance in the role is measured by speed & quality of install while maintaining high level of customer satisfaction during the Installation stage.

Responsibilities

·         Oversee the implementation stage for new orders while ensuring a positive customer experience

·         Ensure customers are properly onboarded & adequately educated on EarthCam services

·         Engage assigned customers proactively, set proper expectations, & maintain a regular cadence of communication in regards to delivery of EarthCam services

·         Develop & Maintain Implementation Plans & regularly communicate order status

·         Publish Weekly Status Reports to Upper Management for customers with recurring orders/projects

·         Partner with Sales to support expanding customers & lead on complex orders

·         Follow standard processes and procedures and adhere to Team KPI’s (Key Performance Indicators) around customer satisfaction & speed to install

·         Act as the internal advocate for customers, ensure matters are quickly addressed

·         All other tasks assigned by supervisor while providing regular updates proactively

Who YOU Are

·         Able to work in a team setting, co-operate with others and work towards the success of the customer

·         A clear, concise and accurate communicator who cares about brand integrity

·         Courteous and confident to ensure customer needs are quickly addressed

·         Meticulous about managing information appropriately and securely

·         An advocate for the needs of the customer to ensure timely team responsiveness

·         A problem solver who thrives on finding solutions efficiently and effectively

·         Willing to cooperate with others and work towards the success of the customer and team

·         Multi-tasker who can manage prioritization necessary to meet deadlines

Qualifications

·         Minimum 2 years of experience in an external customer facing role

·         Minimum 2 years of experience in a Project Manager or similar Coordinator role, working with cross-functional teams to fulfill new orders with high quality and on schedule

·         Ability to speak and write clearly and accurately

·         Prior experience working in a fast-paced environment with strong ability to multi-task while remaining organized & able to manage simultaneous implementations

What We Offer

The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development – designed to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:

·         Health insurance (Single coverage 100% paid for by company).

·         Dental and vision insurance

·         401K Plan (with aggressive company matching)

·         Paid time off, plus paid holidays

·         Regular free breakfasts, lunches and snacks

·         Bicycles to ride around campus

·         Team BBQs and annual company Olympics