Job Description
Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.
Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft.
The Scaled Implementation Team within Customer Experience plays an integral role at Lucid Software by setting up each of our customers for long-term success. Each Senior Implementation Specialist (“IS”) impacts the business by providing the foundation our customers need to use and adopt our suite of products most effectively.
Responsibilities:
Provide a highly-efficient, best-in-class onboarding experience for a high-volume segment of new Lucid customers, setting foundational success and priming for future growth.
Develop a strong understanding of customer’s business objectives, as well as industry best practices to effectively onboard customers at scale. Utilize this understanding to craft onboarding strategies that facilitate customer success in implementing the Lucid suite of products and achieving their objectives.
Plan, coordinate, and execute the secure migration of customer data between different data residency regions, working closely with clients and internal teams to ensure data integrity and minimal disruption.
Serve as the primary technical point of contact during implementation, responding to and resolving a defined scope of technical requests related to setup, configuration, and user management including (but not limited to) SSO and SCIM configurations, integrations, account consolidations, etc.
Plan, participate in, and actively manage tests of new onboarding approaches, tools, and workflows aimed at improving efficiency, reducing time-to-value, and increasing Lucid key performance indicators.
Requirements:
Bachelor's degree with strong academic performance
Proven ability to rapidly master complex software and a genuine drive to become a subject matter expert on the Lucid suite of products and our partner integrations.
Meticulous attention to detail with experience managing multiple projects, competing priorities, and project timelines.
Demonstrated consultative approach to communication; able to guide discussions, listen attentively to uncover root challenges, and ask thoughtful questions that foster trust and clarity.
Strong communication skills, both written and verbal, with a demonstrated ability to create and deliver presentations that translate complex technical subjects for non-technical end users.
This position is hybrid, combining remote work with in-person collaboration at our South Jordan office two days per week (Tuesday and Thursday).
Preferred Qualifications:
2+ years of experience in a client-facing role; preferably in an implementation,, customer success, technical solutions, or technical support capacity.
A strong technical aptitude and passion to become a subject matter expert on the Lucid suite of products and our partner integrations.
Experience in one or more of the following areas is a plus: innovation, organizational agility, software architecture, digital transformation, cloud migration, product. development, digital transformation, change management, Hybrid work, etc...
Previous experience working in a SaaS environment or large enterprise, preferably in a client-facing position.
Empathy and a passion for problem-solving.
Outstanding task management skills across a varied set of responsibilities in a fast paced, high-volume environment.
Ability to thrive in a fast-paced, start-up-type environment.
Bias towards finding solutions vs. shutting down ideas.
Ability to drive complex projects to completion.
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