Maddison Pooley

I am Implementation Specialist at a construction software company, I have moved through a few different roles throughout my time at the company, those being Senior support specialist, Product specialist and now Senior Implementation Specialist.

These all play a crucial role in customer service and customer success as well as excellent communication and problem-solving skills.

Here are some key responsibilities and tasks associated with the role:

• Client Needs Assessment: Working closely with clients to understand their specific requirements and business processes. Conduct assessments to identify the client's needs, challenges, and goals related to the construction software.
  
• Customisation and Customisation: Customise the construction software to align with the client's unique requirements. Configure the software settings to optimise its performance based on the client's workflow.
  
• Training: Provide training sessions to clients on how to use the construction software effectively. Develop training materials and documentation to support the learning process.
  
• Data Migration: Assist in the migration of data from existing systems to the new construction software.Ensure the accuracy and integrity of the data during the migration process.
  
• Troubleshooting and Support: Provide ongoing support to clients, addressing any issues or challenges they may encounter during the implementation phase. Collaborate with technical support teams to resolve technical issues promptly.
  
• Project Management: Manage the implementation project, ensuring that it stays on schedule and within budget.
  Communicate project milestones, progress, and potential risks to both internal teams and the client.
  
• Feedback and Improvement: Gather feedback from clients during and after the implementation process.
  Use client feedback to identify areas for improvement in the software or the implementation process itself.
  
• Documentation: Maintain detailed records of the implementation process, including configurations, customisations, and client-specific information.
  Create documentation for best practices and troubleshooting procedures.
  
• Collaboration: Collaborate with cross-functional teams, including sales, development, and customer support, to ensure a cohesive and positive client experience.
  

• Office Management: Oversee day-to-day office operations, including maintaining office supplies, managing facilities, and ensuring a well-organized work environment.
  
• Calendar Management: Schedule appointments, meetings, and conferences for executives or team members within the finance company.
  
• Communication: Handle correspondence, emails, and phone calls, and route them to the appropriate individuals or departments. Act as a point of contact between internal staff, clients, and external partners.
  
• Data Entry and Record-Keeping: Enter and maintain data in spreadsheets or databases.
  Manage and organize financial records, client information, and other relevant documents.
  

• Customer Service: Greet customers and provide assistance as they enter the store. Assist customers in finding products, sizes, and styles. Answer customer inquiries about products, prices, and store policies.
  
• Sales Support: Encourage sales by suggesting complementary items, upselling, or informing customers about promotions and discounts. Process transactions at the cash register, handle payments, and issue receipts.
  
• Merchandising: Help with the arrangement and organization of merchandise on the sales floor. Ensure that products are properly tagged, labeled, and appropriately displayed to attract customers.
  
• Stocking and Replenishing: Unpack and check merchandise deliveries. Restock shelves and racks to maintain an organised and visually appealing store.