Senior Implementation Specialist, US

Hivebrite is an all-in-one community management and engagement platform - Our mission is to provide organizations with the tools they need to create vibrant communities.

Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than than 500 customers worldwide - including Princeton University, Stanford University, Columbia Business Schools but also WWF or P&G alumni.

We employ more than 100 people across our offices in Paris, New York, and Sydney, and 30 nationalities are represented in our team!

In 2020, we were awarded five Great Place to Work labels, were recognized as a G2 High Performer, and won the International Prize by EY, SYNTEC Numerique, and TECH IN France.

And we have no intention of slowing down!

In this full-time role, you will work with Hivebrite customers to ensure that they are successful with and delighted by the Hivebrite platform. It will be your responsibility to ensure that the customer is getting value from the Hivebrite platform while building high customer satisfaction. You will deliver different kinds of implementation services for the Hivebrite platform, such as onboarding new customers to Hivebrite, managing projects for data integration, and design services.

You will play a critical role in educating customers on Hivebrite’s capabilities and enabling them to adapt the platform to their needs. To accomplish this, you must have a combination of technical and solutions consulting skills. You should be able to discover business requirements, analyze process flows, prepare specification documents, configure and demonstrate solutions, and support the Sales and Customer Success teams.

Note: We have an NYC office near Times Square and ask that our NYC-based employees to be hybrid.

🌟 RESPONSIBILITIES

• Conduct discovery sessions & workshops, understand customer’s business challenges and propose recommendations based on product capabilities 
• Examine customer requirements to recommend solutions to drive business outcomes and shape project delivery
• Advise customers on integrations to external systems, able to get into the detail of topics such as SSO, APIs etc.
• Manage projects from different complexity, with duration up to 120 days
• Configure Hivebrite platform to match customer’s requirements (build-out of the platform)
• Train our customers on Hivebrite platform functionalities
• Accompany our customers until they successfully launch
• Partner with our Sales team to transition and successfully onboard new customers
• Ensure all account issues are quickly resolved
• Function as the voice of the customer and provide internal feedback on how Hivebrite can better serve them
• Forecast and track key account metrics
• Collaborate with product management to validate product features and provide inputs to the roadmap
• Partner with sales team to drive successful evaluations including on-site Proofs-of-Concept & pilot engagement

🌟 REQUIREMENTS

• 5-7+ years relevant work experience as an Implementation Specialist, in a SaaS company
• Experience working with customers, supporting a SaaS product
• Understanding of how community management and engagement drives business value and ROI
• Ability to prioritize, multi-task, and perform effectively under pressure
• Excellent presentation, written and verbal communication skills
• Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
• Successfully sets priorities, drive decisions and get closure on recommendations and issues
• Critical thinking is a must!
• Ability to travel internationally and domestically as needed
• Experience successfully managing customer engagements to completion and customer satisfaction
• Strong ability to align technical concepts & features to business needs

🌟 PREFERRED QUALIFICATIONS

• Start-up / scale-up experience
• Knowledge of online community management space
• API and SSO experience

🌟 BENEFITS

• Competitive salary package + variable bonus
• Open PTO policy
• 11 paid holidays
• Matching 401K
• 16 weeks 100% paid maternity leave (12 weeks 100% paid caregiver/paternity leave)
• Employer contributions towards medical, dental, and vision insurance (95% for employee and 75% for dependents).
• Short-term disability, Long term disability, and basic life insurance covered 100% by Hivebrite
• FSA / HSA options ($600 annual HSA employer contribution)
• $500 remote equipment stipend
• Commuter benefits
• Flexible schedule and remote policy
• An international work environment, with an office in Paris, New York and Sydney.
• The latest in Apple’s equipment 🍏
• Check out our instagram page here to discover our team 📷

🌟 RECRUITMENT PROCESS

• A 30 min phone call with our Recruiter
• A 30 min video call with the Hiring Manager to go deeper on the job description and for you to understand the expectations of the role.
• A 30 min values-based video-call with two members of the team to evaluate value + culture alignment
• A 60 minute case study presentation to the team
• A 45 minute call with the Director of Professional Services




• 🚀 Our recruitment process lasts about 2-3 weeks and we give a high touch recruitment experience throughout