SaaS Implementation Specialist

Job Description

Job Description

The selected candidate will reside in commuting distance to our Danvers, MA headquarters and will be expected to be on site 2-3 days a week for training for approximately the first month.

When training is complete you may transition to hybrid / remote - - visits to the office will be on an as needed basis.

As a SaaS Implementation Specialist / Associate Project Manager I, you will manage Customer Delivery engagements including software implementations, configuration of enterprise software, and resolution of advanced support requests.

Effectively employ your superb client-facing skills with a robust set of technical configuration and testing activities.

A successful Associate Project Manager I is naturally curious, has strong technical problem assessment and resolution skills and enjoys learning & experimenting with new software to identify new solutions.

You are driven to satisfy clients and are highly effective in a variety of communication settings; one-on-one, small and large groups, or among diverse styles and position levels.

Typical responsibilities include meeting with customers to gather specifications and requirements for a successful software implementation, creating and managing project plans, technical configuration and QA, and communicating progress and status to internal and external stakeholders.

The Associate Project Manager I is also responsible for ongoing contributions to process definition and best practices within the Customer Delivery organization.

Compensation range : $75,000 - $90,000

Other compensation : Performance bonus eligible

The actual salary offer to the successful candidate will be based on job-related education, training, licensure, certifications, related experience and other related factors.

What you will be doing :

• Manages customer implementations and software enhancement requests including creation and maintenance of project plans, gathers and documents requirements, delivers product training and manages risk effectively throughout the delivery process
• Commit to becoming an SME for the software products you implement and support
• Elicits and documents business requirements from the customer perspective, identifies opportunities that benefit customers, delivers solutions that solve customer content and workflow challenges
• Interacts effectively with key contacts at customer organizations, building trust and improving existing relationships
• Collaborates with the Client Engagement team to understand client needs, effectively manage key client contacts and ensure smooth customer transition to assigned Client Engagement Manager post-delivery
• Identifies and resolves customer support issues through appropriate escalation and collaboration with Product Management and Engineering as needed
• Manages multiple complex projects in parallel, prioritizing effort and attention appropriately
• Contributes to the development, implementation & documentation of process improvement & best practices

Requirements :

• Bachelor’s degree and 3+ years’ experience in software professional services and / or client-facing project management for SaaS applications
• Demonstrated ability to desire to learn new and complex software including ability to synthesize technical information
• Proven ability to manage complexity and ambiguity, routinely demonstrates very high attention to detail
• Skilled in both verbal and written communication : Proven track record of building strong relationships with key contacts of a client organization.

Strong presentation skills and is highly effective in a variety of communication settings

Demonstrated resourcefulness and ability to perform essential functions of the job independently or with little direction.

Strong sense of urgency and accountability for work performed - takes ownership for outcomes and is accountable for work performed

• Experience with Agile Scrum and Kanban software development methodologies a plus
• Excellent meeting-management and team-management skills to successfully facilitate cross-team collaboration and sound decision making

A pioneer in voluntary collective licensing, CCC is a leading information solutions provider to organizations around the world.

CCC works to advance copyright, accelerate knowledge, and power innovation. CCC helps organizations harness the power of data, AI, and machine learning to drive strategic decision-making, grow their businesses, and gain competitive advantage.

CCC is more than a company, it’s a community. Our smart, talented, and compassionate team members make CCC a special place to work.

We invest significantly in their development and well-being to give them the resources they need to grow.

CCC is committed to a diverse, inclusive, equitable, and vibrant ecosystem that cultivates opportunity for our team and attracts talented people.

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.

If you need accommodation for any part of the employment process because of disability, please email our HR Department and let us know the nature of your request.