Implementation Consultant

Há 19 horas


São Paulo SP, Brasil Accruent Tempo inteiro

**Summary**:
**Key Responsibilities**:

- **System Integration**: Ensure seamless integration between CRM, contact center, and other platforms to drive automation and efficiency in support workflows.
- **Platform Optimization**: Analyze and optimize existing omnichannel platforms to improve user experience, response times, and overall support performance.
- **Collaboration**: Work closely with product support teams, IT, product managers, and external vendors to align platform capabilities with business goals and customer needs.
- **Process Improvement**: Identify opportunities for automation, AI, self-service capabilities, and process enhancements to reduce ticket volumes and improve resolution times.
- **Training & Enablement**: Develop training materials and facilitate workshops to ensure product support teams are effectively using omnichannel tools.
- **Vendor Management**: Manage relationships with technology vendors and service providers to ensure platform stability, updates, and service-level agreements are met.
- **Customer Experience Focus**: Continuously assess the customer journey and feedback to refine and improve the overall support experience across all channels.

**Qualifications**:

- Education: Bachelor’s degree in a Business, Information Systems, or a related field
- **Experience**: 3+ years in customer experience role, with at least 2 years focused on omnichannel platforms within B2B SaaS industry.
- **Technical Skills**: Deep knowledge of omnichannel support platforms like Salesforce Service Cloud, or similar CRM systems, contact center; experience with multi touchpoint chatbots, telephony integrations, and customer portal design.
- **Problem-Solving**: Ability to analyze complex problems, identify root causes, and implement solutions effectively.
- **Communication Skills**: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
- **Collaboration**: Proven track record of working collaboratively in a matrixed environment, building relationships, and driving results across departments.
- **Analytical Mindset**: Proficiency in data analysis, with the ability to generate insights and reports that drive platform optimizations and process improvements.
- **Certifications**: Certifications in relevant platforms like Salesforce, ITIL, or PMP (preferred but not required).
- Experience with AI-driven customer service tools or chatbots.
- Familiarity with service-level agreements (SLAs) and key performance indicators (KPIs) related to customer support operations.
- Understanding of customer journey mapping and design thinking methodologies.
- Familiarity with Agile methodologies

**Development for growth**: Product owner, Senior implementation consultant

**Fortive Corporation Overview**

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.<

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.


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