Platform Implementation Specialist

My client is seeking a skilled and motivated Platform Implementation Specialist to join their Platform Implementation Team. In this role, you will collaborate with the Leadership Team, Platform Support Specialists, and Client-Partners to implement and deliver cutting-edge omnichannel experience platforms for both Canadian and US markets, ensuring the highest levels of client satisfaction.

Reporting to the Manager of Platform Services and the leadership team, this role involves working closely with the platform team to implement, train, and deliver software solutions for valued Client-Partners. The ideal candidate will possess a combination of technical and communication skills to ensure the successful deployment of software solutions.

Role Location: This position is a hybrid role, with an office location at Adelaide and Spadina in Toronto. The Platform Implementation Specialist will work both remotely and in-office, with a requirement to work in-office for 10 days a month (Tuesdays, Wednesdays, and every second Thursday). Starting in January 2025, the in-office schedule will increase to 3 days per week.

This hybrid setup offers flexibility while ensuring effective collaboration with both the internal team and clients.

Your Role:

• Collaborate with clients to gather requirements, understand business processes, and define project goals for software implementation.
• Configure software solutions, including account opening, loan origination, CRM, data warehouse, and ECM modules, to meet client needs and specifications.
• Conduct software installations, configurations, and support integrations according to best practices and established procedures.
• Provide training and support to end-users, administrators, and stakeholders on how to use the platform effectively.
• Assist clients with data migration, conversion, and validation, ensuring a seamless transition to the new platform.
• Troubleshoot technical issues, system errors, and performance issues during and after implementation, collaborating with internal teams and vendors as needed.
• Document implementation processes, configurations, and customizations for future reference.
• Communicate regularly with clients, project managers, and internal teams to provide updates on project status and any issues.
• Work closely with Sales, Product Management, and Development teams to provide feedback from client implementations, contributing to product improvement.
• Stay informed about industry trends, technologies, and best practices related to software implementation and financial services.

Success Criteria:

Critical:

• Strong analytical, problem-solving, and decision-making skills.
• Ability to adapt quickly to changing priorities and support team members through challenges.
• Independent problem-solving abilities and the capacity to work autonomously.
• Driven, energetic, and goal-oriented while maintaining a fun and collaborative work environment.
• Flexibility to support customers outside of normal business hours on critical issues.
• Proven experience in software implementation, project management, or related roles, ideally within the financial services industry.
• Excellent communication, interpersonal, and presentation skills, with the ability to explain technical concepts to non-technical stakeholders.
• Strong technical skills in software installation, configuration, and troubleshooting (experience with similar banking software is a plus, but training will be provided).
• Detail-oriented with a focus on delivering high-quality results and exceeding client expectations.
• Ability to work both independently and collaboratively in a fast-paced environment, handling multiple tasks and priorities effectively.
• Familiarity with project management methodologies such as Agile or Scrum is helpful.
• Willingness to learn and adapt to new technologies, software products, and industry regulations.
• Flexibility to travel occasionally for client engagements, training sessions, and project implementations.

Valuable:

• Experience working with financial institutions or banking software solutions is highly desirable.
• Proven experience in software implementation, technical support, business analysis, quality assurance, or similar roles, ideally in the financial services industry.