As the Implementation and Customer Support Specialist at Hyperproof, you play a pivotal role in the implementation, adoption, and continuous support phases for our clients across the EMEA region. This position is crucial for understanding client needs, delivering customized solutions, and ensuring clients derive maximum value from our products.  You'll report to our Director of Implementation (US). 

WHO YOU ARE

• Strong project management skills with a proven ability to handle multiple tasks and stakeholders.
• Technical acumen with an ability to understand and articulate product solutions.
• Ability to handle complex and ambiguous situations autonomously.
• Familiarity with InfoSec/Regulatory compliance; experience in the compliance or security industry is a significant plus.
• Excellent communication and interpersonal skills to effectively address client needs and advocate internally.
• Capacity to provide empathetic and efficient support and training.

WHAT YOU'll DO

• Implementation:

  • Plan, Optimize, and Execute: Lead the planning and optimization of implementation projects from conception through completion, ensuring efficient execution.
  • Scope and Documentation: Review and define implementation requirements and documentation to ensure clarity and thoroughness.
  • Consultation and Analysis: Drive discovery sessions and analyses to determine clients' true needs and success criteria, including the differentiation of current state versus future state to tailor solutions effectively.
  • Stakeholder Management: Manage relationships with project stakeholders, engage in project kick-off meetings to set expectations, deliverables, and timelines.
  • Training and Coaching: Develop and conduct tailored training and UAT sessions for end-users based on specific needs and system configurations. Prepare reference materials to enhance self-service capabilities.
  • User Engagement: Encourage and facilitate the use of key Hyperproof features among clients to maximize product engagement and value.
  • Risk Management: Proactively identify potential risks, collaborate with internal and external stakeholders to mitigate them in a timely manner.
  • Quality Assurance: Ensure that all key project deliverables are executed to a high standard, maintaining the focus on providing timely value to the client.
  
  

  Customer Support:

  Technical Support: Provide product support to clients within the European timezone and region by analyzing break/fix issues with a sense of urgency to deliver solutions to meet client needs. Evaluate each client request and assign the priority based on the business impact on the client and their urgency. Document all support interactions and resolutions in the case management system while maintaining clear, positive, and prompt communication. Assist clients by communicating through the case management system and web meetings. Escalate issues that need attention from Hyperproof's Development team by creating tickets in our internal ticketing system. Monitor progress on escalated issues and keep clients up to date. Contribute to our technical knowledge base and provide feedback to our Documentation team where improvements are needed. Maintain a high level of knowledge of all Hyperproof product features and integrations.

HOW YOU’LL KNOW YOU ARE SUCCESSFUL

3 Months:

• Implementation Project Management: Successfully manage 10 or more end-to-end implementation projects simultaneously within the EMEA region.
• Customer Success Metrics: Demonstrate tangible results in customer success value delivery through OKR/KPI measurements, evidenced by an increased time to value delivery.
• Customer Satisfaction (CSAT): Achieve an average implementation performance CSAT rating of 4 or higher out of 5, with a value delivery success rate of 87% or above.
• Resource Contribution: Contribute significantly to the development of implementation playbooks and customer resources, enhancing the efficiency and effectiveness of future implementations.
• Functional Expertise: Attain a comprehensive understanding of basic Hyperproof Implementation Processes, becoming a go-to resource within the team.

