Duties and responsibilities of the implementation specialist

When a customer buys a new hardware or software system from a company, the sales rep who sold it to them simply passes on to the next customer. This is where an implementation specialist comes in. Implementation specialists use their technical knowledge to install, monitor and customize systems for customers after the initial purchase has already been made.

In essence, implementation specialists are the people who make sure that a customer not only purchases your company's product, but also has a positive experience with it. To do this, they talk to customers, collect data, customize features, set goals, and offer training sessions. They typically rely on a senior staff member, such as an engagement manager or implementation manager, while simultaneously working with a small team of other implementation specialists. While they spend most of their time in an office environment, implementation specialists may also have to travel to meet customers or install hardware.

Duties and responsibilities of the implementation specialist

To ensure that each customer's system is optimized and implemented correctly, implementation specialists perform a wide range of tasks. We analyze a number of online job postings to identify these critical activities and responsibilities.

Distribution begins

Once a sales rep has acquired a new customer, the implementation specialist is responsible for serving as the primary point of contact for that customer. And since the customer should never be left out, it's important that the implementation specialist starts the implementation process as quickly as possible.

Evaluate customer needs

Once a customer's new system is set up and ready to use, the implementation specialist must speak with the customer to get a detailed picture of what they want, need and want. For example, one customer may have purchased the new system to save time and money, while another may have purchased the same system with the primary goal of improving their cybersecurity. For this reason, it is imperative that the implementation specialist identify each client's unique priorities.

Customize the system

After identifying a client's primary goals, the implementation specialist should use that information to tailor the client's system to their individual needs. This typically involves tasks such as importing previous customer data, designing custom interfaces, editing metrics, and creating custom reports.

Show and train

When a customer's new system has been successfully customized, the implementation specialist must demonstrate the system and its features. If the customer likes what they see, the implementation specialist will continue to teach the customer how to use the new system.

Install the system

Now that the customer has seen the finished product and learned how to use it, the implementation specialist must perform the technical task of actually installing the system and all its required components.

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