Professional Services Specialist-Accreditation

Overview

This is a remote role. Applicants must already live in the United States. #LI-Remote

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, adult probation, juvenile detention, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference – day in and day out.

Professional Services Specialist – Accreditation plays a key role in ensuring that clients are satisfied with Lexipol’s applications and platform services, that they meet their business needs, and that any issues are promptly and effectively resolved. The Professional Services Specialist is responsible for designated projects with specific scopes of work to be completed within specified timelines using established methods. The Professional Services Specialist – Accreditation will assist clients with configuring their application(s) to fit the needs of the agency and bringing the application online within a specified timeframe.

This is a client-facing role that provides technical recommendations to customers on configuring their systems as well as providing training to agency staff on how to administrate and use the system.

This is done through working in these areas of focus:

• Oversee the entire client project implementation process from start to finish, ensuring timely and budget-compliant completion using project management tools.
• Initiate discussion and provide expert guidance around software configuration decisions in compliance with standard practice guidelines.
• Provide project leadership and direction in a remote collaborative team environment including the coordination and scheduling of implementation and training meetings with clients.
• Develop and maintain project management tools for tracking implementation processes.
• Monitor project execution, escalate issues, and communicate project status to leadership.
• Create and maintain project plans, including key deliverables, milestones, roles, and responsibilities.
• Collect and use client feedback to escalate issues and recommend improvements to practices and system changes.
• Develop effective rapport with the client team to foster trust and support successful implementation.
• Document all client contact, issues, and resolutions in CRM or Customer Support Desk and run ad hoc reports for analysis.
• Participate in the development and updating of standard operating procedures for the department.

• Provide virtual administrator and end-user training sessions conducted in various formats, such as in-person classes, virtual webinars, and one-on-one coaching.
• Orient clients to the application onboarding site and provide technical support via telephone, video conference, or email.
• Adapt training to account for individual learning styles, needed accommodations, and company modifications.
• Monitor training registration, record attendance, and prepare reports on user participation.
• Evaluate training effectiveness through assessments and user feedback.
• Maintain current knowledge of applications and participate in testing updates and new releases.
• Participate in curriculum development, planning, and scheduling, and maintenance of application training resources.
• Provide post-training support, including follow-up sessions and refresher courses.
• Maintain records of training sessions, attendance, user progress, and client interactions.
• Generate reports on training activities, effectiveness, and user satisfaction.

• Gather and analyze requirements from stakeholders to configure software and service offerings according to their needs on time, to client specifications and with accuracy and efficiency.
• Set up user roles, permissions, and access controls, and configure system settings, workflows, and integration points.
• Conduct pre-deployment and post-deployment testing to ensure software functionality and validate successful installation and…