Solution Implementation Specialist

About Thentia
Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. As a company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Our solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development. We lead by our values of customer focus, integrity, accountability, adaptability, achievement, purpose, teamwork, and authoritativeness.
We're proud to be a certified 'Great Place to Work' company, where nearly 90% of our employees have participated and agree that Thentia is a 'great place to work'. You can learn more about us here at https://thentia.com/thentia-careers/#culture.
About The Role
As a Solution Implementation Specialist you play a crucial role ensuring a smooth and efficient onboarding experience for new customers onto Thentia Cloud, our SaaS platform. As a customer-facing team member, you will provide world-class customer service and work collaboratively with our customer to understand their requirements and expectations throughout the implementation life cycle. Your role will play an integral part of the customer's implementation journey and will require excellent troubleshooting skills, and a positive mindset. You will be the internal expert on your customers' processes and the business value that Thentia Cloud is delivering for them. You will support various teams in the quality assurance, development, and training aspects of the implementation project. This will require a firm understanding of the customer's requirements and expectations, excellent communication skills, and keen analytical skills as well as a complete picture of the project.
Responsibilities

• Build strong partnerships with the Thentia teams to efficiently deliver value to your customers
• You will need to quickly understand our business and product. You will need a solid understanding of the business problems we are trying to solve for our customers.
• Participate in internal project team status meetings and technical onboarding team meetings to share knowledge and best practices for customer implementations.
• Own customer implementation/migration technical tasks such as implementing integrations, building automation as opportunities are identified (data mapping/migration, etc.), and additional technical configurations as required.

• Produce quality focused results and resolve and troubleshoot technical problems which arise during the implementation and deployment of the Thentia Cloud product.
• Liaise with the Product team for features/enhancements and areas of opportunity to improve the efficiency of technical implementations.
• Design, code, test, debug, and document implementations
• Collaborate with customers to determine the best configurations for the customer's business needs and long-term usage of the product
• Configure and document the product to meet the needs and requirements of the customer using configuration interfaces, JSON, JavaScript, and SQL Queries

• Provide excellent customer service to customers by phone/video, email and via web
• Become proficient with the product and translate customer requirements to capabilities of the product
• Advise customers on the preparation of their existing data for migration
• Perform data mapping from customer source to Thentia target
• Provide regular status updates on implementation deliverables and milestones through defined processes with both customers and internal stakeholders

• Balance multiple concurrent projects within set workload expectations

Qualifications

• Bachelor's degree, college diploma in related field and/or equivalent experience
• 2+ years of SaaS software implementation, customer service and/or transferable experience

• 2+ year working with JSON, JavaScript and SQL Queries
• Must have well developed verbal and written communication skills, and the ability to communicate fluently in English
• Strong interpersonal skills including collaboration, clarity in communication, managing expectations, enthusiasm and friendliness
• Strong organization skills and superb capabilities with managing multiple high priority projects simultaneously and successfully
• Excellent communication skills (both verbal and written) to ensure all parties are kept abreast of the implementation process (both internally and externally)

• Working knowledge of SaaS solutions in the cloud
• Learner's mindset with drive and ability to consistently improve knowledge and abilities

Compensation
Thentia provides employees with a competitive base salary along with:

• Competitive pay
• Health Insurance coverage (programs vary for each country)
• Pension plan (as applicable to the country)
• Flexible paid-time-off, including statutory holidays, vacation, wellbeing days, and volunteer days
• Parental Leave

• Year-end bonuspotential (for eligible roles)
• Professional development & training, including Udemy Business

Our Commitment
Thentia is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are building products for a diverse world and are committed to building and fostering an environment where our employees feel included, valued, and heard, which enables us to make commerce better for everyone. We strongly encourage applications from racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, provincial, or local laws in the regions we operate. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, or internships.
We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.
Staffing Firms: Thentia does not accept unsolicited submissions. All firms must have valid agreements in place.