6 Months:

• Implementation Project Scaling: Successfully manage 15 or more end-to-end implementation projects simultaneously within the EMEA region, demonstrating increased efficiency and proficiency.
• Enhanced Customer Success: Demonstrate continued improvement in customer success value delivery through OKR/KPI measurements, resulting in a notable increase in time to value delivery.
• Elevated Customer Satisfaction: Maintain an average implementation CSAT rating of 4.5 or higher out of 5, coupled with a value delivery success rate of 95% or above, reflecting exceptional customer satisfaction and success.
• Innovation in Customer Engagement: Implement innovative strategies to enhance customer engagement and accelerate adoption, contributing to increased product utilization and customer satisfaction.
• Process Improvement: Actively participate in reviewing and improving team processes to optimize time to value for customers, demonstrating a commitment to continuous improvement.
• Product Understanding and Contribution: Gain a comprehensive understanding of the entire product roadmap and identify strategic areas for contribution, leveraging expertise to drive customer success.
• Advanced Functional Expertise: Become a proficient expert on advanced Hyperproof Implementation Processes and best practices, aligning with industry trends to deliver optimal solutions.
• Timely and Effective Communication: Consistently respond to clients within stated service level response times, communicating clearly both with customers and software engineers to ensure smooth project execution.Knowledge Management: Produce clear and concise knowledge articles, contributing to a well-rounded knowledge base and enhancing customer self-service capabilities.
• Customer Support Excellence: Maintain an average rating of at least 4 out of 5 on customer support surveys, reflecting consistently high-quality customer support and satisfaction.

WHAT YOU’LL BRING

• 5+ years of experience in implementation management and customer support within a SaaS/Technology environment, focused on the EMEA market.
• Bachelor’s degree required, preferably in a computer-related field.
• Proficiency with tools such as Excel, Google Suite, Salesforce, Zoom, Slack, MS Teams, and project management software like Monday.com, Rocketlane, and LucidChart.
• Experience in handling complex and ambiguous situations autonomously.
• Knowledge of InfoSec/Regulatory compliance; experience in the compliance or security industry is a significant plus.

WHATS OUR TECH

• Google Suite: Docs, Sheets, Slides
• CRM: Salesforce
• Communications: Gmail, Zoom, Slack, MSFT Teams
• Advanced Excel skills
• Project Management: Monday.com, Rocketlane, LucidChart
• Atlassian Suite: Jira, Confluence, Trello
• OS: Windows, Mac

LOCATION

• We are a fully remote company! Rather than restrict ourselves to only finding talent in one city, we’d rather find the absolute best people regardless of where they live. 

CANDIDATE EXPERIENCE

• We value your time and want you to know what to expect from us. For this interview, we expect to ask you to participate in 4 interviews and expect this to be completed in 3.5. 
• 1st Interview Talent Acquisition 
• 2nd Interview Hiring Manager 
• 3rd Interview - VP of Support 
• 4th Interview - SVP of CS 
• Total Time: 3.5 Hours 

WHERE YOU’LL GO

• Hyperproof also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and our people team to explore lateral moves to other parts of the organization as you continue to grow with us.

WHAT WE OFFER 

• Compensation determined based on location + Equity 
• Unlimited PTO: strongly encouraged to unplug and recharge
• 401K which vests immediately, complete with a 4% company match
• 12 weeks of Parental leave and 1 year free diapers with Honest
• $1000 home office stipend - at the time of hire. Any additional home office needs are requested as needed.
• $100 quarterly paid wellness stipend
• Choose your tech - PC or Mac laptop
• Slack channel notifications turn off after 5 pm based on your time zone
• Annual company in-person events
• Health: coverage for medical, dental, and vision - employee and dependents.

WHY YOU’LL LOVE HYPERPROOF

• It’s an exciting time to be at Hyperproof —we recentlyraised $16.5 million in our Series A financing, validating our teamwork, growing customer base, and our company mission to reinvent compliance operations.
• Enter @Hyperproof, a radical new approach to ensure organizations can effectively discover, track, and meet the web of compliance business and government requirements. We are disrupting the governance, risk, and compliance software space with our innovative products. At the core, we are a team with strong experience building cloud software and a passion for a great user experience, simplicity, and positive social impact. 
• Learn more about the@hyperproof cultureandhow it all started

EQUAL OPPORTUNITY EMPLOYER

Hyperproof is committed to a diverse and inclusive workplace  —it’s one of our core values! Hyperproof is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

Don't meet every job requirement? That's okay! Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.