Client Implementation Specialist - iWorQ

iWorQ - Client Implementation Specialist

About iWorQ: In 2001, iWorQ was the first company to offer a SaaS solution to city and county governments. Now, iWorQ is the leading provider of business-critical workflow software that runs the day-to-day operations of nearly 2,000 city and county governments across all 50 states. Our team continues to innovate for tens of thousands of government employees using iWorQ today, with over 20 highly configurable software applications accessible on any web-based device. iWorQ helps cities and counties manage everything from permitting, planning & zoning, code enforcement, licensing, work orders, inspections, fleet and fuel tracking, pavement management, backflow prevention, stormwater management, facility management, and more. 100% of iWorQ's software applications are securely hosted on AWS GovCloud with a world-class NPS of more than 80.

Role Overview: You will virtually onboard and train new customers to use our software in this customer service focused role that is essential to customers' success and retention. This rewarding position allows you to build lasting relationships with clients and team members while effectively moving clients through the setup process with strong communication skills. We have the best customers and follow their schedules, so no weekends or nights required.

Location: On-site at iWorQ's headquarters in Logan, Utah (Monday through Friday)

Key Responsibilities:

• Virtually train clients to use software through weekly, hour-long meetings
• Clarify client questions and concerns in brief calls and emails
• Import data (typically in database or Excel formats) into iWorQ software
• Occasionally use basic HTML to create citizen portals
• Collaborate with internal teams to deliver client-ready materials
• Develop and implement 60-day training plan to support client onboarding
• Attend weekly team meetings and track KPIs
• Interact with clients 10+ hours weekly providing best-in-class customer service

Qualifications:

• Virtual customer service experience (teaching over Zoom, email, phone)
• Project management experience
• Ability to clearly explain complex processes and ask clarifying questions to clients
• Intermediate understanding of Excel
• Bachelor's degree in Communications, Business, or related field is a plus
• Basic knowledge of HTML and GIS data is a plus
• Experience working with municipal government is a plus

Compensation & Benefits: Salary not specified Health, dental, vision, and life insurance, paid maternity and paternity leave after 12 months, paid time off, paid holidays, Roth IRA contribution matching program, and free snacks & drinks.