Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. 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 diverse perspectives 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 listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with 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
- 3+ years of experience in a client-facing role in a SaaS environment or larger enterprise; 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
- 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
Preferred Qualifications:
- Experience working with large datasets (databases or CSV files)
- 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...
- Experience enabling and integrating with third-party SSO identity providers (e.g., Okta, Azure, OneLogin, etc.)
- Ability to drive complex projects to completion
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