Implementation Specialist at ZenQMS – Ardmore, Pennsylvania

About ZenQMS

From life-saving therapies to sustainable materials, today’s scientific breakthroughs are reshaping our future. Yet as science accelerates, the challenge isn’t discovery, it’s maintaining the highest standards of quality at speed and scale.

At ZenQMS, we’re redefining quality for the Life Sciences industry. Our mission isn’t just to elevate the role of quality, it’s to empower science to move faster. Trusted by regulated companies around the world, our digital quality management platform simplifies compliance, streamlines operations, reduces risk & drives continuous improvement. ZenQMS is built by quality leaders who believe quality teams deserve better, “less stress” solutions that make their lives easier, innovation faster, and consumers safer.

Our team and broader community are organized around our core values: be kind, always be improving, be part of the community, and keep it simple.

Join us to help bring modern, simple quality solutions to innovators in the Life Sciences!

About the role

An Implementation Specialist fulfills a key role within the ZenQMS Client Services team. Its essential functions are dependent upon the individual’s ability to communicate and develop positive relationships with our new and existing clients, as well as our internal team. They serve as the main point of contact during the first key phase of the customer’s journey with ZenQMS; more specifically, this role will be the first impression of our company’s culture and client-first attitude. This position governs our company’s ability to begin the revenue cycle, obtain new clients, and retain and deepen existing client relationships.

While they onboard and implement new clients using our proprietary tools, they also provide thorough and thoughtful implementation solutions and work with clients to configure and implement their existing quality approach all while assisting them in improving their overall quality processes by expanding module usage and streamlining configurations. The Implementation Specialist role is key to a client's successful use of ZenQMS and overall retention. This role will report to the Manager of Implementation and Support.

What you'll do

You can expect to begin your training working on the Client Support team; this experience will foster expert-level knowledge of the application and our clients’ needs. After this period, learn the ZenQMS implementation process, configuration basics, clients’ quality requirements (by working with our Quality team), and our utilization of our proprietary tools and platforms used to complete the job functions.

From the initial training you are then expected to take these learnings and translate them into successful implementations that cultivate positive and productive long-term client relationships. You will frequently interact with clients (via phone calls, online meetings, and emails), problem-solve, synthesize and migrate client data/configurations, host live trainings, and propose new usage solutions.

You will effectively communicate client’s needs and feature requests to internal departments within ZenQMS, work with other departments to streamline implementation process and continuously improve client’s overall experience. You will also schedule check-ins throughout the first year of a clients journey post go live to ensure they are using the system, are happy and continue to implement the remaining modules. There may be other projects or tasks that you will be asked to assist with that will add to the overall success of the company.

Important qualifications

• Bachelors Degree strongly preferred
• 2-5+ year experience in a customer facing role is required
• At least 2 years of experience in software implementation is strongly preferred
• Local candidates must be able to work out of our Ardmore, PA office 2-3x per week. East Coast candidates must be able to come to our Ardmore, PA based office 1-2x per month and West coast/ Central candidates must be able to come to our Ardmore, PA office 1-2x per quarter. Additional travel is required for quarterly team meetings and/or client-facing events. We'll do our best to align your in-office dates with these events to help minimize additional travel.

What you'll bring

• Analytical – Ability to synthesize information to identify and understand issues and solutions
• Critical Thinker – Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Highly Organized – Ability to multi-task and handle multiple ongoing projects at once
• Detail Oriented – Understands that the small details matter and that these details can build client trust, respect, and appreciation
• Project Management – Strong project management skills, including defining scope, building and managing project plans, aligning cross-functional stakeholders, mitigating risks, and delivering implementations on time
• Flexible – Comfort working in a fast-paced environment. Willingness to absorb team members’ input and change direction when needed
• Clear Communicator – Ability to write and present effectively, both in-person and over the phone/web meeting
• Team Player – Ability to foster and maintain strong working relationships within the company. Ability to complete tasks, work cooperatively, while being kind and cordial to all other ZenQMS team members
• Adaptable - Ability to respond to changing circumstances and to manage, solve problems, and provide solutions in a climate of ambiguity
• Technology Skills – Possess intermediate to advanced Microsoft Suite knowledge (Word, Excel and PowerPoint) #LI-DNI