Implementation Specialist

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Labster is a fast-moving award-winning company that focuses on revolutionizing the way science is taught to students all over the world.

We develop fully interactive advanced lab simulations and combine these with gamification elements such as an immersive 3D universe, storytelling and a scoring system to stimulate curiosity and highlight the connection between science and the real world. 

At Labster, we are dedicated to empowering the next generation of scientists to change the world. We value impact, being bold, learning, collaboration and having fun whilst we do it.

With 20+ nationalities placed in offices in Bali, Zürich, Copenhagen, and Boston, you will find yourself in a truly international environment, where engagement, values, job satisfaction are goals of equal importance to the financial goals of the company.

The organization 

We have replaced the conventional management hierarchy and organized ourselves using Holacracy.

Holacracy is a method of decentralized management and organizational governance, in which authority and decision-making are distributed throughout a holarchy of self-organizing teams rather than being vested in a management hierarchy. No more top-down management.

We believe in finding talented people and organizations that empower them.

 The Role

The Implementation Specialist is a member of the Labster Customer Success team. As an Implementation Specialist at Labster, you will be responsible for providing client access, training & enabling clients on the Labster platform and driving the adoption of the product once a client begins using Labster in their course. You will work with educators to ensure they have a smooth and effective onboarding experience. To be successful in this role you will need to utilize effective communication skills, manage and meet client deadlines and work in partnership with members of internal teams to assure Labster clients are set up for success.

Key Responsibilities: 

Lead Client Onboarding

  • Manage handoff from sales and determine escalations back to sales/customer success management as necessary
  • Ensure that all items on the implementation task list are completed for each implementation
  • Track project status and ongoing tasks to be completed through Gainsight
  • Provide clients with access and technical assistance to set up their Labster course 
  • Lead client training to enable all users on the Labster platform 
  • Act as a Labster subject matter expert

Monitor Client Success

  • Lead immediate post-launch activities including check-ins with the client, ensuring the product is adopted by the client 
  • Provide post onboarding technical support to ensure a successful product launch

Work Cross-Functionally

  • Anticipate, manage, and escalate concerns. Identify which issues to raise to which internal team
  •  Ensure a smooth and efficient onboarding process
  • Transfer project knowledge to Labster’s customer success management team
  • Track any product bugs and communicate requirements for product improvements clearly to the Product team

Qualifications: 

  • Bachelor's degree or equivalent work experience 
  • 0-2 years of experience with Customer Support and Implementation 
  • Previous experience working in a SaaS company preferred 
  • Customer Service - enjoys interacting and connecting with people and is driven to help others with a “can-do” attitude 
  • Effective Communication / Interpersonal skills 
  • Ability to multitask

 

Labster Vision: Empower the Next Generation of Scientists to Change the World 

For more information on our company vision to empower the next generation of scientists to change the world, please see video links below: 

BBC News: https://www.bbc.com/news/av/te...

Techcrunch: https://techcrunch.com/2021/02...

TED Talk: see our founder's TED talk here 


Additional information

  • Remote status

    Temporarily remote

Or, know someone who would be a perfect fit? Let them know!

Labster, Boston

561 Windsor St
02143 Somerville Directions View page

Workplace & Culture

With 20+ nationalities placed in offices in Bali, Zürich, Copenhagen, and Boston, you will find yourself in a truly international environment. We value and protect engagement and empowerment as we believe that the best results are created by engaged and inspired team members. 

Labster is a Holacracy company where authority and decision-making are distributed throughout self-organizing teams. Don't misunderstand though - Labster offers great and healthy leadership; just with far less top-down management.

Already working at Labster?

Let’s recruit together and find your next colleague.

email
@labster.com
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