Customer Implementation Engineer Jobs

WHO WE ARE

Here at FPG we believe in the potential of people. We transform front desk operations into profit centers for the leading hospitality brands worldwide by elevating the performance of their frontline agents, while enhancing guest satisfaction, through our proprietary software IN-Gauge.

WHO YOU ARE

You are genuinely excited by new technologies, have a constant appetite for something new and a passion for data. You have 4+ years of experience working as a Software Implementation Engineer/Specialist in a SaaS environment or similar role. You are proficient in the use of application (especially SAAS based) support, data management systems as well as being able to work well as part of a team. You have a healthy sense of urgency and are able to visualize and track ticketing queues and project timelines in real time. You can demonstrate sound technical knowledge as well as exceptional analytical, communication, and customer service skills.

WHAT YOU WILL DO

You will play a fundamental role in delivery customer fulfilment to the “end users” of our proprietary software IN-Gauge and to our entire tech infrastructure. You will engage directly with “technical and non-technical customers” as well as FPG Team Members and therefore the ability to communicate with intelligibility is essential. Working with customers is a major focal point. However, you will also work closely with internal teams such as: Sales, Operations, Customer Implementation, Data Engineering. To achieve success, you will implement our hybrid agile methodology, liaise daily with your team members, constantly demand help and support while always providing questions and feedback. The Implementation Engineers report to the Director of Implementation.

The focus of this position is SaaS Implementation, the process of activating our software to new customers. This process involves setting up and configuring our SaaS application to meet the specific needs of the business, training end users as well as ensuring that the application integrates smoothly with the customers (Hospitality sector) Property Management Systems.

The main objective of the Implementation department is to activate as many customers as possible in the shortest period with accuracy, compliance, and quality.

HOW YOU WILL DO IT

Implementation Engineers have access to IN-Gauge, Jira Service Desk and Customer Data.

• Become an expert in Hospitality PMS (Property Management Systems) knowledge, documentation and challenges
• Solution based attitude to validate headwinds and provide recommendations.
• Manage implementation projects from start to finish, executing or Implementation Framework while maintaining communication throughout the course of the project to meet customer expectations.
• Produce and manage client-facing and internal technical documentation.
• Communicate with clients and internal FPG teams, throughout the Customer Activation process to obtain feedback and approval with the objective of accelerating time to activation in ING.
• Meet with new clients to configure and extract IN-Gauge required data points and agree data rules.
• Ensure IN-Gauge is configured for the customer as per requirements.

Meetings

Implementation Engineers are expected to lead or actively participate in the following meetings:

• Daily Stand-ups (internal)
• Change/Feature Requests
• Synchronize team’s work
• Discuss impediments / challenges blocking team’s work Production Related Issues
• Data Discovery / Report Configuration (external)

Based on FPG needs, the Technical Support Specialist will be required to actively participate in Special Projects or Task Forces.

How is performance measured

• Compliance to Framework
• Time of Created Ticket vs. Resolved
• Number of Escalations and issues reported during the first four weeks after launch
• Number of Customer Activations
• Average Time to Customer Activation
• Number of Customer Focus Sessions

DESIRED SKILLS AND EXPERIENCE

• Experience with S3, Windows Remote Desktop, Linux, AWS Transfer Family (or SFTP Models) Functionality
• Excellent time management skills
• Bachelors degree in Computer Science or related field, or equivalent experience
• Technical understanding and mindset with Software Systems
• Excellent time management capabilities
• Proficient in MS Office suite of applications
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Knowledge on SQL (How to Run/Understand Queries)
• 4+ years of experience working as a Software Implementation Engineer/Specialist in a SaaS environment or similar role
• Experience with Data Visualization Tools (AWS Insight, sqlWorkbench etc…)
• Mindset to explain technical issues to technical and non technical customers and employees
• Experience with Jira, Confluence, Trello, DocuSign
• Ability to prioritize tasks and delegate
• Excellent interpersonal and customer service skills
• Able to multi-task and perform in a fast-paced environment

Highly Preferred

• Technical Knowledge of Windows Server 2016+, AWS Cloud Services (S3, Ec2)
• Experience implementing SaaS applications
• Understanding of Data Modeling
• Familiarity with Data Extraction, Data Processing and Data Analysis
• Domain knowledge Data Visitation, Manipulation

COMPENSATION AND BENEFITS

COMPENSATION

Base Salary $60,000-$75,000 + monthly incentive (approximately 10%)

BENEFITS

Full range of benefits to all regular, full-time employees and their qualified dependents as outlined below.

Benefits effective date 1st day of the month following date of hire:

• Employer paid Short-term Disability & Employer paid Long-term Disability
• Employer paid Accidental Death & Dismemberment Policy ($100,000)
• Employer paid Life Insurance Policy ($100,000)
• Employer contribution toward company sponsored health plans
• Paid Time Off and annual holiday closure
• Parental Leave (Maternity, Paternity, and Adoption Leaves)
• Dental & Vision plans offered
• 401K participation, with 4% Employer Matching Contribution