Implementation Specialist

Hi! We're Forerunner.

We believe that adaptation is a necessity, not a luxury, and communities deserve access to powerful software that helps them plan for the future. The challenge of climate change is complex – it implicates how municipalities plan, manage capital, and communicate to both residents and higher levels of government. Forerunner helps local communities do these things better by empowering them to access, understand, and mobilize local-level flood risk data at scale. Our software is built to be easy-to-use, so that governments preparing for our future can focus on the important stuff.

About the position:

We are seeking an Implementation Specialist to assist our Customer Success Managers (CSMs) in configuring client accounts, customizing system settings, and ensuring successful onboarding. This role involves collaborating with CSMs on client calls, managing system updates, and supporting custom workflows based on customer needs.

• Configure customer accounts. You'll assist Customer Success Managers with account configuration during onboarding and customer calls, to ensure that customer accounts are set up for a successful experience with Forerunner.
• Manage customer customization projects. You'll lead efforts to customize accounts by supporting GIS projects, system configuration update projects, and other customer requests, with the support of CSMs.
• Provide administrative support to the CS Team. You'll support the CS team by completing critical administrative tasks, including creating media and onboarding kits.
• Partner with Customer Success Managers. You will assist with growing accounts by creating custom documentation, optimizing customer touch points, reviewing SOPs and more.
• Coordinate with the Marketing, Product and Engineering teams. As you coordinate implementation projects, you'll share the customer's experience, ideas, and key concerns with the Product and Engineering teams to both aid the customer and move the product forward.
• Contribute to team growth and capacity. As an early member of our customer success team, your ideas and feedback will be crucial in setting our team up for ongoing success.
• Need to be flexible working East + West Coast hours*
  
  

About you:

As a new addition to our team, you will help us spread the word about Forerunner and engage our customers in conversations about how software can help to transform their data and workflows. In general, you might be a good fit if you:

• Are an excellent, empathetic communicator. You'll often be the point of contact for customers working with Forerunner and building trust is crucial in our space. We'll be relying on you to make a great impression in both written and phone/video communication.
• Are detail-oriented, committed to quality, and good at time management. We're passionate about creating value for our customers through high-quality and timely solutions. A successful candidate will share this enthusiasm.
• Think creatively to solve complex problems. Our customers look to our team to provide guidance and offer creative solutions to their problems. We'll be relying on you to understand the root of our customers' needs and to think critically about meeting them.
• Are comfortable with a high degree of ambiguity. We're always learning, and hope you will be too. We are looking for someone who can be nimble in prioritizing work, who knows how to ask the right questions, and who isn't shy in taking on additional responsibility.
• Have 2+ years of professional experience with a track record of meeting or exceeding goals. As a small startup, we're excited about growth and expect you to be eager about contributing to it. Experience supporting SaaS software is preferred.
• Interest or experience in the GovTech space, floodplain management or flood insurance, GIS/mapping, or project management for government clients. Our customers—and our industry as a whole—are unique.
  
  

Our team has a lot to offer.

Forerunner is an early stage company with an interdisciplinary team. We are motivated by seemingly intractable problems and work hard to support one another.

• We're mission-driven. Our mission orients our business strategy and pushes us to work with a sense of urgency. We're in the weeds -- our entire team spends time engaging with our partners in the field to better understand the real-world problems they face.
• We're a small team. As a member of our growing team, you will quickly become an invaluable part of our organization and have a meaningful impact on our business and technical direction. We welcome unique perspectives and backgrounds. Your opinion matters and we hope you'll share it.
• We're a remote-first organization, with offices in NYC, San Francisco and Portland, ME. Many members of our team work remotely, but we have a small offices in San Francisco and Portland, ME. We offer schedule flexibility for all of our employees and ask for accountability in return.
• We want you to be happy and healthy. Forerunner offers competitive compensation, health/vision/dental coverage, and commuter benefits. We also have a quarterly wellness reimbursement so that you can have flexibility in defining what "health" means to you.
• The salary range for this position is $60,000-$80,000. This posting may span more than one career level. Compensation is determined based on a variety of factors, including an individual's skills, experience, qualifications, and working location.
  
  

We look forward to meeting you. To apply or ask questions, shoot us a message at [email protected].

Forerunner is an equal opportunity employer committed to embracing diversity and the perspectives of individuals from all backgrounds.