Intern Customer Success Implementation Officer

Are you interested in project management and fostering cross-functional collaboration? Do you have/or want to achieve small and large scale technology projects? Are you confident, assertive and driven to succeed? Then we may have something for you!

As Intern Customer Success Implementation Officer you will be part of the Customer Success team in Besedo, which is the ambassador of Besedo knowledge, solutions and product. It is responsible for implementations of new services and product and supports Sales & Marketing by using our expertise to win new clients. It also works continuously with Service Delivery teams on finding new ways to improve operational delivery via tools and processes and engages all levels of the organization to share knowledge, best case practices and elevate our expertise on the market.

Overview of the role:

As Intern Implementation Officer, you will be responsible for implementations for small to large scale clients. This can include onboarding of new services in Besedo operations, however the focus will mostly be implementation of our Implio product for the clients. With the supervision and assistance of our Senior Implementation Manager you will manage these projects from when the customer signs the contract to handover to a fully functioning team and ensure they remain well-aligned with client needs and consistent with contractual scope. Your role will be cross-functional and you will work with all parts of the organization.

As a part of the Customer Success team, you will also support Sales & Marketing with various external reports and analysis for the prospects. You will also foster cross-functional collaboration, engage the organization in effective knowledge sharing and educate Besedo functions about latest industry trends, our product and operational best case practices.

You will report to Senior Implementation Manager, the successful internship might lead to a full time position within the organization.

Results:

• Successful implementations of new services and product, both from operational and client satisfaction side.
• High quality reports for sales support completed on time.
• Access to a pool of knowledge that the company has accumulated over the years with focus on your growth and development.

Tasks and behaviors:

• Plan, document and lead implementations of services, solutions and product
• Set and document scope, timelines, milestones and risks for each implementations and continuously adapt/maintain them during project lifecycle
• Effectively communicate and coordinate with all stakeholders and ensure decisions, changes, tasks and meeting notes with them are actively documented and kept up to date
• Provide and escalate feedback on issues and challenges faced in a timely manner
• As part of implementation cycle, ensure client satisfaction through regular follow-up, client responsiveness and communication.
• Drive and document regular retrospective leading to improvements after every milestone during and also after the implementation process
• Collaborate on crafting new sales proposals and take a consultative approach towards clients
• Support Service Delivery with expertise in filters and product knowledge. This includes and is not limited to the delivery of expert reports, trainings, monthly knowledge forums
• Stay up to date with the industry knowledge and trends and help to educate the organization
• Maintain excellent working relationship and professional attitude towards colleagues in all centers

Skills and competences:

• Exemplary written and verbal communication skills with excellent command of English any other language will be considered an asset.
• Demonstrated project management skills, i.e. through leading technology projects and implementations.
• Exceptional ability to organize and identify resources required to implement identified projects.
• Team player with demonstrated ability to work with all levels of the organization (operations, product development, sales, marketing).
• Able to learn quickly and take decisions through an analytical approach .
• Solution oriented with a “can do” attitude.
• Takes initiative to produce improvements both internally and with clients.
• Able to prioritize work and respond quickly to changes and new projects in a fast paced setting.
• Tech savvy and proficient with the Microsoft Suite (Excel, Word, PowerPoint, Outlook).
• Knowledgeable on tools such as JIRA, Grafana, Postman & GitLab, together with manipulation of JSON and curl will be considered an asset.

Please submit your entire application material in English.