Implementation Specialist - Americas

About the position

To help us in our ambition to achieve a very high level of customer success, we are looking for a full-time Implementation Specialist to join our team to serve our customers based in the Americas. In this role you will be our primary contact for our customers (mostly UN and NGOs) and you help them to deliver real gains for humanitarian relief operations and development assistance worldwide.

For this role, we are looking for someone based in the Americas.

As Implementation Specialist you are expected to

  • Provide onboarding support and conduct training sessions with customers to help them become comfortable with the various features of the platform.
  • Act as project manager in the delivery of implementation engagements aimed at helping customers to successfully deploy ActivityInfo.
  • Help translate high-level M&E frameworks and other customer requirements into concrete, reliable information systems.
  • Build strong relationships with our customers to understand their needs and ensure their success
  • Review customer health each week and take proactive action to support customers whose usage declines.
  • Set up demo databases for potential customers.
  • Host webinars on using the software and on topics related to M&E and information management.
  • Answer questions from the help desk and investigate problems reported by customers.
  • Share customer insights with other departments like Sales, Marketing and Product to help identify new opportunities
  • Network with influential researchers, practitioners, etc. in the field.

To apply to this position we expect you to have

  • Experience (3-6 years) managing complex IT and/or consulting projects with ability to manage multiple stakeholders expectations and coordinate across disciplines in the team.
  • Experience in M&E or information management in a humanitarian or development context is required.
  • Strong customer-facing and presentation skills with experience working with either internal or external customers
  • Demonstrable ability to understand complex problems and design appropriate information system solutions.
  • Demonstrable ability to communicate technical concepts to a non-technical audience
  • Excellent written and spoken English and Spanish language skills; other languages, such as French or Arabic, are an advantage.
  • Knowledge of relational databases is an advantage
  • No problem using a broad range of software tools such as spreadsheet, email, chat, videoconferencing, and programming applications.
  • Experience using ActivityInfo is not required, but is a big advantage.

What we offer you is

  • Salary of €3300 - €4400 before taxes, depending on experience.
  • 25 vacation days.
  • A diverse and multi-national group of colleagues.
  • A flexible work culture that emphasizes a healthy work-life balance.