Implementation Specialist

Start Date: ASAP

Type: Fulltime salary noexempt position MondayFriday

Location: on site 3 days a week; remote 2 days a week 2103 Citwest Blvd. Houston TX 77042

Immediate Supervisor: Implementation Team Manager

Company Background

PCS Software Inc. is an AI platform for the transportation logistics marketspace providing the trucking industrys most effective transportation management system to improve fleet management delivery systems and increase profits for our customers. Through innovation and invention our software individualizes work routines consolidates workflows and streamlines management controls to improve accountability transparency and eliminate costly and redundant manual processes.

Trucking companies and freight brokers trust PCS to optimize their dispatch accounting and fleet operations. TL LTL Intermodal and freight brokerage services use our TMS automate operations easily access information and reduce inefficiencies to maximize sales and revenue. Founded in 1997 and located in Houston Texas PCS Software is the leading developer of hosted software solutions designed specifically for the ground transportation industry.

Job Description: Implementation Specialist

The Implementation Specialist is responsible for the successful deployment of PCS transportation management solutions for carriers shippers and brokers. The Implementation Specialist will take ownership of the software implementation and enduser training from the minute the sales contract is executed through the completion of golive by communicating constantly with the customer and creating and managing the implementation timeline with our customers.

The goal of the Implementation Specialist is to project the image of PCS Software Inc. professionally through telephone interaction webinars email communications project timeline updates training documentation etc. and to consistently optimize the customers experience. You must interact with customers and respond to their inquiries in a professional and courteous manner. This role offers a unique opportunity to grow your career in software support and implementation. You will play a vital role in guiding our customers through successful onboarding and helping them harness the full potential of our software solution. While it is not required that you have an accounting background or come from the trucking industry it is VERY helpful if you have corporate business knowledge of or an education in Accounting/Finance or Supply Chain Management. This position is also strongy focused on customer service. You need to be a people person to be successful at this position and enjoy helping people and teaching people how to use our system and be a trusted business advisor to them. This role also requires someone who is highly organized and enjoys a regular routine and can handle a heavy workload. While this role is generally 40hours a week there can be overtime required on a regular basis and thus this position is salary nonexempt.

Key Responsibilities:

• Customer Support: Provide comprehensive online support and training to customers on the use of our software. You are responsible for the setup of the PCS Software customer environment scheduling training sessions with the customers and tracking customer progress throughout the training process as well as highlighting optional integrations training classes addon modules and customizations that might benefit the end users.
• Onboarding: Guide new customers through the PCS TMS onboarding process ensuring a smooth transition.
• Process Alignment: Understand customers existing business processes and align them with our software capabilities.
• Troubleshooting: Resolve softwarerelated issues ensuring a seamless user experience.
• Ticket Management: Manage and update support tickets ensuring timely resolution through implementation.
• Knowledge Base Management: Create and manage user guides howto articles and demo videos to assist customers.
• Implementation Oversight: Monitor the of deliverables across multiple implementations.
• Data Migration: Assist customers in migrating existing data onto the PCS TMS platform.
• Trusted Business Advisor: Walking the customer through becoming an expert in our software and answer any questions customers may have on the accounting dispatch or general use of all modules.
• Customer Service: After a customer goes live on our software you are responsible for making sure the customer is happy and does not have any technical issues by scheduling weekly checkup calls with the customer for a designated periodoftime.
• Customer Success: Proactively participate in administering customer surveys reviewing the feedback creating reports tracking results and modifying training and project plans as necessary according to customer feedback on easeofuse data.
• Subject Matter Expert: You will learn the PCS software platform for shippers carriers and brokers and be able to support all aspect of our software to include: Dock and Yard Management Route Optimization Dispatch Accounting Fleet Management PCS Mobile Analytics and Reporting Freight Audit and Pay and third part integrations.

