Implementation Specialist

MyPass Global is on a mission to empower safe, agile & connected communities.

Our workforce onboarding and compliance management software is centred around a digital Skills Passport, designed to help organisations reduce their risk and cost of operations. Our vision is to become the trusted industry ‘source of truth’ for organisations and people. We don't limit ourselves to a single sector or location; rather, we strive to establish a global standard.

Our company values set the standard for the behaviours and mindset we expect from every “MyPasser”. Our values include:

BRING OUT THE BEST

We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small. 

CHALLENGE THE NORM

We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.

TREAT PEOPLE WELL

We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect. 

WALK THE WALK

We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.

Position Purpose Statement

The key purpose of this role is to ensure that MyPass becomes part of ‘business as usual’ for new enterprise Customers by working with their key stakeholders to identify their needs. You will be tasked with ensuring that customer platforms are configured accordingly and that the key users are adequately trained to ensure awareness and adoption of the product.

Life at MyPass:

• Flexible Hybrid - Ability to mix your working week between the MyPass office and your home office
• Paw Friendly - Pet-friendly office in the CBD
• Celebrate You - Gift cards on your work anniversaries
• Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, free subscription to the WithU app and complimentary office Yoga & Pilates sessions
• Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
• Be Comfortable - Casual Friday every day!
• We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
• Generous Employee Referral Program - Rewards for referring top talent

Key Responsibilities

• Manage multiple Customer Activation projects concurrently including managing the day-to-day relationship with key Project stakeholders (internal and external) and managing each project to budget / time constraints
• Work with the Acquisition team to understand the Customer’s drivers in selecting the MyPass platform and build appropriate use-case examples for demonstrating the platform capabilities
• Guide the Customer through their Implementation Program, from the Discovery stage through to hyper-care and then handing them off to BAU Support, ensuring that appropriate expectations are set initially to increase the chances of project success
• Provide project status updates and deliver regular communication to the Customer on their project progress (including budget / time constraints), reporting against key success metrics and negotiate additional services fees where required.
• Provide support, training and guidance to key users of the Platform, ensuring that they understand how their platform is configured, and how to maximise their usage of the platform.
• Build and communicate a project plan, including scope of works, requirements documentation and training decks based on the needs and budget of each Customer.
• Working with the Engineering and BA team, build integration plans, design and document technical requirements, build test plans and provide Support to the Customer during their testing phase.
• Build project risk and stakeholder management plans for each Customer and work with the Account Management team to build relationships with key decision-makers and influencers to ensure broad business adoption.
• Where the project requires, liaising with internal teams to build appropriate Customer Service Provider (Vendor) onboarding programs including bespoke communication strategies.
• Work with internal teams such as Onboarding, Support and Fulfilment to ensure that the Customer’s configuration and service needs can be met once they are handed to our Customer Support / Account Management team’s
• Where required, build pilot project plans in accordance with the Customer’s needs and to demonstrate the use-cases of the platform and work towards securing a larger scale implementation.

Key Selection Criteria

• Must possess a minimum of 5 years practical experience in business analysis and software implementation
• Must have a minimum of 5 years working within a SaaS environment
• With Amazon Web Services experience is an advantage
• Must have a minimum of 5 years experience in dealing with REST/SOAP based structures at the implementation level.
• Must have a minimum of 5 years experience within the resources industry, combined with business and operational awareness, particularly surrounding broader ERP/HR/Travel and Logistics Planning systems
• Must have a minimum of 2 years Project Management experience, with developed skills in project scheduling, forecasting and time management
• Has a good understanding of service integration concepts
• Has the ability to work with development teams to design, document requirements and support the business in the implementation of integration technologies
• Possess strong communication & stakeholder management skills, with an ability to engage in client management and strategic partner relationship development initiatives
• An entrepreneurial problem solver that exhibits a customer centric energetic and passionate attitude, with the ability to exhibit creativity, resilience, and adaptability

Key Requirements

• Tasks - %
• Managing Activation Projects - 80%
• Providing training and product demonstrations to internal and external customers - 5%
• Provide support to internal Product enhancement workshops and testing - 5%
• Internal meetings and stand-ups - 10%

Measures of Success

• Meeting key project deliverables and milestone dates
• Successful handover to BAU from Hyper-care of each Customer via Customer CES scores
• Retention rates of Customers within 1 year of the project hand-over

Development Objectives

• 0-3 Months
• Build internal relationships with Acquisition, Awareness, Customer Success, Product & Engineering and the Operations & Support teams
• Develop an intimate understanding of the product and range of use cases
• Become familiar with where to access information and what the knowledge transfer protocols are for Customer Activation projects
• Shadow an existing Implementation Specialist to understand the tools and systems in use and how we typically manage an Activation Project
• Manage a smaller implementation for a non-enterprise Customer
• 3-6 Months
• Confidently demonstrate the system as part of an Implementation project.
• Start to manage non-complex larger scale enterprise Customer projects where technical customisation is not required
• Be able to confidently draft project plans including risk and stakeholder management plans and project scopes of work
• Build an understanding of requirements documentation for integration projects
• 6 – 12 Months
• Gain proficiency in non-technical activation projects and the systems and processes used to complete them
• Start to work on more complex projects with multi-site and/or customer vendor onboarding programs or multi-national programs
• 12 - 24 Months
• Potential growth opportunities including Implementation of larger scale, complex, global roll-outs. 

Feel valuable:

We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is open, respectful and collaborative, where the status quo is challenged and both success and failure are celebrated. 

MyPass champions diversity at all levels of the company, and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work.