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Implementation Specialist

Sales

Ottawa

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About SurveyMonkey

SurveyMonkey (NASDAQ: SVMK) is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions and integrations enable 335,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture, we are building a workplace for our 1,000+ employees across North America, Europe, and APAC where people of every background can thrive. We’ve won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals. 

SurveyMonkey was recognized by Great Place to Work® and FORTUNE as a top workplace in 2018 and 2019, and the company has also won numerous awards as a leader in global survey software, including being named among CNBC’s Disruptor 50 and the Forbes Cloud 100. 

Over the past two years we’ve become a public company and expanded our platform with enterprise-grade features in privacy, security and compliance, putting SurveyMonkey on the path to rapidly expand our presence within the Fortune 500. We have ambitious goals to grow our international footprint as well, and every member of our troop plays a critical role in driving this growth and transformation. It’s an incredible time to join the company and be a part of our next chapter!

The Role

As an Implementation Specialist for SurveyMonkey Apply you are the bridge between the expectations of the sales process and the hard facts of reality. Your skills at communication, critical thinking, problem solving, and collaborative work make the difference between a client that is satisfied, and one that is shouting from the rooftops. Our product changes the way organizations work and enables them to do more than ever before. And when you’re working with some of the world’s most amazing non-profit organizations and foundations, that change translates into more impact out in the world. (Want to see how? Check out this story! https://apply.surveymonkey.com/case-studies/ )

Our implementation team is looking for a client facing, results-oriented individual to join the team and work with customers on designing and configuring their Apply site. You will be responsible for analysis, design, configuration and testing of our market-leading solution so that it meets client-specific requirements, helping organizations of all sizes realize the impact they can have with our solutions, and solving interesting problems to drive the desired customer outcome.

Responsibilities 

  • Working closely with clients, managing client expectations and ensuring customer satisfaction
  • Facilitating requirements gathering workshops and document solution designs
  • Configuring FluidReview and SurveyMonkey Apply software solutions to satisfy client-specific business processes, rules and other functional requirements
  • Collaborating with technical consultants regarding business requirements for integration, data conversion and complex business logic
  • Testing the fully configured application to ensure the solution is producing expected results
  • Supporting Client User Acceptance Testing and issue triage and resolution
  • Delivering formal training (Webinars) to client project team members and/or end users
  • Providing knowledge transfer to client project team members throughout the project lifecycle
  • Managing multiple accounts, deadlines and milestones
  • Tracking and communicating client issues and proactively troubleshooting and resolving problems
  • Contributing to FluidReview and SurveyMonkey Apply documentation and training materials

Qualifications

  • BS/BA degree or equivalent in relevant work experience
  • Excellent communication, presentation, facilitation, time management and interpersonal skills
  • Excellent client relationship skills and ability to manage client expectations
  • Must be comfortable with calling clients and engaging them in a conversation
  • Experience configuring business logic in a web-based platform
  • Understanding of business requirements definition, review of functional specifications, test plans, testing, user training, and deployment
  • Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction
  • Well-developed computer skills, and a working knowledge of the Windows environment including MS Word, Excel, PowerPoint, MS Project and Outlook

Preferences

Bonus bananas for…

  • Working knowledge of French (written and oral)
  • Experience using SurveyMonkey products (FluidReview or SurveyMonkey Apply)
  • Experience implementing COTS solutions in private and/or public sector organizations
  • Experience with Salesforce, JIRA, SSO
  • Experience defining and documenting business processes and transaction flows
  • Teaching/Tutoring experience

Must be able to obtain and hold government security clearance at the Reliability level.

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, RRSP matching, and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

Accommodations are available for applicants with disabilities.

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