Implementation Specialist - Customer Care & Premises

The Company

Simply put, SpryPoint provides Smart Solutions for Smart Utilities.

Founded in 2011, SpryPoint is a leading provider of cloud-based solutions for the utility sector. Our team of experts has extensive experience serving utilities across North America, and we are dedicated to helping our clients improve their operations and better serve their customers. Our solutions include advanced billing and customer relationship management tools, as well as powerful analytics and data management capabilities. We are proud to have been recognized by industry experts and our clients alike for the value and innovation we bring to the market. 

In February of 2023, SpryPoint received a strategic investment from Norwest, a leading venture and growth equity investment firm. With this investment, SpryPoint will build on its significant business momentum over the past three years, expanding its team and positioning the company to continue increasing market share of its mission-critical, cloud-native solutions for smart utilities.

JOB DUTIES & RESPONSIBILITIES

We are looking for an experienced Implementation Specialist to join our Customer Care & Premises Implementation team to exceed our customers' expectations. The successful candidate will spend the majority of their time working directly with our utility customers to implement cutting-edge enterprise applications.

The Implementation Specialist will be responsible for the following:

Implementation

• Leading gap analysis sessions with customers

• Evaluating existing business processes

• Mapping to-be business processes

• Configuring, testing and tuning the software

• Mapping and assist with data conversions from legacy systems

• Training end users

• Providing support to the customer during acceptance testing, through Go Live and post-implementation stabilization.

• Work with development & dev-ops teams to influence, design, and validate solutions

You will advise SpryPoint customers on the best use of the SpryPoint applications by way of business process analysis, communicating industry best practices and understanding the current and desired future states.

Documentation

• Assist the Project Manager in the creation and review of project documentation. This may involve the creation of specification documentation where application customization is required. 

Pre-Sales Assistance

• Assist the Sales team and partners with presales activities such as high-level gap analysis and product demonstrations as directed from time to time.

• Travel and working at client sites across North America is anticipated to be up to a 50% commitment to be successful in this position. The successful candidate must be able to travel outside of Canada with no known legal or immigration-related impediment in doing so.

QUALIFICATIONS AND COMPETENCIES

• 2+ years of experience working with enterprise utility software preferred, specifically with utility Customer Information Systems (CIS).

• Experience with Mobile Field and Workforce Management (MFM & MWM), Work Order & Asset Management (WAMS) and Customer Engagement Portal experience is an asset.

• Ability to map processes and have worked in a large process mapping project.

• Proven ability to train users on software applications.

Technical Skills:

• Experience working with Reporting & Business Intelligence Platforms

• Interest in expanding knowledge and applying knowledge to solve industry problems

• Basic understanding of relational databases and SQL in particular

Competencies:

• Effectively prioritize and execute tasks in what can be a high-pressure environment.

• Strong written and verbal communication skills, and a proven ability to present information clearly and concisely.

• Enthusiastic approach to learning new skills and open-minded to change.

• Proven interpersonal skills, the ability to build and strengthen relationships, and the ability to foster cooperation with numerous stakeholders including senior management, clients and business partners.

• Confidence to work independently and interpersonal skills to work as a member of internal and external teams.

• Strong analytical problem-solving skills with an emphasis on making decisions quickly and effectively.

• Comprehensive understanding of implementation methodologies of complex software implementations.

• Understanding of organizational change management and the challenges associated within enterprise level software implementations.

• Ability to develop a deep understanding of utility industries - electric, water, wastewater, gas, telecommunications, sanitation, and others.

WHY YOU WOULD WANT TO WORK AT SPRYPOINT?

• The opportunity to work with cutting-edge technologies

• The opportunity to be part of a very motivated, fast-moving team with customers all over North America

• The opportunity to work with a highly skilled and experienced team

• The ability to work remotely

• A very positive, healthy and collaborative work culture

• Company-paid premiums for health & dental coverage

SpryPoint is an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state, or federal laws. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.