Posting ID : A1068480204
Date Posted : 2015-08-18
Category : Customer Service
POSITION OVERVIEW -- IMPLEMENTATION COORDINATOR
The Implementation Coordinator guides new customers through our implementation process, gathering all necessary information for our Installation Team to install our software on the clients' food and beverage point-of-sale systems. The Implementation Coordinator also works with the customer after the Avero software has been installed to ensure that they are able to leverage the software effectively and to transition them to our Customer Success team. The Implementation Coordinator is also responsible for managing and improving Avero's customer implementation process.
This position reports to Avero's Vice President of Infrastructure Technologies, who oversees all aspects of technology for the company. The Implementation Coordinators works closely with both the Installation Team and the DATA Team (who provide technical support services). The Implementation Coordinator also works directly with some of the most influential and innovative minds in the hospitality industry and is the face of Avero to our new clients during the implementation process.
Review newly opened implementation cases in the Salesforce.com CRM and validate all information
Create installation cases in the Salesforce.com CRM for the Installation Team
Work with members of the Sales Team to schedule and lead an implementation launch call with new customers
Gather all information required by the Installation Team to complete the software installation. This information can include remote access details, MS Windows usernames/passwords, point-of-sale login information and other system specific data points.
Effectively communicate with the customer throughout the implementation and installation process to keep them informed of the current status and estimated completion dates.
Perform post-installation tasks to allow customers to use the Avero software immediately upon completion of the implementation process
Ensure new clients experience a smooth transition from the Installation Team to the Customer Success team when the implementation is complete
Takes personal accountability for meeting or exceeding established metrics and customer expectations
Assist with other duties and special projects as needed
Proficient use of Microsoft Office programs (Microsoft Word, Excel, PowerPoint, etc.)
Must be well organized and able to accurately track customer activities
Excellent communication skills, both verbal and written
Demonstrate self-confidence, energy and enthusiasm
Present ideas, expectations and information in a concise, well-organized way
Establish, measure and effectively evaluate processes, policies and procedures
Demonstrate ability to efficiently manage multiple efforts and tasks
Experience in the hospitality industry experience a plus
Experience with Salesforce.com or other CRM a plus
COMPANY BACKGROUND -- AVERO, LLC
Avero is the leading provider of web-based and mobile business intelligence and analytical applications for the hospitality industry. We help restaurateurs and finance operators drive revenue, improve profitability, provide a superior guest experience and outperform the competition. Avero's applications can be integrated seamlessly with any POS.
We process more than $21 billion in annual F&B transactions and have over 26,000 users in 47 countries, including many of the most renowned restaurants, casinos and hotels in the world. Headquartered in New York City with offices in Dallas, Las Vegas, Chicago and Singapore, the company is led by former hospitality professionals including CFOs, chefs, owners, sommeliers and operators.
Comprehensive Benefits package includes great medical, dental, and vision insurance
100% employer covered short & long term disability and life insurance, 401(k) options
Flexible Spending benefit account for tax free health care and dependent care expenses
Company lunches, Wine Tastings, Bagel Thursday, Avero Happy Hours
Cooking challenges, pot-luck dinners, bake-offs, and many more food inspired events