Implementation Specialist – Wicket Web™

Job Title: Implementation Specialist – Wicket Web™
Department: Customer Experience
Reports to: General Manager, Services
Term: Full-Time Permanent
Job Level: Intermediate
Salary range: $70,000 – $80,000

Join our team of trailblazers in Association Technology!

Are you ready to make waves in the tech world? At Wicket, we’re at the forefront of technological innovation for Associations and Not-for-Profits. As a fully remote team, we’re breaking barriers and setting new standards. Join us, and be a part of the tech revolution in the Association and Not-for-Profit space!

About Us

Wicket offers two main software products. The first is our Member Data Platform (Wicket Member™), which is the first of its kind and revolutionizes data management for associations. The second is a web and e-commerce platform (Wicket Web™) that caters to the unique website needs of associations, leveraging the power of WordPress and WooCommerce.

Wicket is the creator of the world’s first Member Data Platform (Wicket Member™), a revolutionary product that has created a new software category. Alongside Wicket Member™, Wicket is now bringing to market a productized web and e-commerce platform (Wicket Web™) built on top of the open-source WordPress Content Management System. 

Our customers are forward-thinking Associations and span across nearly every industry; Associations create communities and advocate for a better world for their members. For instance, our clientele includes a think tank for better public policies in Canada and an organization whose members directly impact children’s healthcare. Join us in our mission to transform the way associations operate and engage with their members!

Learn about Wicket’s culture, benefits, values, and other opportunities at wicket.io/careers

About You

As Implementation Specialist – Wicket Web™, you will be responsible for designing solutions and meeting business needs through the effective delivery of Wicket’s technology. You will be part of the Customer Experience team and will be committed to the successful onboarding and training of all Wicket Web™ customers.

As our ideal candidate, you’ll become an expert on the Wicket Web™ product, and work closely with customers to understand how their business processes and goals can be mapped to our product offering. 

You are someone who is willing to go the extra mile to help ensure the Wicket Web™ platform is exceeding the business goals of our customer. You are a problem solver, a collaborator, and love to find creative solutions to complex problems.

You are organized, efficient, able to manage priorities and communicate effectively with teams across the organization.

Key Responsibilities:  

• Conduct thorough requirements discovery sessions with clients to understand their business processes, challenges, and goals for implementing the web solution.
• ​​Analyze client requirements and determine the best configuration and customization options within the web platform.
• Collaborate closely with clients to translate their business requirements into actionable implementation plans, ensuring alignment with industry best practices and platform capabilities.
  • Leverage in-depth knowledge of tools and technology to configure and customize the web platform to meet client needs effectively
  • Produce workflow diagrams, data flow maps, integration diagrams, component wireframes, and feature specifications as part of the customer implementation documentation.
  • Lead the configuration of patterns and templates within the web solution to deliver an optimal user experience, while meeting the customer’s business needs.
• Work closely with cross-functional teams, including project management, product, data, and customer support, to ensure seamless integration of the configured solution into the client’s environment.
• Collaborate with the Customer Experience team to manage tasks and priorities across client implementations.
• Work closely with client stakeholders and technical teams to define integration requirements, including data mapping, API usage, and the end experience for users.
• Collaborate with cross-functional teams, including product development, to implement and test integration solutions, ensuring seamless interoperability between systems.
• Develop and maintain documentation, including user guides, FAQs, and training materials, to support clients throughout the implementation process.
• Lead training sessions for client stakeholders to ensure a clear understanding of the configured solution and its capabilities.

Required Skills and Experience:

• 2 – 3 years experience working in an implementation role with an enterprise SaaS product
• Experience in website product implementations, or a professional services delivery capacity
• Strong experience working with the WordPress Content Management System, including Gutenberg blocks
• Excellent customer-facing communication skills both written and verbal
• Sound technical knowledge
• The ability to multitask effectively
• The ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Excellent organizational and time management skills
• Detail-oriented

Nice to haves: 

• Background in User Experience, Business Analysis or Web Development
• Experience or familiarity with the digital agency environment, operations, and processes
• Familiarity or experience with Agile development practices
• Experience working with Associations or Not For Profits
• Experience with WordPress toolset including, Woo and The Events Calendar. 
• Experience with any commonly integrated platforms; Event Management Systems, Learning Management Systems, Email marketing platforms, etc. 

What we offer:

• The opportunity to work remotely from anywhere in Canada
• Competitive salary
• Competitive health benefits (dental, vision, paramedical, prescriptions, out-of-country care) that extend to programs including mental health, employee family assistance, and Best Doctors
• An annual wellness stipend towards gym memberships, fitness equipment, sports fees, etc.
• An annual professional development stipend and dedicated time for professional development
• Highly intentional, progressive practices around feedback, team-building, skills and career development, and peer-to-peer recognition
• An equal opportunity employer who prioritizes diversity and inclusion 
• Awesome culture and a growing team that has been around for over 20 years!
• Certified Great Place to Work
• Paid vacation time, paid personal “life leave” and your birthday off
• We love dogs, trivia, and wine/beers/soda on Friday

We are accepting applications for remote workers from anywhere in Canada. 

When you apply please provide a cover letter clearly explaining how your background is a good fit for this position.

Wicket is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.