Position Summary:
Muni-Link has an immediate opening for a full-time Implementation Specialist at our office in Altoona, PA. The Implementation Specialist plays an integral role in Muni-Link client satisfaction by preparing and guiding new clients through the implementation process. They work closely with clients, moving from their current utility billing software to Muni-Link to facilitate a smooth and timely transition. Specifically, the Implementation Specialist is responsible for handling all tasks related to an assigned project from the initial meeting through Go Live and will act as an intermediate between the client and internal resources during this time. He/she will also have direct involvement in advanced tasks during the implementation phase that directly impact client satisfaction. This is a multifaceted role, managing, implementing, consulting, training and supporting multiple clients at one time.
Key Responsibilities
- Establish and successfully manage relationships with clients as assigned.
- Analyze client's business processes and determine the best fit with the product while managing client expectations.
- Perform and lead the setup, configuration, and testing of client’s instances to ensure proper functionality.
- Coordinate internal resources and third parties/vendors for the flawless execution of projects.
- Conduct verbal training sessions directly with the client’s staff members on the product and the appropriate processes to fit their needs.
- Assist the Data Conversion Team in planning a data migration strategy.
- Guide the client in reviewing the converted data to reduce data loss.
- Act as filter and a first line of contact to document bugs or feature requests before they are submitted to development.
- Report and escalate issues to Project Manager or supervisor as needed.
- Maintain constant review of project statuses and individual tasks, updating project tracking tools in a timely manner.
- Work with the Project manager or supervisor to manage changes to the project schedule.
- Provide clients with support until the implementation project has been completed and the client is transitioned to the Customer Support Team.
- Provide input and recommendations for improvements for internal processes to provide efficiency and effectiveness.
- Assist other Muni-Link colleagues on implementations or projects as appropriate with supervisor's approval.
- Help report and maintain feature requests.
- Individually or in a group setting contribute to documentation.
Skills Needed:
- Customer Service Oriented,
- Proven working experience in software implementations and databases.
- Fundamental knowledge of excel and analyzing data.
- Solid business background with understanding and/or hands-on experience in software.
- Development and web technologies.
- Exemplary verbal and written communication skills.
- Excellent client-facing and internal communication skills.
- Solid organizational skills include attention to detail, multi-tasking skill and the ability to pivot from one topic to the next with ease.
- Strong interpersonal skills and core values include a positive attitude, focused, creative, determined and willing to collaborate across teams.
- Self-starter with the ability to identify need for and develop processes and materials.
Requirements
Education: Bachelor’s degree in business or accounting or equivalent years of experience in municipal billing, utility operations, accounting, customer information systems, database concepts, data analysis, or related public-sector software environments.
Experience:
- Minimum of 7-10 years of progressive experience in software implementation, client onboarding, project coordination, utility billing, municipal operations, or a closely related field.
- Demonstrated ability to independently lead complex client implementations from kickoff through Go Live, including scope management, configuration oversight, testing coordination, training and issue resolution.
- Proven experience managing multiple concurrent implementation projects while maintaining project timelines, client communication, documentation, and internal task tracking with minimal supervision.
- Advanced understanding of client business processes, data conversion considerations, system configuration, testing workflows, and implementation risk management.
- Experience serving as a trusted client advisor by translating client operational needs into practical software setup, process recommendations, and adoption strategies.
- Ability to identify, document, prioritize, and escalate bugs, feature requests, process gaps, and project risks with clear business context and recommended next steps.
- Demonstrated success mentoring, coaching, or supporting other team members through knowledge sharing, documentation, project assistance, training support, or peer guidance.
- Experience contributing to process improvement initiatives, implementation methodology, training materials, internal documentation, templates, or tools that improve team efficiency and client outcomes.
- Strong cross-functional collaboration experience to resolve client needs and improve implementation quality.
- Ability to communicate professionally with client leadership, internal stakeholders, and team members, including the ability to explain technical or process-related concepts clearly to non-technical audiences.
- Consistent record of sound judgment, ownership, accountability, and proactive problem solving in situations involving competing priorities, client concerns, timeline changes, or implementation obstacles.
Location: Altoona, PA
Office hours are Monday - Friday, 8:00am - 5:00pm; however, it is feasible that this position would train clients in other time zones, so other office hours may apply.
Limited travel may be required based on assignments.
If this sounds like the position for you and you have the technical knowledge and the desire for success, we want to speak with you today!!!
**Position is hybrid onsite work week - 3 days in the office. There is no full time remote for this position. Full time onsite during training and onboarding.
We are not looking to sponsor a candidate for this position
#HP1
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
