Customer Implementation Specialist
Morneau Shepell
Toronto
4d ago

Build a meaningful career

At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.

The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve.

Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Customer Implementation Specialist

LifeWorks by Morneau Shepell

LifeWorks

LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform, LifeWorks by Morneau Shepell.

We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, LifeWorks by Morneau Shepell uses innovative technology and mobile-first user experience to deliver a Total Well being Solution that people and companies - such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestlé Canada - love to use.

Morneau Shepell employees have access to the same high-quality well-being support and resources provided to our customers.

We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally.

We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.

Summary

Customer Implementation Specialists are responsible for activities specific to new customer set up on the LifeWorks platform.

Working closely with our Customer Success Managers (CSMs) and Implementation Managers, Implementation Specialists are key to facilitating a world-class customer onboarding experience and seamless introduction to our Employee Engagement Platform.

Responsibilities

  • Creates and configures customer networks on the LifeWorks platform, and updates features on existing networks
  • Acts as a technical subject matter expert on platform launches, providing product expertise to answer questions on product functionality and capabilities
  • Tests network functionality prior to each launch; troubleshoots technical issues pre and post launch
  • Manages customer (and internal) requests and expectations during the LifeWorks platform launch project including : planning and execution
  • Monitors each step in the process; identifies potential issues and mitigates them
  • Participates in customer meetings as required for key client launches, or for Total wellbeing platform launches
  • Liaising with various internal teams including Sales, Success Managers and Developers to ensure customer requests are responded to in a timely manner
  • Works closely with Implementation team to understand client requirements for account launch, and to incorporate these processes into the overall platform launch project
  • Promotes teamwork and collegiality in the work environment
  • Works independently with minimal supervision
  • Manages multiple projects simultaneously, prioritizing and managing multiple tasks and activities specific to each customer
  • Attends internal training sessions to build knowledge of products & solutions, best practices, industry topics and trends
  • Assists with special projects and other tasks, as required
  • Succeeding as a Customer Implementation Specialist will require the following core qualifications and skills :

  • Diploma, or degree with a focus in Information Technology (IT), Computer Science, or a related technical field preferred, or equivalent work experience required
  • 2+ years of related work experience in a technical support role
  • Additional experience with, or aptitude for providing a high level of customer service required
  • Project Management experience and / or education is a significant asset
  • Knowledge of employee well-being, EAP, Benefits and Pension, and / or Health and Wellness is an asset
  • Understanding of LifeWorks Core / Total Well-being platform is an asset
  • Strong ability to negotiate, manage conflict and manage risk
  • Proven abilities to be reliable, consistent, flexible and adaptable
  • Job Grade : MS3

    Fulfilling work that matters

    Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours.

    We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

    We appreciate the interest of every applicant; however, we contact only those selected for an interview.

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