Senior Implementation Specialist

ClassWallet, a financial technology company serving agencies responsible for managing public funds, is hiring a Senior Implementation Specialist to join our growing team.

Agencies use ClassWallet to get public funds to the right people, and ensure the funds are used for the right purpose. ClassWallet’s suite of products and services empowers agency administrators to dramatically increase efficiency of funds distribution and spend compliance, reduce programmatic costs, maximize the full potential impact of the program, and satisfy the needs and expectations of policymakers, constituents and public reporting.  ClassWallet has processed over $3.5 Billion to date and serves public agencies across 33 states. 

The Company has developed an industry-defining digital wallet solution which has gained rapid traction among state and local agencies and school districts across America. ClassWallet ranks as the 61st fastest growing software company on the prestigious Inc. 5000 list of fastest-growing private companies and the 21st fastest growing financial technology company on the Deloitte Technology Fast 500 in 2023.

While the Company delivers immense business value, the social impact of ClassWallet is a fabric that runs through its mission and corporate culture.  As a result of ClassWallet’s innovation, public programs run with exponentially more efficiency and the impact and breadth of the programs for the individuals they serve is dramatically higher. This mission compliments the Company mission-based culture with focus on gratitude and work-life balance.

About the Role

We pride ourselves on delivering exceptional customer service and are dedicated to helping our clients succeed. We are currently seeking a highly skilled Senior Implementation Specialist to join our team and elevate our implementation services to new heights. As a Senior Implementation Specialist, you will play a pivotal role in delivering exceptional support and service to our most valued clients. This role offers the opportunity to make a significant impact on customer satisfaction and retention while contributing to the overall success of our business.

Job Responsibilities:

• Serve as the primary point of accountability and communication of the implementation services for new, renewing K-12 clients as well as Enterprise State Programs
• Serve as the primary point of contact and trusted advisor for account Admins through our CSMs, providing personalized support and guidance to address their needs and challenges
• Act as a subject matter expert on our platform, delivering advanced training, best practices, and strategic insights to premium clients and internal stakeholders
• Provide subject matter expertise to solve complex client issues
• Provide training/webinars for full range of users (novice to experts)
• Follow and perform tasks according to a standardized Project Management Plan
• Assist with platform configuration according to client specifications, including data loads, in-app message customizations, and additional email communications to account holders
• Provide troubleshooting and configuration support for account stakeholders on how to use the platform effectively and encourage self-service through training
• Collaborate closely with client success, product enhancement, and customer success teams to ensure a seamless transition from implementation to ongoing customer success
• Provide input to Proposals, Project Plans, Cost estimates for major projects

Requirements

• Minimum of 3 years of experience in a customer-facing role within the SaaS or technology industry
• Demonstrated success in building and nurturing client relationships, driving customer satisfaction, and achieving business results
• Strong problem-solving abilities and a proactive approach to addressing customer needs and concerns
• Excellent communication and presentation skills, with the ability to articulate complex concepts
• Strong attention to detail
• Experience in leading small teams in a public sector environment
• Experience with project management tools like MS Project and Asana
• Proven ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Experience with CRM systems, support ticketing platforms, and customer success tools
• Public sector experience is a plus
• Experience with various technologies like: Google Suite, Salesforce, QuickSight (or similar BI platform) is a plus

Benefits

ClassWallet is a positive, family-oriented team environment. Our focus is on encouragement, positive reinforcement, and gratitude. We work hard and are highly motivated to win but with a healthy perspective on life.

We offer an excellent salary and benefits commensurate with experience.

ClassWallet.com is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, marital or veteran status.