Implementation Specialist, Fellow
CA$65k
+ Bonus
AI meeting assistant & notetaker
Open for applications
AI meeting assistant & notetaker
21-100 employees
Open for applications
CA$65k
+ Bonus
21-100 employees
Company mission
To give everyone their own AI-powered Chief of Staff and make every meeting count.
Role
Who you are
- A proven track record of successful onboarding of new clients to a software solution is a must
- Previous experience in a tech company that was a fast-paced, changing, dynamic, client-facing work environment. Experience in a SaaS company is a strong asset
- Experience working with a CRM (like Salesforce, Hubspot)
- Experience working with clients at all levels and roles up to CEOs
- Ability to work independently and in a team, in cross-departmental projects, and develop opportunities that further help clients maximize their use of Fellow
- Exceptional written and verbal skills in English
What the job involves
- We are looking for an Implementation Specialist to join the Customer Success Team to ensure that customers receive well-managed, tailored onboarding to increase adoption by making sure every user of Fellow has success using the product
- The Implementation Specialist's main focus is to ensure a successful and smooth transition of clients from the sales process into adoption and creating long-term product champions
- This role will also be responsible for creating product-focused resources and finding new opportunities for customers to extend their use of Fellow within their organization
- Train clients to properly use the platform and ensure they are maximizing the value of the platform through education, best practices, and creative set-up
- Educate users on how existing and new product features work, and how the platform can contribute to their business objectives
- Deliver exceptional service, troubleshoot issues that arise, and ensure every client is satisfied with the handling of questions/issues during their onboarding experience
- Identify education and training gaps through regular and ongoing interaction with potential, new, and existing clients, as well as internal teams
- Manage client onboarding, training, and support tasks for new clients via Zoom, Email, Slack, and project tracking systems
- Create documentation and video tutorials to educate users about features and settings
- Collaborate in cross-functional teams to improve the overall client experience by providing product feedback, recommendations, and escalations to other departments
- Report bugs and feature requests to the engineering team
- Manage onboarding projects and processes, including scheduling and completing tasks on established milestones
Our take
The quality and quantity of meetings has long been a problem in many workplaces, and the shift to remote/hybrid work over recent years has pushed it to boiling point. It’s no surprise then that meeting-optimization software company Fellow has found plenty of success in the space.
Fellow is a secure AI meeting assistant that helps teams run better meetings by automatically capturing notes, action items and summaries. It works across Zoom, Google Meet and Microsoft Teams, and also integrates with tools like Slack, Salesforce and Asana. Unlike other AI tools, Fellow never trains on clients data and gives them full control over who sees what, making it a standout choice in the growing meeting productivity space.
Whilst Fellow’s offering seems more comprehensive and customizable than competitors like GoogleDocs and Hugo, the comparison becomes tighter against its more contemporary competitors. That said, the company has attracted big-name clients like Motorola, Shopify and Uber, which should help it compete as the market evolves.
Steph
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2021
$24m
SERIES A
Jun 2019
$6.5m
SEED
Total funding: $37m
Company HQ
Downtown, Ottawa, ON
Leadership
Aydin Mirzaee
(CEO & Co-Founder)Previously co-founded client feedback company Fluidware, which was ultimately acquired by SurveyMonkey. Went on to work as Director of Product Management and then General Manager at SurveyMonkey.
Amin Mirzaee
(CPO & Co-Founder)Another co-founder of Fluidware, who went on to work as Senior Director of Engineering at SurveyMonkey when it bought out Fluidware.
Samuel Cormier-Iijima
(CTO & Co-Founder)A technical co-founder of Fluidware, who when the company was acquired by SurveyMonkey went on to work there as a Senior Engineering Manager.
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