Urban SDK is a Techstars company and was selected to participate in a global Techstars Smart Mobility accelerator - joining mobility portfolio investments such as Uber, Cargo, Zagster, and big data companies like DataRobot. It provides transportation, mobility, civil engineering, and government organizations with real-time operational insights and predictive trend analysis of mobility and road networks through IoT, telemetry, and satellite imagery data collection, reporting, and mapping.
Position Overview
We are seeking a dynamic and results-driven Implementation and Training Specialist to join our team. This role is essential to ensuring successful onboarding and ongoing client support for our SaaS platform in the Government Transportation sector. The ideal candidate will have a strong background in SaaS account management, software implementation, and user training, particularly within government organizations. They will be responsible for guiding clients through the implementation process, conducting training sessions, and ensuring that clients maximize the value of our software solutions.
Key Responsibilities
Lead the end-to-end software implementation process for new clients, ensuring smooth onboarding and integration.
Collaborate with our clients to understand their needs and tailor the software setup accordingly.
Conduct virtual and in-person training sessions for end-users, ensuring they are equipped to use the software effectively.
Provide ongoing account management, serving as the primary point of contact for clients to ensure their satisfaction and address any challenges.
Develop training materials, user guides, and best practice documents to support client education.
Troubleshoot software issues, working closely with the technical support team to resolve problems.
Maintain strong relationships with clients, ensuring they derive maximum value from our SaaS platform and supporting long-term engagement.
Gather client feedback and relay insights to the product development team for continuous improvement.
Assist in setting up user accounts, permissions, and configurations as required.
Monitor client usage and engagement metrics, proactively identifying areas for additional training or support.
Qualifications
Bachelor's degree in Information Technology, Business, or a related field, or equivalent experience.
3+ years of experience in SaaS account management or software implementation, with a focus on the GovTech sector preferred.
Proven experience in delivering software training and creating effective learning materials.
Strong understanding of government operations and processes, particularly within public works, city planning, or similar departments.
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
Strong problem-solving skills and the ability to work collaboratively across departments.
Proficiency in using SaaS platforms and CRM systems.
Ability to manage multiple projects and clients simultaneously, ensuring timely delivery and client satisfaction.
Willingness to travel for on-site training and client meetings when necessary.
Preferred Skills
Experience with government procurement processes and regulatory compliance.
Knowledge of traffic management, city planning, or public service software is a plus.
Familiarity with learning management systems (LMS) and instructional design principles.
Benefits
Competitive salary and performance bonuses
Health, dental, and vision insurance
401k
Flexible work environment with opportunities for remote work
Career growth and professional development opportunities