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Client Implementation Specialist

Company: Ecolab
Location: Naperville
Posted on: June 20, 2022

Job Description:

Lobster Ink's Learning Experience Platform is an enterprise-class solution that enables businesses to operationalize training in multiple languages, at scale. Our interconnected products enable our customers to distribute, manage and monitor training more efficiently and effectively. For businesses today, winning requires adapting at the speed of change. We enable frontline teams to perform in the areas that matter most. Our behavior-based system of training builds capability and boosts the performance of frontline teams to deliver on their operational goals. Lobster Ink is a division of Ecolab.

The Customer Onboarding Specialist is a central figure in ensuring that customers are onboarded professionally, effectively, and efficiently. Driving user adoption and engagement in the first 90 days of a customer's life cycle is critical for customers success and retention.

Job overview

Some of the practical tasks Customer Onboarding Specialists are responsible for include workspace setup, in accordance with what was agreed with the customer, while ensuring the correct documentation for future maintenance and customer service purposes. The Customer Onboarding Specialist main purpose is for an optimal onboarding experience and journey, so the expected value is realized for both parties. They will be involved in pre-sales product demonstrations and will be asked to manage and execute scoping projects, developing proposals, and various ad-hoc requests from customers, the Lobster Sales team, and Technical Account Managers in providing reports or managing changes to a customer's technical configuration. This role also provides regular feedback to the Product Owners and Tech teams about possible improvements to the product and its' features.

What's in it for you

The opportunity to take on some of the world's most meaningful challenges and helping customers "Learn at the speed of change".
Work with highly skilled associates who are at the cutting edge of learning, production, and technology.
The ability to make an impact and shape your career with a company that is passionate about growth.
The support of an organization that believes it is vital to include and engage diverse people, perspectives and ideas to achieve our best.

What you will do:
Own and manage customer relationships from the point of sale through successful implementation and onboarding.
Develop measurements to help understand the impact of successful implementation and onboarding.
Create initiatives that help to drive successful product adoption and implementation.
Help the customer define their needs and manage their timeline toward seeing value.
Work with Sales, Product, and Service teams to ensure that each piece of the journey meets or exceeds the customers' expectations.
Respond to customer emails and calls regarding implementation/onboarding, communication plans, and launch collateral.
Complete video and phone calls to ensure that customers are supported during the onboarding process.
Create and build content and resources for customers to use for education and to drive rapid product adoption. These team members require strong marketing and communication skillset.
Pick up and disseminate any updates that are needed to our product and services, both to our customers and to our internal teams as needed.
Excellent analytical skills to provide insights and learnings from reporting resources.
Create repeatable (and if possibly automated) processes, resources, and frameworks to use when onboarding customers to ensure time saving.
Successfully transfer the customer relationship to Sales/Account Management team after successfully onboarding journey.
Overseeing and coordinating the workflow and delivery timelines for client onboarding of new clients and ensuring all the supporting launch elements are covered.
Facilitate our clients on how to use our technical solution and how to get the best utilization out of the product.
Ensure correct documentation of implemented solutions.
Assist Sales and other functions in platform demonstrations to (potential) customers.
Provide support to other departments with ad-hoc requests for reports or workspace configuration updates

Position details

Candidate must reside in: Central or Eastern United States of America

Minimum experience

3 - 5 Years of experience in a SaaS environment in a client facing role
Experience with Project Management and marketing and communications
Bilingual English & Spanish required

Minimum qualifications

Bachelor's degree

Ecolab strives to provide comprehensive and market-competitive benefits to meet the needs of our associates and their families. Click here to see our benefits.
If you are viewing this posting on a site other than our Ecolab Career website, view our benefits at

Covid-19 Vaccine Notice
Due to local mandates and customer requirements, applicants for certain customer-facing positions must be fully vaccinated (which in some situations requires a booster if eligible), unless a religious or medical accommodation is requested by the applicant and approved by Ecolab. You will be asked for proof of your vaccination status. All applicants should be aware that Ecolab is a federal contractor. If the federal contractor vaccine mandate is reinstated in its current form, all Ecolab employees will need to be vaccinated, or have an approved religious or medical accommodation in place.

Americans with Disabilities Act (ADA)
Ecolab will provide reasonable accommodation (such as a qualified sign language interpreter or other personal assistance) with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application proces s, please call Ecolab Recruiting Support at (866) 841-6682 for assistance.

Our Commitment to Diversity and Inclusion
At Ecolab, we believe the best teams are diverse and inclusive, and we are on a journey to create a workplace where every associate can grow and achieve their best. We are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote, transfer and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran.
In addition, we are committed to furthering the principles of Equal Employment Opportunity (EEO) through Affirmative Action (AA). Our goal is to fully utilize minority, female, disabled and covered veteran individuals at all levels of the workforce. Ecolab is a place where you can grow your career, own your future and impact what matters.
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

Keywords: Ecolab, Naperville , Client Implementation Specialist, Other , Naperville, Illinois

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