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About the role
Key responsibilities & impact- Lead new-customer implementations from discovery through go-live
- Define implementation scope, milestones, responsibilities, dependencies, risks, and success criteria
- Conduct discovery sessions with clerks, administrators, IT staff, and other stakeholders
- Translate customer requirements into system designs and configure meeting types, agenda workflows, item routing, voting processes, templates, user roles, permissions, notifications, public portals, and related settings
- Advise customers on agenda preparation, meeting administration, voting, minutes, records access, and public transparency
- Coordinate data migration, configuration reviews, system validation, user acceptance testing, issue remediation, launch readiness, and go-live support
- Deliver role-based onboarding and training through demonstrations, guided practice, and customer-specific scenarios
- Conduct post-implementation reviews to reinforce adoption
- Create and maintain implementation records, configuration documentation, training materials, process guides, and knowledge base content
- Diagnose and resolve issues involving agenda creation, packet publishing, meeting preparation, voting, minutes, public portals, accounts, permissions, authentication, browser compatibility, and application configuration
- Support livestreaming and video workflows, including recording, publishing, indexing, archiving, and playback
- Document troubleshooting steps, customer communications, decisions, and resolutions
- Escalate software defects, integration failures, and infrastructure concerns with reproduction details and business impact
- Partner with Product, Development, QA, Customer Success, and Support to resolve complex issues, share customer feedback, and improve implementation and support standards
Requirements
What you’ll need- Associate degree in Information Technology, Business Administration, Public Administration, Communications, or a related field, or equivalent work experience
- At least two years of software support, technical support, implementation, or customer-facing technology experience
- Experience supporting and configuring SaaS applications and assisting end users
- Experience conducting customer training and software onboarding
- Strong customer service, written and verbal communication, documentation, and organizational skills
- Excellent analytical, troubleshooting, and problem-solving abilities
- Ability to manage multiple implementations and support priorities simultaneously
- Ability to explain technical concepts clearly to technical and non-technical audiences
- Working knowledge of Microsoft Windows, Microsoft 365, modern web technologies, browser troubleshooting, authentication, SSO, and identity management concepts
- Ability to configure user roles, permissions, templates, workflows, and application settings
- Travel estimated at less than 30%
- Ability to provide occasional after-hours support for live meetings, publishing deadlines, voting sessions, or other critical governance events
Benefits
Comp & perks- Remote work and commitment to 100% inclusion of remote teammates
- Comfortable dress environment
- Collaborative team culture with webcam use, relationship building, and recognition of colleagues
- Inclusive workplace committed to diversity
- Equal opportunity employment