Implementation Consultant

MikMak is looking to hire an Implementation Consultant in the UK that will act as a key client liaison during a client's initial on-boarding to MikMak, as well as during expansion phases. You will be responsible for the successful training of customers in the setup, customization, and optimization of their MikMak accounts. You will provide the necessary software application training, coordination, and support to clients for timely onboarding. You will proactively manage projects, by influencing client behavior to ensure a launch that meets agreed to timelines. Additionally, you will assist in team knowledge share activities, contribute to the development of launch processes and procedures and participate in the development of multi-format client resources, like documentation, video tutorials and webinars.

ABOUT THE ROLE

• Act as a primary client point of contact during the launch phase
• Define project milestones and set due timelines to ensure an on-time completion
• Proactively engage and influence clients to meet deadlines for deliverables.
• Deliver predefined and dynamic training sessions to client user group(s) using established training methodology customized to meet specific customer needs.
• Assist customers with configuration and troubleshooting during their implementation.
• Develop, refine, and maintain training processes and procedures for supported applications.
• Provide accurate and timely status reporting for all client contacts
• As needed, support the sales team in a technical/implementation capacity by helping to communicate the Implementation methodology during pre-sales activities.
• Provide feedback to Product Management for product features and enhancements.
• Transition clients to the MikMak Support team following the implementation phase
• Ensure all implementations are completed on time and within budget.
• Provide expertise for cross-training others within the company.
• Provide feedback and expertise for the development of additional client resources like videos and webinars, as well as support the delivering of them.
• Escalate client launch issues as appropriate, using all resources available prior to an issue being escalated.

WHO YOU ARE

• Ability to manage multiple initiatives in a fast-paced environment.
• Possess an entrepreneurial spirit and be regarded as a self-starter.
• The ability to comprehend highly configurable software and determine how it should be customized for varying businesses.
• Strong oral and written communication skills; the ability to communicate technical information to both technical and non-technical audiences.
• The ability to adapt and effectively handle and adjust to changes in priorities and assignments.
• The ability to build customer relationships, as well as take responsibility for customer satisfaction and loyalty.
• Experience in developing and delivering software training curriculum.
• The ability to present ideas effectively to individuals or groups.
• The ability to change direction of presentation to suit the needs of the audience.
• Strong working knowledge of HTML, CSS, Excel, FTP Clients, and web browsers a plus.
• Proficiency in French and Spanish is a plus

WHY MIKMAK?

• Great health benefits package covered by the company
• Generous Time Off and Health Days policies
• Monthly utilities stipend
• Wellness stipend

WHO WE ARE

MikMak is the leading platform for eCommerce acceleration for multichannel brands, and provides analytics and eCommerce enablement software to help product manufacturers and CPG companies understand their consumers' online behavior, determine the best use of marketing dollars, and drive online sales.

The flagship product, MikMak Insights improves marketing effectiveness, drives market share over competitors, and strengthens a brand's positioning with retailers. The MikMak Commerce product enables brands to create shopping experiences connected to 2000+ online retailers and streamline the path-to-purchase from any media, ad, or website.

MikMak's investors include Wavecrest Growth Partners, VaynerMedia, Luminari Capital, SLOW Ventures, UTA Ventures, Brave Ventures, Lunch Partners, Madrona Venture Group, Bazaarvoice founder Brett Hurt, Hooklogic founder/CEO Jonathan Opdyke and founding CRO John Roswech, Foursquare CEO David Shim, and Kargo CEO Harry Kargman.

A note to our applicants…

MikMak is proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status. Each individual at MikMak brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates a more innovative environment and helps us all grow and learn as individuals.