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Sr. Implementation Specialist

Raleigh, NC

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2’s 2023 Best Global Software Companies. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft. 

The Implementation Team within Customer Experience plays an integral role at Lucid Software by setting up each of our customers for long-term success. Each Senior Implementation Specialist (“IS”) impacts the business by providing the foundation our customers need to use and adopt our suite of products most effectively. 

Responsibilities:

  • Provide a best-in-class onboarding experience for Lucid customers across all segments
  • Develop an understanding of your customers’ business objectives and success criteria, as well as a strategy for supporting the customer in achieving those objectives through successful implementation of the Lucid suite of products
  • Engage directly with stakeholders inside customer organizations to deliver a variety of customized, technical professional service offerings in a professional, timely, and profitable manner
  • Serve as a subject matter expert through the successful delivery of technical solutions within broader implementation projects, including (but not limited to) customer migrations, SSO and SCIM configurations, integrations, account consolidations, etc.
  • Align early with account teams, and prospective customers, in order to appropriately scope projects and set correct expectations
  • Re-engage, when necessary, with customers post-implementation to execute on new, or previously identified, initiatives that may require technical configuration and/or migration support
  • Required work in office on Tuesdays and Thursdays to more effectively collaborate with other colleagues in the Revenue Organization.

Requirements:

  • Bachelor's degree with strong academic performance
  • 2+ years of experience in a client-facing role; preferably in an implementation, implementation consulting, customer success, technical solutions, or technical support capacity
  • Experience in a technical field (e.g., engineering or IT), or strong technical aptitude and passion to become a subject matter expert on the Lucid suite of products and our partner integrations 
  • Strong organization and attention to detail
  • Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users

Preferred Qualifications:

  • Experience in a technical field (e.g., engineering or IT), or strong technical aptitude and passion to become a subject matter expert on the Lucid suite of products and our partner integrations 
  • Experience in one or more of the following areas is a plus: innovation, organizational agility, software architecture, digital transformation, cloud migration, product development, digital transformation, change management, Hybrid work, etc...
  • Previous experience working in a SaaS environment or large enterprise, preferably in a client-facing position
  • Experience enabling and integrating with third-party SSO identity providers (e.g., Okta, Azure, OneLogin, etc.)
  • Empathy and a passion for problem-solving
  • Outstanding task management skills across a varied set of responsibilities in a fast paced, high-volume environment
  • Ability to thrive in a fast-paced, start-up-type environment
  • Bias towards finding solutions vs. shutting down ideas
  • Ability to drive complex projects to completion

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