Implementation Team Admin

Summary:

The Implementation Administrator role is responsible for supporting the Ylopo Implementations Team by providing reporting and configuring new client setup projects. The Implementation Administrator will oversee the Setup Pipeline and work with the Implementations Team to ensure clients move through the implementation experience in a timely manner.  This team member will process administrative tasks associated with the technical Ylopo account setup.  This role will require frequent internal and client communication.

Team members well-suited to this role will have a track record of being client-focused and providing exceptional service, both internally and externally within an organization. Attention to detail and exceptional organizational skills are a must.   This role requires excellent communication skills, both through email/tickets and over the phone. Candidates do not have to have prior experience working at software or marketing companies, but should be willing to learn the intricacies of the Ylopo product and understand how to guide clients through setup to use the product effectively. Most importantly, we’re looking for candidates who are quick-thinking, detail-oriented, patient, positive, and thoughtful.

Requirements: 

• Previous experience in a data analytics or administrative role
• Professional manner
• Consistent work habits and strong work ethic
• Strong organizational skills and attention to detail
• Ability to multitask, and work independently toward deadlines
• Strong written and verbal communication skills, ability to work well in a small group setting
• Positive demeanor, trustworthy character
• Ability to take the initiative and see projects and tasks through to completion
• Strong phone skills
• Advanced knowledge of Excel or similar

Responsibilities:

• The primary responsibility of this role is to provide support to the Ylopo Implementations Team via administrative and reporting tasks
• Manage all Implementations team reporting (daily, weekly and monthly)
• Encourage team members to follow up consistently with all clients in setup with pending roadblocks
• Respond (via phone/email/text) to all clients in a timely manner to provide a high level of customer support
• Process various Ylopo Setup forms
• Data entry into Ylopo’s systems of record
• Proactive outreach to clients in setup to schedule calls, complete tasks, engage in their setup project, etc.
• Speak confidently and professionally with team members and, at times, clients
• Serve as subject matter expert for Ylopo setup process and reports
• Ensure that the Implementations Team’s training materials are up to date
• Learn the ins and outs of Ylopo product
• Collaborate with sales, billing, marketing, international, and technical teams on special projects/phone outreach campaigns as needed

Specific Tasks:

• Create Basecamp project for each new client in setup
• Take on 1 set-up a month
• Assist in processing the IDX paperwork for the team
• Send lender paperwork for all clients in setup
• Conduct daily/weekly/monthly reporting of clients in setup (in Zendesk, Basecamp and Salesforce)
• Help ensure each team member's attendance to meetings
• Organize and update team files, resources and trackers including meeting minutes, announcements and the team BOB
• Assist in guiding new hires throughout the training process
• Answer any questions clients in setup have about the setup process, “going live,” or the Ylopo product 
• Ensure that all clients setups are moving forward and unresponsive clients are sent “Back to Sales”
• Manage “Back to Sales” and “Lost” clients, following the “Back to Sales” and “Move to Lost” protocols
• Ensure that the Parent Tickets of the clients who are live are being closed out in Zendesk.
• Help the Implementation Specialist get the answers to their questions posted in Slack channels  and continuously update our FAQ sheet.
• Serve as the Implementation Specialists’ buffer whenever they go on leave or is out for the day so the other Implementation Specialists will only have to focus on their own set-up
• Assist the Implementation Team Lead in pulling up data for the Weekly Coaching sessions and update the Weekly Coaching sheet
• On occasion, you may be asked to perform outreach to clients in setup
• Special projects may be assigned

System Requirements:

• Processor for both main and backup computer should be 2ghz and above, Intel core 5/7 is highly required
• Ram should be at least 8 gig with 100 gb Free disk space
• USB headset with noise canceling feature
• At least 10 mbps & up wired connection for main isp
• Back up internet is a must (strictly no USB Sticks allowed)

Shift Schedule: 9AM - 6PM Pacific Standard

Rate: PHP 35,000

MAGIC WORD: YLOPER

https://www.ylopo.com/about-us

https://www.ylopo.com/ph-culture-page