Implementation Specialist

Company: PCS Software, Inc.
Location: Houston
Posted on: April 9, 2025

Job Description:

Start Date: ASAPType: Full-time, salary position, Monday-FridayLocation: on site 3 days a week; remote 2 days a week (2103 Citwest Blvd., Houston, TX 77042) Immediate Supervisor: Implementation Team ManagerCompany BackgroundPCS Software, Inc. is an AI platform for the transportation logistics marketspace providing the trucking industry's most effective transportation management system to improve fleet management, delivery systems, and increase profits for our customers. Through innovation and invention, our software individualizes work routines, consolidates workflows, and streamlines management controls to improve accountability, transparency, and eliminate costly and redundant manual processes.Trucking companies and freight brokers trust PCS to optimize their dispatch, accounting, and fleet operations. TL, LTL, Intermodal, and freight brokerage services use our TMS automate operations, easily access information, and reduce inefficiencies to maximize sales and revenue. Founded in 1997 and located in Houston, Texas, PCS Software is the leading developer of hosted software solutions designed specifically for the ground transportation industry.Job Description: Implementation SpecialistThe Implementation Specialist is responsible for the successful deployment of PCS transportation management solutions for carriers, shippers, and brokers. The Implementation Specialist will take ownership of the software implementation and end-user training from the minute the sales contract is executed through the completion of go-live by communicating constantly with the customer and creating and managing the implementation timeline with our customers. The goal of the Implementation Specialist is to project the image of PCS Software, Inc. professionally through telephone interaction, webinars, email communications, project timeline updates, training documentation, etc. and to consistently optimize the customer's experience. You must interact with customers and respond to their inquiries in a professional and courteous manner. This role offers a unique opportunity to grow your career in software support and implementation. You will play a vital role in guiding our customers through successful onboarding and helping them harness the full potential of our software solution.Key Responsibilities:Customer Support: Provide comprehensive online support and training to customers on the use of our software. You are responsible for the setup of the PCS Software customer environment, scheduling training sessions with the customers and tracking customer progress throughout the training process as well as highlighting optional integrations, training classes, add-on modules, and customizations that might benefit the end users.Onboarding: Guide new customers through the PCS TMS onboarding process, ensuring a smooth transition.Process Alignment: Understand customers' existing business processes and align them with our software capabilities.Troubleshooting: Resolve software-related issues, ensuring a seamless user experience.Ticket Management: Manage and update support tickets, ensuring timely resolution through implementation.Knowledge Base Management: Create and manage user guides, how-to articles, and demo videos to assist customers.Implementation Oversight: Monitor the execution of deliverables across multiple implementations.Data Migration: Assist customers in migrating existing data onto the PCS TMS platform.Trusted Business Advisor: Walking the customer through becoming an expert in our software and answer any questions customers may have on the accounting, dispatch, or general use of all modules.Customer Service: After a customer goes live on our software, you are responsible for making sure the customer is happy and does not have any technical issues, by scheduling weekly check-up calls with the customer for a designated period-of-time.Customer Success: Proactively participate in administering customer surveys, reviewing the feedback, creating reports, tracking results, and modifying training and project plans as necessary according to customer feedback on ease-of-use data.Subject Matter Expert: You will learn the PCS software platform for shippers, carriers, and brokers and be able to support all aspect of our software to include: Dock and Yard Management, Route Optimization, Dispatch, Accounting, Fleet Management, PCS Mobile, Analytics and Reporting, Freight Audit and Pay, and third part integrations. Desired skills and qualifications:Education: Bachelor's degree required; STEM major or Business Administration required. Preference for Computer Science, Computer Engineering, MIS, or CIS.Experience: Prefer a minimum of 1+ year in technical/software support or B2B customer support or an internship.Customer Service: Exceptional customer service skills with excellent phone, verbal, and written communication abilities.Tech Savvy: Willingness to learn PCS TMS software (training provided.) Experience with a help desk ticketing system is a plus.Experience with MS Office Suite.Authorization: You must be authorized to work in the United States (we cannot sponsor at this time).Location: Must be local to Houston and able to commute to our office a minimum of 3-days a week.Strong Organizational Skills: Experience onboarding new software customers in an organized manner following a given project plan with formal timelines and documentation is a plus.Transportation Industry Knowledge: Experience in a trucking dispatch, supply chain, logistics, or accounting industry is not required, but a plus.Previous experience teaching, training, or managing new employees or team members, virtually or in person, in any environment is a huge plus.This position requires applicants to have a great deal of patience, a good sense of humor, and a friendly and helpful demeanor. We need Implementation Specialist who care about our customers and about doing a good job each day for each customer.Experience with Salesforce is preferred.Experience with Zoom is preferred.Bilingual communications skills are a plus as well. (Spanish or Indian dialects are a plus.) Success Factors:PCS hires individuals who thrive and excel in teams and demonstrate big-picture thinking, who are willing to explore new ideas, are persistent when things do not go well, and are committed to delivering and maintaining a high Do/Say ratio.PCS hires team members with strong communication skills, both oral and written, and can communicate with customers to understand their needs.PCS looks for candidates who demonstrate a desire for continuous training, education, and skill improvement.PCS employees must be enthusiastic, positive, and creative problem-solving ability that drive action and results.Detail-oriented, capable of handling multiple projects at once, adept in navigating ambiguity and rapidly changing/competing priorities.PCS Core Values:Initiative - You take initiative as an owner and do not wait for direction to act.Accountability - You own all the actions and results associated with your job, including the by-product of your work at PCS.Can-Do Attitude - You believe in yourself and always demonstrate an achievable attitude.Positive and Motivated - You continuously radiate positive energy and raise the level of performance of those around you by keeping yourself and others positively motivated towards your daily, weekly, monthly, and yearly goals.Say-Do Ratio - Do what you say and say what you do. You constantly deliver results that match the words you speak. You then keep your promises to deliver on time or keep your peers and management updated to avert a crisis.Integrity - You are consistent and uncompromising in your strong personal and company values as well as ethical and business morals.Honesty - You are always truthful and transparent in your actions during the difficult times, not just the good times.Why Join PCS?PCS Software, Inc. rewards your hard work with amazing opportunities for career growth and personal development. If you want to be the newest member of a vibrant group of energized technology leaders in an innovative and entrepreneurial environment, then apply online today to start building solutions that customers will love to use and join a company that truly rewards your hard work and values your talented contributions. PCS Software, Inc. is considered one of the best places to work because of our competitive compensation plans, comprehensive benefits plan with up to 100% company paid medical and vision insurance, along with excellent dental insurance (monthly premiums split 50/50 between employee/PCS) for you and your dependents, 401k with a 4% match, unlimited PTO package, 8-hours paid volunteer time annually, hybrid work environment (3 days onsite; 2 days remote), voluntary disability and life insurance options for you and your dependents, an employee EAP, a truly creative and fun working environment, paid training and development opportunities, and amazing opportunities for career growth and personal development. Work AuthorizationPCS Software, Inc. will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire. This job description provides many examples of the types of responsibilities required but is in not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document. PCS Software, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. We thank all respondents for their interest in PCS Software, Inc. However, only those selected for an interview will be contacted. Direct applications from candidates only. This position is not open to agency submissions or inquiries.PI6bd00b433f95-25660-37182279

Keywords: PCS Software, Inc., League City , Implementation Specialist, Professions , Houston, Texas