Implementation and Support Associate

Covalent Networks is a rapidly growing SaaS company that delivers cutting-edge workforce solutions to Fortune 500 manufacturers. We are seeking a passionate, detail-oriented Implementation & Support Associate to join our team. This hybrid role will work with both our Implementation and Customer Support teams, ensuring that our clients receive the best possible service throughout their journey with us.

The goal is to become a Covalent subject matter expert. In the first few months, the focus will be on learning about the product and our users through training and fielding support inquiries. Within the year, the goal is to gain the knowledge and experience to manage full implementation projects. If you're excited about working in a fast-paced startup environment, thrive in a customer-facing role, and have a knack for technology, this position could be the perfect fit.

Initial Responsibilities:

Customer Support (60% of time)

• Provide multi-channel communication and support to customers during standard business hours, ensuring timely and efficient resolution of queries.
• Escalate customer issues when necessary, collaborating with internal teams to provide solutions.
• Act as the voice of the customer, working with product and engineering teams to prioritize bugs and inform the product roadmap.
• Maintain the support knowledge base, ensuring all materials are up to date and accessible.
• Create product release documentation to keep customers informed of new features and improvements.
• Proactively troubleshoot and resolve customer integration issues.

Implementation (40% of time)

• Execute key implementation tasks to ensure successful onboarding.
• Achieve deep expertise in all aspects of the Covalent platform, becoming a go-to resource for both internal teams and customers.
• Assist in environment build-outs for clients, including mapping legacy data to the Covalent application.
• Translate client requirements into actionable documentation, ensuring seamless collaboration across internal teams.
• Develop a working knowledge of APIs and how to use them to scale implementation processes and streamline deliverables.
• Organize and deliver training materials to help clients succeed post-implementation.
• Provide detailed meeting notes to capture client requirements and feedback, driving continuous improvement.

Requirements

• 2+ years of experience in customer-facing roles, with a focus on delivering exceptional service.
• Experience working on B2B software projects, ideally in a SaaS or cloud environment.
• Strong communication skills (written and verbal), with the ability to simplify complex issues for customers.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• High degree of empathy and patience when working with customers.
• Proven experience managing and analyzing data either with Excel, SQL or BI tools is preferred.
• Startup mindset: ownership, responsibility, and comfort in a fast-changing environment.
• Proven ability to work cross-functionally and drive results in a dynamic setting.
• Willingness to travel up to 10% of the time.
• Experience with tools like Zendesk, Atlassian, Looker, Postman is a plus.
• Interest in the manufacturing industry is preferred.
• Given the industries we serve, this position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes a US Citizen, lawful permanent resident, refugee, or asylee.

Benefits

• Becoming an early contributor to a growing organization in a high-growth startup
• Working with company leadership and a highly collaborative cross-functional team
• Opportunities for professional development and career growth
• Competitive base salary
• Health, Vision and Dental benefits
• 401k Plan
• Fully remote work environment and flexible time off policy
• Home office stipend, learning and development stipend
• Monthly team-building activities (virtual)