Solution Implementation Associate

As a Solution Implementation Associate you will play a pivotal role in ensuring our clients achieve their desired outcomes while utilizing our products and services. The successful candidate will be working with internal stakeholders, lead the Ulula platform configuration for custom content projects and support the deployment of programs related to worker voices, community feedback and social impact across the globe. You will also be responsible for troubleshooting any issues that may arise in collaboration with the client and communicating effectively with other teams to find timely and effective solutions. 

You will work directly with the Implementation Team, reporting directly to a Solution Implementation Manager. Additionally you will engage with our team of Developers, Implementation Managers and Customer Success Managers throughout the configuration and deployment of programs including setup, solutioning, configuration, testing and coordination with the engineering team on smooth deployment. 

You will engage directly with clients to diagnose and troubleshoot issues promptly, working independently to resolve challenges whenever possible. When necessary, you will collaborate closely with other teams to identify root causes and implement effective solutions, ensuring seamless client experiences and timely problem resolution.

We are seeking a team player with a keen eye for detail and problem-solving skills. You will be working on programs from a wide variety of clients including global brands, suppliers, auditors, civil society partners and researchers - ensuring we reach the program outcomes.

Main Responsibilities:

• Manage and oversee translations and audios for each program, including coordination with local translators and ensuring quality control for both written and voice content

• Support client programs deployment by configuring Ulula’s Platform

• Work closely with the engineering, client services and implementation teams to meet project deliverables

• Collaborate closely with clients using Salesforce and Azure to troubleshoot and provide timely solutions to their issues, while effectively communicating with other teams as needed to ensure successful resolution.

• Support project setup, including coordination of timelines and milestones

• Coordinate deployment tasks and deliverables depending on the type of project, keeping to tight timelines 

• Perform quality control on Ulula’s platform and specific features, including virtual testing with local testers in the countries where we work

• Provide project updates to internal stakeholders on timelines and project deliverables

• Collaborate  with the engineering team to resolve client issues in a timely fashion

• Contribute to team innovation through ideas for process improvement and efficiency

• You will be working with different internal teams on programs around the globe, therefore your working schedule will overlap at least 4 hours with the Toronto team during the morning time (Eastern Time Zone) (for the first 4 months). Afterwards, you will overlap 2 hours at least two times a week.