Cloud Upgrade Implementation Specialist – Tax

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Cloud Upgrade Implementation Specialist – Tax

Bath, MI

Full-time

BS&A Software, a market-leading software organization with proven technology, is seeking a highly motivated and skilled Cloud Upgrade Implementation Specialist with a Tax focus to join our team. You will play a key role in assisting with the implementation of BS&A's cloud-based ERP software for our customers in local governments and utility districts throughout the country who are upgrading from our on-premises solution.

As a Cloud Upgrade Implementation Specialist, you will be responsible for the successful planning, execution, and management of cloud upgrade implementations. This role is customer-facing and combines both technical and functional skills to successfully upgrade customers from our existing on-premises software to our cloud-based software. While you will specialize in the BS&A Tax module suite, you will also contribute to upgrades across other modules, so breadth of learning is expected.

This role requires significant travel (up to 75%) to customer sites. When not traveling, you will perform standard Upgrade Specialist work with a focus on, but not exclusive to, the Tax module suite.

If you are a highly motivated individual with a passion for technology, a commitment to teamwork, and a desire to contribute to the success of our organization, we'd love to hear from you!

• Lead or support all aspects of implementation of the BS&A Cloud ERP for customers upgrading from the on-premises BS&A solution.
• Serve as a go-to Upgrade resource for the BS&A Tax modules and perform on-site and remote upgrade work for Tax customers.
• Perform Upgrade Specialist duties on other module upgrades as needed, including during non-travel time.
• Travel to customer sites (up to 75%) to guide customers through the implementation process, including on-site training, go-live support, and relationship building. Travel schedules will be coordinated in advance.
• Direct customer interaction to guide them through the implementation process, which includes setting the proper expectations, scheduling, training on core processes, and providing support during the implementation period.
• Educate customers on how to use the Cloud-based software for their core day-to-day processes.
• Support customers through all phases of the upgrade as required to ensure that all customer requirements are met, leading to successful acceptance and adoption of BS&A's Cloud ERP software.
• Provide prioritized customer support for recently upgraded customers to which you are assigned for a defined period post-live.
• Diagnose, research and analyze customer concerns and requests, and ensure customer satisfaction.
• Verify data and municipal customizations to ensure critical components are converted successfully.
• Create and maintain documentation related to upgraded processes and client-facing materials.
• Define, analyze, and interpret customer business needs and procedures, aligning them with project objectives.
• Configure and customize the ERP system in line with the customer's operational methods and BS&A's recommended practices.
• Identify and document business and technical prerequisites for specific software design, forms, reports, interfaces, processes, and configuration changes.
• Develop user documentation and guidance materials for customers.
• Conduct software training for end-users both remotely and in person, sometimes training several customers simultaneously.
• Act as the customer liaison to ensure a smooth handover of the customer account to the Customer Support team.
• Collaborate with Project Managers, Data Conversion Developers, and other Upgrade and Implementation & Training Specialists.
• Keep project plans and status current in Certinia in…