Desired skills and qualifications:

• Education: Bachelors degree required; STEM major or Business Administration required. Preference for Computer Science Computer Engineering MIS or CIS.
• Experience: Prefer a minimum of 1 year in technical/software support or B2B customer support or an internship.
• Customer Service: Exceptional customer service skills with excellent phone verbal and written communication abilities.
• Tech Savvy: Willingness to learn PCS TMS software (training provided. Experience with a help desk ticketing system is a plus.
• Experience with MS Office Suite.
• Authorization: You must be authorized to work in the United States (we cannot sponsor at this time).
• Location: Must be local to Houston and able to commute to our office a minimum of 3days a week.
• Strong Organizational Skills: Experience onboarding new software customers in an organized manner following a given project plan with formal timelines and documentation is a plus.
• Transportation Industry Knowledge: Experience in a trucking dispatch supply chain logistics or accounting industry is not required but a plus.
• Previous experience teaching training or managing new employees or team members virtually or in person in any environment is a huge plus.
• This position requires applicants to have a great deal of patience a good sense of humor and a friendly and helpful demeanor. We need Implementation Specialist who care about our customers and about doing a good job each day for each customer.
• Experience with Salesforce is preferred.
• Experience with Zoom is preferred.
• Bilingual communications skills are a plus as well. (Spanish or Indian dialects are a plus.

Success Factors:

• PCS hires individuals who thrive and excel in teams and demonstrate bigpicture thinking who are willing to explore new ideas are persistent when things do not go well and are committed to delivering and maintaining a high Do/Say ratio.
• PCS hires team members with strong communication skills both oral and written and can communicate with customers to understand their needs.
• PCS looks for candidates who demonstrate a desire for continuous training education and skill improvement.
• PCS employees must be enthusiastic positive and creative problemsolving ability that drive action and results.
• Detailoriented capable of handling multiple projects at once adept in navigating ambiguity and rapidly changing/competing priorities.

PCS Core Values:

• Initiative You take initiative as an owner and do not wait for direction to act.
• Accountability You own all the actions and results associated with your job including the byproduct of your work at PCS.
• CanDo Attitude You believe in yourself and always demonstrate an achievable attitude.
• Positive and Motivated You continuously radiate positive energy and raise the level of performance of those around you by keeping yourself and others positively motivated towards your daily weekly monthly and yearly goals.
• SayDo Ratio Do what you say and say what you do. You constantly deliver results that match the words you speak. You then keep your promises to deliver on time or keep your peers and management updated to avert a crisis.
• Integrity You are consistent and uncompromising in your strong personal and company values as well as ethical and business morals.
• Honesty You are always truthful and transparent in your actions during the difficult times not just the good times.

Why Join PCS

PCS Software Inc. rewards your hard work with amazing opportunities for career growth and personal development. If you want to be the newest member of a vibrant group of energized technology leaders in an innovative and entrepreneurial environment then apply online today to start building solutions that customers will love to use and join a company that truly rewards your hard work and values your talented contributions.

PCS Software Inc. is considered one of the best places to work because of our competitive compensation plans multiple medical benefit plans to choose from to fit your lifesytel and one with up to 100 company paid medical premiums. PCS also pays 50 of the vision insurance premium and 100 for vision insurance premiums. PCS also offers a 401k with a 4 match unlimited PTO package 8hours paid volunteer time annually hybrid work environment 3 days onsite; 2 days remote) voluntary disability and life insurance options for you and your dependents an employee EAP a truly creative and fun working environment paid training and development opportunities and amazing opportunities for career growth and personal development.

Work Authorization

PCS Software Inc. will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E F1 H1 H2 L B J or TN or who need sponsorship for work authorization now or in the future are not eligible for hire.

This job description provides many examples of the types of responsibilities required but is in not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document.

PCS Software Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex race color religion national origin age marital status political affiliation sexual orientation gender identity genetic information disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. We thank all respondents for their interest in PCS Software Inc. However only those selected for an interview will be contacted.

Direct applications from candidates only. This position is not open to agency submissions or inquiries.