Implementation Specialist II

Implementation Specialist II

Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Square and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly.

At Helpshift you’ll have the opportunity to work with today’s leading B2C brands as they begin their journey to provide the customer support experience that their customers want and need. We’re looking for self-starters, with a bias toward action that can clearly articulate their data-centric points of view and effect experiential change, to join us in revolutionizing customer relations. If you’re excited to learn more about cutting edge technology including mobile-first asynchronous messaging, Bots, and AI, we’re the Customer Success team for you!

Job Summary:

You will be responsible for ensuring our in-product solutions are aligned with the client’s objectives and technology stack along with the architectural analysis and project management. Building on the strong foundation of Helpshift, this senior role involves leading the strategies of in-product solutions that meet complex business needs. 

Responsibilities:

• Must be able to implement Helpshift Android, iOS, Unity and other SDKs on target platforms; have an understanding of the different feature sets and capabilities of each.
• Must be able to navigate and configure Helpshift’s administrative tools, including AI products and bots.
• Independently develop requests for proposals for strategic and enterprise customers, applying technical writing principles for strategy documentation.
• Showcase Helpshift API capabilities through demonstrations, including video and PowerPoint presentations.
• Effectively communicate with clients and cross-functional teams to translate business requirements into viable product solutions, ensuring alignment with customer needs and product capabilities.
• Create datasets and reports on BI tools like Power BI, Tableau & Looker.
• Efficient with time and project management to handle multiple projects simultaneously.
• Program proficiently in languages like Python, JavaScript.
• Mentor and train junior engineers.
• Manage implementation partners and oversee the integration of complex systems.
• Establish strategic relationships with key contacts in major brands.
• Efficiently lead Sprint and Incident retrospectives to completion, encompassing data gathering and documentation creation.

Requirements and Skills:

• A minimum of 5 years of SaaS experience with a track record of technical project management and solution architecture.
• Experience and the ability to lead & guide teams through complex project implementations.
• Advanced project management skills, with an emphasis on leading customer-facing initiatives.
• Understanding of programming languages like Python, Node.js is mandatory. 
• Understanding of technical SaaS concepts like APIs, & cloud computing mandatory and having knowledge of SDKs is a plus.
• Understanding of automation tools like power automate, logic app or Zapier is a plus.
• Exceptional organization skills and efficiency in task management.
• Strong communication skills for effective collaboration with various stakeholders.
• Proficient in Microsoft office tools, including data analysis in Sheets/Excel.

Closing: 

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

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