Customer Configuration Specialist
MyPass Global
Customer Service
Cebu City, Cebu, Philippines
Posted on Sep 20, 2024
Who are we?
MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.
Read more about us here
Position Purpose Statement
The Customer Configuration Specialist will oversee and manage the configuration MyPass platform and services to ensure that they meet specific customer requirements. The role involves working closely with clients, sales, product development, and technical teams to understand customer needs, provide solutions, and maintain customer satisfaction. The ideal candidate will have excellent technical expertise, project management skills, and the ability to communicate effectively with both internal teams and customers.
Key Responsibilities
- Manage and lead the customer configuration process from start to finish, ensuring on-time delivery of Activation projects.
- 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.
- Collaborate with clients to understand their needs and translate them into detailed requirements.
- Build and communicate a project plan, including scope of works, requirements documentation and training decks based on the needs and budget of each Customer.
- Guide the Customer through their setup and configuration 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 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.
- Working with the Engineering and BA team, supporting them to build out integration plans, design and document technical requirements, build test plans and provide Support to the Customer during their testing phase.
- Where the project requires, liaising with internal teams to build appropriate Customer Service Provider (Vendor) onboarding programs including bespoke communication strategies.
- 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.
- Ensure that changes are properly communicated and documented to both customers and internal stakeholders.
- Serve as the primary point of contact for customer configuration-related inquiries and escalations.
- Analyse customer feedback to suggest improvements and enhance customer satisfaction.
Key Selection Criteria
- Must have 3-5 years of experience in configuration management, software implementation, project management, or a customer-facing technical role.
- Must have experience working within a SaaS environment.
- Amazon Web Services experience is an advantage
- Has a good understanding of service integration conceptExperience within the resources industry, combined with business and operational awareness, particularly surrounding broader ERP/HR/Travel and Logistics Planning systems would be an advantage
- Has a good understanding of service integration conceptsHas 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
- Ability to manage multiple projects and deadlines simultaneously.
- Strong organisational and time management skills.
- Experience in a fast-paced, customer-driven environment.
Information Security Accountabilities
- Understand own contribution to the effectiveness of the Information Security Management System (ISMS)
- Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)
- Understand the consequences of non-compliance with the requirements of the ISMS
- Understand information security guidelines related to own job role
Key Requirements
- Tasks -%
- Managing Activation Projects - 70%
- Providing training and product demonstrations to internal and external customers - 15%
- 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 Customer Experience Surveys (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.
Life at MyPass:
* 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, and a subscription to the WithU app
* 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
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. Our mantra is to make things happen, every single day.
Our company values:
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.