Company Introduction:

EdgeCo Holdings is comprised of several affiliated companies focused on providing a broad array of sophisticated financial products, technology, and support services in the areas of full-service retirement plan administration, brokerage services, and trust & custody solutions. EdgeCo provides these services through numerous subsidiary entities including American Trust, Mid Atlantic Trust Company, NewEdge Capital Group and PensionPro Software.

 

Job Summary:

The Software Implementation Specialist with PensionPro Software is responsible for ensuring that the setup of purchased software meets clients’ technical and operational needs while ensuring timely completion according to the established implementation schedule. Beyond implementation, the Software Implementation Specialist supports clients through technical assistance via the Help Center as well as through proactive outreach.

 

Responsibilities:

Implementation

Direct the implementation process for new clients, ensuring timely progression and communication with clients through completion and transition to Active client.
Perform follow ups with clients in implementation to assist progression to Active client
Lead calls with clients in implementation that can include welcome calls, data conversion, and training for new client teams.
Provide insight for the development of a group implementation program which alleviates the manual burden of some reproducible introductory and training calls.
Support client in building/customizing essential projects for maximum effectiveness using PensionPro.
Ensure implementation resources and training materials are up to date.

Product Knowledge

Perform product demonstrations to existing clients, focusing on how PensionPro can enhance client’s workflow processes and resolve pain points present in their current system.
Maintain in-depth knowledge of PensionPro product lines and features.
Build out and maintain demo instances in PensionPro.
Provide insight for the creation and review of eLearning outlines and scripts to ensure the training meets desired objectives and thoroughly addresses the topic.

Client Relationship Support

Provide troubleshooting and technical assistance to PensionPro users.
Participate in proactive customer service outreach initiatives as directed.
Identify upgrade, consulting, and upsell opportunities in interactions with clients.

 

Skills & Experience:

Experience working in the TPA industry preferred.
Knowledge of PensionPro system and products preferred.
Experience working in a client-facing role demonstrating exceptional customer service.
Experience in training customers on application software preferred.
Proficiency in Microsoft Excel required.
Outstanding organizational skills.
Keen sense of personal responsibility and taking ownership.
Ability to manage multiple responsibilities and projects simultaneously.
Ability to work efficiently in a fast-paced, deadline driven environment.
Exceptional verbal and written communication skills, as well as great telephone etiquette.
Ability to work cross-departmentally to deliver products and feature enhancements to clients.

 

Benefits:

Compensation will be comprised of a base salary and opportunity to qualify for a quarterly performance-based bonus program. EdgeCo Holdings’ benefit package includes health, dental, vision, short-term disability, long-term disability, life insurance, PTO and 401(k) match (after applicable waiting periods). 

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