Specialist Implementation

Boys & Girls Clubs of America named "One of the Best Nonprofits to Work for in 2017, 2018 and 2019" Indeed.com
Boys & Girls Clubs of America is the nation's premier youth development organization. Our programs, training and services impact nearly 4 million children and teens every year. We are always looking for qualified professionals with a passion for improving young lives, as a member of our national staff. We have strong values, embrace diversity and offer great benefits to allow our employees to maintain work/life balance.
LOCATION: Remote - USA
Summary
Under the direction of the Manager of Implementation, the Implementation Specialist is responsible for guiding Clubs through their transition from their present-day club management systems to MyClubHub . This includes but is not limited to the leading of Clubs through a pre-defined multi-week implementation plan, user training, system customizations and data conversions. The Implementation Specialist will also share responsibility with peers to provide ongoing client support and consulting to Clubs to ensure the maximum benefit from MyClubHub .
Responsibilities
Implementation Support
Facilitate client meetings to set expectations, answer questions and communicate process and data requirements for Clubs.
Manage, review and provide feedback for Clubs on required implementation documentation.
Support Clubs in their completion of required documentation (i.e. assessments, migration mapping)
Host weekly task/accountability meetings with org. points of contact and weekly training sessions for cohort participants
Manage organization progress and make recommendations if/when an organization needs more time to prepare
Identify ways to improve the implementation processes in order to improve efficiency and effectiveness over time.
Training Development & Facilitation
Develop training modules in a variety of modalities to support training of youth development professionals and managers
Use content creation software to create and/or edit training
Track training in prescribed technology platform
Facilitate virtual, technical training for large groups of Club staff
Follow-up with local clubs and organizations on training gaps
Ongoing Client Support
Respond to and resolve product or service problems by clarifying the customer's question/complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Recommend potential business practices by collecting customer information and analyzing customer needs
Manage large amounts of incoming calls and document support in prescribed technology platform
Build sustainable relationships of trust with clubs through open and interactive communication
Other
Participate on cross-functional project teams, as required
Perform other duties as assigned by the Director of Implemenation
Demonstrate BGCA mission driven values of integrity, excellence and inclusion and integrate into work environment and ways of work Adhere to organizational policies and procedures as described in BGCA’s Employee Handbook, Ethics Policy and elsewhere
Qualifications
EDUCATION AND EXPERIENCE
Bachelor’s degree required.
Minimum of 3 years of experience in training, implementation, and/or support
2 years Salesforce experience
Certified Salesforce Admin, or willing to gain certification after employment
Skills
Technical Skills
Solid understanding of relational databases and data best practices
Advanced Salesforce proficiency
Advanced proficiency in MS Office, especially Excel
Plans, Organizes, and Manages Time Effectively
Figures out the simplest processes necessary to get things done
Orchestrates multiple activities to accomplish a goal
Scopes out projects accurately
Breaks down projects into tasks, develops schedules, makes assignments; organizes people and activities
Creates an Approachable Environment
Possesses a sense of humor
Is sensitive to and patient with the anxieties of others, particularly related to data
Practices attentive and active listening
Demonstrates Intelligence and Perspective
Is bright, intelligent, sharp, capable and agile
Deals with concepts and complexity comfortably
Learns quickly when facing new problems
Is open to change; enjoys the challenge of the unfamiliar work
Deals with Ambiguity
Shifts gears with ease
Can act without having all the information at hand
Handles risk and uncertainty
Demonstrates Confidence and Credibility
Enjoys leading teams and projects
Sets strong but flexible standards
Takes personal responsibility
Consults
Makes self-available for consultation to individuals/organizations
Helps the client look past surface issues to get to root causes
Offers relevant tools, information, and recommendations to cover gaps in client skills/knowledge
Offers deliverables and brings issues to closure in a timely fashion
Designs Work Systems
Committed to continuous improvement through management by data
Is open to suggestions and experimentation
Creates a learning environment leading to efficient and effective work processes
Priority Setting
Spends time on what is most important
Quickly zeros in on the critical few and put the trivial aside
Can quickly sense what will help or hinder accomplishing a goal
Eliminate roadblocks and creates focus
Customer Focus
Is dedicated to meeting the expectations and requirement of customers
Gets first hand customer information and uses it for improvements in products and services
Acts with customers in mind
Establishes and maintains effective relationships with customers
Gains customers’ trust and respect
Environment And Working Conditions
Normal internal office environment.
No travel expectations
Physical And Mental Requirements
High energy level, comfortable performing multi-faceted projects in conjunction with day-to day activities, good reasoning abilities, sound judgment and the ability to work under time pressures. Physical requirements include sight, hearing, sitting for more than four hours a day and other physical requirements required performing the essential functions in this position.

Work arrangement
No