SaaS Implementation Specialist

As an Implementation Specialist, you will manage Customer Delivery engagements including software implementations, configuration of CCC's RightFind enterprise software, and resolution of advanced support requests. Effectively employ your superb client-facing skills with a robust set of technical configuration and testing activities. This position is ideally suited to naturally curious and self-directed individuals who enjoy working directly with clients as well as learning new software and technology solutions.

Typical responsibilities include meeting with customers to gather specifications and requirements for a successful software implementation, creating and managing project plans, technical configuration and QA, and communicating progress and status to internal and external stakeholders. The Associate Project Manager is also responsible for ongoing contributions to process definition and best practices within the Customer Delivery organization.

The selected candidate may work in our Danvers, MA headquarters, or remotely in the Eastern time zone.

What you will be doing:

• Manages customer implementations and software enhancement requests including creation and maintenance of project plans, gathers and documents requirements, manages risk effectively throughout the delivery process.
• Elicits and documents business requirements from the customer perspective, identifies opportunities that benefit customers, delivers solutions that solve customer content and workflow challenges
• Interacts effectively with key contacts at customer organizations, building trust and improving existing relationships.
• Collaborates with the Client Engagement team to understand client needs, effectively manage key client contacts and ensure smooth customer transition to assigned Client Engagement Manager post-delivery.
• Identifies and resolves customer support issues through appropriate escalation and collaboration with Product Management and Engineering as needed.
• Manages multiple complex projects in parallel, prioritizing effort and attention appropriately.
• Contributes to the development, implementation & documentation of process improvement & best practices.

What do you need:

• Bachelor’s degree required
• 3+ years’ experience in software professional services and/or client-facing project management
• Experience with Agile Scrum and Kanban software development methodologies a plus
• Proven track record of building strong relationships with key contacts of a client organization
• Strong presentation skills and ability to synthesize information
• Excellent meeting-management and team-management skills to successfully facilitate cross-team collaboration and sound decision making
• Proven ability to manage complexity and ambiguity, routinely demonstrates very high attention to detail
• Skilled in both verbal and written communication, is highly effective in a variety of communication settings
• Ability to lead cross-functional teams effectively, to achieve business objectives on time and on budget
• Demonstrated ability to perform essential functions of the job independently or with little direction
• Must be able to travel occasionally

Success Competencies:

• Nimble learner – readily learns and adopts new technologies; is resourceful and curious
• Is effective in a variety of communication settings; one-on-one, small and large groups, or among diverse styles and position levels
• Technical problem assessment and resolution skills; enjoys experimenting to identify new solutions
• Shows personal commitment and takes action to continuously improve
• Acquires data from multiple and diverse sources to assess and resolve technical problems
• Demonstrates self-awareness

A bit about us

CCC advances copyright, accelerates knowledge, and powers innovation. Our employees' partner with customers to create solutions together, removing friction from the market and making complicated things simple. We help organizations integrate, access, and share information through licensing, content, software, and professional services.

CCC continues to be committed to a diverse, inclusive, equitable, vibrant ecosystem that cultivates opportunity and attracts talented people. CCC is more than a company. It’s a community. At CCC, we celebrate the power of individual action in our work and in helping others. Our We Not Me program brings lots of opportunities to support charities around the world to feed and shelter the homeless, support children in need, build green spaces, and so much more.

CCC received the 2023 Top Workplaces USA National award, where we were recognized for the second year in a row as an organization that has built a great workplace culture. CCC was also named a Top Place to Work AND a Top Women-Led Business in Massachusetts by the Boston Globe. We also earned national recognition with several Top Workplaces Cultural Excellence awards for employee appreciation, employee well-being, professional development, being women-led, compensation & benefits, leadership, and work-life flexibility.

CCC is more than a company, it’s a community. Our smart, talented, and compassionate team members make CCC a special place to work. We invest significantly in their development and well-being to give them the resources they need to grow.

Here is what some of our employees said in the survey about working at CCC:

“CCC provides a pleasant work environment, good pay and benefits, and opportunities for growth.”

“CCC is a great place to work, there are opportunities to grow in your career and continue to learn and improve in your current position. CCC has lots of employees that have stayed at this company for a long time, which says a lot about how employees like working here.”

“Great leadership, family and employee-oriented, flexible, and innovative.”

“CCC is a flexible working environment. Employees are given the option to work in the office or remotely. The benefits are excellent and CCC offers opportunities for professional growth and training. And the best feature of CCC is the community - Everyone truly cares about each other.”

“There is mutual respect among the team members, and everyone is included and encouraged to participate. The work is never boring, new things are happening all the time but at the same time it is not stressful, it is just enough to keep you challenged and motivated. I have a very good balance between work and my personal life.”

CCC is committed to a diverse, inclusive, equitable, and vibrant ecosystem that cultivates opportunity for our team and attracts talented people. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and/or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and/or veteran status, and any other characteristic protected by applicable law. CCC understands that diversity and inclusion among our teammates is critical to our success as a global company.

If you need accommodation for any part of the employment process because of disability, please phone Human Resources in USA at t +1 978 750 8400 or outside US at +34 653311670 to let us know the nature of your request.