Implementation Specialist - Equity Trust Company : Job Details

*This position is based out of our Westlake, OH location and is eligible for a hybrid schedule after the required training and probationary period.

JOB OVERVIEW

The Implementation Specialist is a key contributor to the seamless execution of multiple implementation projects, each varying in complexity. This role partners with enterprise teams to integrate Equity's products and services for onboarding new clients and enhancing functionality for existing clients. The Implementation Specialist also supports technical interactions with users, ensuring they receive the necessary guidance and assistance to effectively utilize the products.

RESPONSIBILITIES & DUTIES

• Collaborates with clients to understand their business objectives and design a tailored integration strategy.
• Translates technical concepts into clear, actionable tasks that align with product capabilities.
• Conducts thorough testing of Equity's products and APIs across various systems, providing support for both unit and regression testing.
• Analyzes client inquiries to differentiate between technical issues and adaptive challenges and take appropriate action for resolution.
• Tracks and monitors the progress of implementation projects, providing regular updates to internal stakeholders.
• Manages communications related to product releases, planned maintenance, and system upgrades that may affect active integrations.
• Oversees the implementation support inbox, ensuring prompt and effective responses to client inquiries, concerns, and requests.
• Becomes a subject matter expert on Equity's APIs and integrations, understanding data flow, generation, and its impact on the client experience.
• Performs other duties as assigned.

QUALIFICATIONS

• Bachelor's degree in business management, computer science, communications, or equivalent work experience.
• 3-4 years of experience in a customer-facing or sales support role, preferably within a technical environment.
• Strong problem-solving skills, with a self-motivated and persistent approach to troubleshooting.
• Excellent communication skills, with the ability to simplify complex technical concepts for diverse audiences.

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

• Strong proficiency in MS Office products including Word, Excel, PowerPoint, and Teams
• Exposure to APIs and Postman is preferred
• Familiar with project management styles and process flow mapping

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Manages Complexity
• Communicates Effectively
• Global Perspective
• Tech Savvy

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. If you have a disability that requires accommodation or paper application, please contact us at [email protected].