Job Description
The Role, Enterprise Implementation Specialist
- this role is based for applicants located in Canada
SiteDocs, a GoCanvas company, is a leading provider of digital safety management software, trusted by thousands of teams to modernize and simplify workplace health and safety across construction, engineering, infrastructure, logistics, and beyond. We’re the highest-rated EHS platform on Gartner-owned Capterra, empowering field teams and safety leaders to replace paperwork, boost compliance, and drive real-time visibility where it matters most.
SiteDocs is part of the Nemetschek Group — a publicly traded European software company with a multi-billion-euro market capitalisation. The group brings together more than 15 specialised brands, including GoCanvas, Bluebeam, FirmusAI, Nevaris, AllPlan, VectorWorks, and SpaceWell, serving customers across the full AECO (Architecture, Engineering, Construction & Operations) spectrum. Together, we’re shaping a smarter, safer, and more sustainable built world.
Position Overview:
An Enterprise Implementation Specialist is intended to keep Enterprise customers happy and paying by facilitating product implementation and driving adoption by helping customers realize value early in the customer lifecycle and achieve outcomes using our solutions.
Your Most Important Initiatives:
Customer Happiness During the Implementation Phase
- Pro-actively works with assigned Enterprise customers to ensure successful product(s) adoption by following provided processes and procedures, combined with active listening to customers’ unique needs and responding accordingly.
- Works closely with the assigned Account Manager and other team members (eg. Technical Specialist) to ensure the Enterprise customer is set up for long-term success, including preparing them for potential expansion in the future.
- Is capable of providing in-person Implementation to companies, when applicable.
- As a second priority, as capacity is available, assists in implementation of non-enterprise customers.
- Facilitates training webinars, including designing, scheduling, and/or presenting.
- Responds to and manages Zendesk support tickets and emails for assigned customers.
- Responds to and manages phone calls that come through personal line or support line.
- Teaches customers how to use SiteDocs and how to achieve long-term, ongoing success.
- Addresses and finds solutions for customer product issues.
- Collects product feedback from customers and documents in Trello.
- Tracks activities and conversations with precision and efficiency in CRM.
- Provides assistance and support to other members of the Customer Success Team, when needed.
- Provides timely and successful delivery of solutions according to customer needs.
- Communicates clearly to the Support Specialist team the set-up needs of new customers and takes ultimate responsibility for the follow-through of all requests made.
Revenue Generation and Renewal
- Identifies and recommends upsells, professional services, and tier increases when applicable.
- Ensures customers have a good experience to increase potential of renewal.
General
- Provides suggestions on potential ways to improve processes, procedures, checklists, and other documentation.
- Executes on special projects given by leadership.
- Contributes to a culture of team building and continuous improvement.
- Attends regular meetings and other meetings as requested.
What You Bring:
- Proven customer support experience (or other relevant experience).
- Demonstrated ability to communicate (verbal, written, and listening), teach, and present concepts with excellence.
- Experience using iPads, tablets, smartphones, and device applications is a plus.
- An aptitude for problem-solving.
- Proficiency in using (or the ability to quickly learn) software programs.
- Expert-level knowledge and understanding of SiteDocs product support.
Why Join Us?
Join a mission-driven team focused on proactive customer success and long-term partnership. You’ll collaborate with supportive colleagues, impact business growth, and play a critical role in ensuring our customers thrive with GoCanvas & SiteDocs solutions.
Our success is rooted in a wonderfully wholesome culture, best defined by our four overarching values:
- Authentic Relationships - People are never a means to an end.
- Continuous Learning - Test every assumption and never stay stagnant.
- Interdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail together.
- Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data.
If you have any questions about your personal data privacy at SiteDocs, please visit our privacy page.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If you need special assistance or accommodation while seeking employment with us, please email [email protected] or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work in Canada. However, we are not able to sponsor visas.
We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected base salary for this position is about $75k CAD. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location.
This role is a #LI-Remote opportunity.
