Implementation Specialist

The Implementation & Client Training Specialist will play a pivotal role in onboarding and training of our direct-to-customer products. This individual will possess comprehensive knowledge of our cloud-based products, enabling them to swiftly and efficiently educate customers on leveraging our solutions for maximum benefit. Working closely with sales, technical, and product teams, the Implementor will ensure seamless collaboration to drive customer success.

What you will do:

• Customer Onboarding & Training: Oversee the end-to-end implementation process for new customers (30–120 days), including kick-off meetings, installation guidance, data quality confirmation, and delivery of comprehensive onboarding and training. Provide specialized instruction on payroll processing features and construction-specific requirements such as union rules, project-based pay, certified payroll, compliance reporting, and local labor laws.
• Collaboration & Efficiency: Partner with technical teams to ensure efficient and effective onboarding. Monitor customer progress, provide supplemental training as needed, and ensure a smooth transition to full product adoption.
• Customer Communication & Support: Maintain exceptional communication with customers throughout onboarding. Address questions and concerns promptly, and provide accurate, timely responses via phone, email, chat, and other channels to ensure satisfaction.
• Training Development: Gather and analyze customer feedback to refine and improve training content. Collaborate with sales and product teams to design and implement targeted training strategies that address customer needs.
• Product & Process Improvement: Identify opportunities for product and service enhancements. Document and report defects, track error trends, and work cross-functionally to address customer risks and improve the user experience.
• Knowledge & Continuous Learning: Maintain deep knowledge of hh2’s SaaS products and services, including new features, updates, and releases. Actively participate in team meetings, training sessions, and strategy discussions to enhance implementation practices.
• Additional Duties: Perform other tasks as requested by management to support customer success and company objectives.

What you will need:

• Communication & Presentation: Excellent oral and written communication skills, with the ability to present information effectively to all levels of an organization and explain complex concepts clearly and concisely.
• Customer Focus: Customer-oriented with a high level of professionalism, empathy, and patience, committed to helping customers succeed and ensuring satisfaction.
• Analytical & Problem-Solving: Strong troubleshooting skills with high technical aptitude, accuracy, and efficiency; able to diagnose issues, identify root causes, and implement effective solutions
• Organization & Project Management: Highly organized and self-motivated, with proven ability to manage multiple priorities, meet deadlines, and lead projects independently or as part of a team.
  Adaptability & Learning: Quick to learn and adapt in fast-paced, data-driven environments, able to adjust to new technologies, processes, and evolving customer needs.
• Training & Instruction: Proven experience as a trainer in SaaS or related environments, skilled in developing and delivering effective training programs, knowledgeable in adult learning principles, and proficient with instructional technologies and tools.
• Technical Skills: Proficient in SQL for database navigation and troubleshooting, experienced with APIs, Office 365, Teams, Salesforce, and ticketing systems.
• Industry Knowledge: Understanding of payroll systems and construction-specific payroll requirements, including union pay rates, labor costs, and compliance.
• Collaboration & Leadership: Strong ability to motivate and work cross-functionally, fostering teamwork while driving results.
• Qualifications: Bachelor’s degree in a related field or equivalent work experience.

Benefits & Perks

• Competitive compensation
• Generous PTO policy
• 401(k) matching program
• Fantastic medical, dental, vision & life insurance coverage
• Be part of a fast-growing company with a strong mission and innovative products
• Work in a collaborative, remote-friendly environment that values initiative and creativity
• Make a significant impact by shaping the future of our partner ecosystem

ABOUT hh2 
For over two decades, hh2 Cloud Services has been the go-to back-office platform for the construction industry. We make running a contractor’s business smoother, handling everything from time entry to HR management with ease. With hh2, contractors can ditch the paperwork and focus on building. Our solutions simplify operations and boost efficiency; all tailored to the unique needs of construction.