Implementation, Delivery & Support Specialist
Are you passionate about helping clients succeed while leveraging your technical expertise in a SaaS/Cloud environment? FolderWave is seeking a
Implementation, Delivery & Support Specialist to support the adoption and use of our platform, which provides software solutions for admissions, enrollment, and financial aid in Higher Education and K-12 environments.
About the Role
The
Implementation, Delivery & Support Specialist plays a critical client-facing role, ensuring that our platform is configured, implemented, and supported in alignment with client needs. This position requires strong relationship management skills, business process analysis, and technical proficiency to drive successful product adoption and ongoing support. We seek someone highly organized, detail-oriented, and proactive in ensuring our clients and partners are enthusiastic users of our product.
This is a hybrid role with some days in the office in Westford, MA.
Key Responsibilities
Client Engagement & Success
- Develop and maintain strong client relationships to drive adoption, retention, and satisfaction. Build a deep understanding of each client's unique needs and challenges.
- Provide subject matter expertise to clients on best practices for platform usage to achieve their business objectives.
- Communicate technical solutions in a clear, client-friendly manner.
- Advocate for client needs, identifying opportunities for product enhancements.
- Deliver timely and relevant client communications, ensuring transparency and responsiveness.
- Occasionally travel to client sites for training, implementation, or relationship-building.
Technical Implementation & Support
- Analyze client business processes and align them with platform capabilities for optimal implementation.
- Collaborate with Sales, Success, Product Development, QA, and Engineering teams to facilitate solution planning.
- Lead and support new product implementations, ensuring smooth transitions for clients.
- Manage backlog releases, monitor execution performance, and provide technical troubleshooting.
- Utilize Microsoft Excel, XML, HTML, and ticketing systems (e.g., Zendesk) to support client needs.
- Follow all policies around security and data protection to ensure compliance.
Team Collaboration Expectations
- Develop a strong understanding of FolderWave’s business and solutions.
- Foster a team culture that enhances performance and outcomes.
- Actively collaborate across departments to ensure client success.
- Support colleagues proactively and recognize team contributions.
Qualifications & Skills
- Bachelor’s degree preferred.
- 2-5 years of experience in client-facing roles within the cloud software industry.
- Strong technical proficiency, including Microsoft Excel, XML, HTML, and familiarity with ticketing systems (Zendesk or similar).
- Experience in admissions or financial aid is a plus.
- Ability to translate technical concepts into actionable client solutions.
- Strong problem-solving and analytical skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Exceptional written and verbal communication skills.
Why Join Us?
At FolderWave, we are committed to client success and continuous innovation in the education technology space. If you thrive in a dynamic, client-facing role that blends technical expertise with relationship management, we’d love to hear from you!
Job Type: Full-time
Pay: $55,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Experience:
- External client support: 3 years (Required)
- Cloud Software Industry: 3 years (Required)
- XML: 1 year (Required)
- HTML: 1 year (Required)
- ticketing system : 1 year (Required)
Ability to Commute:
- Westford, MA 01886 (Required)
Work Location: Hybrid remote in Westford, MA 01886
