Key Responsibilities:
Field Visits
- Conduct regular visits to client and partner locations to support the rollout and ensure proper understanding and usage of the SaaS platform.
- Provide on-ground troubleshooting and monitor user engagement.
Trainings
- Organize and conduct user training sessions for various stakeholders (field agents, supervisors, coordinators).
- Deliver content in the local language when required, adapting material to suit varying technical skill levels.
Ground Support & Local Language Assistance
- Act as the primary on-ground contact during and post-deployment.
- Provide local language support to ensure smooth communication and platform adoption by end users.
Project Tracking
- Maintain detailed project trackers and implementation logs.
- Track site-wise deployment progress, user onboarding, and issue resolution status.
Feedback Collection
- Collect structured and informal feedback from users in the field.
- Identify recurring issues or feature requests and relay them to the implementation or product teams.
Internal Coordination
- Collaborate with Field Agents (FAs) and central project teams to ensure alignment on timelines, issues, and next steps.
- Help streamline internal communication and documentation.
Qualifications & Skills:
- Bachelor's degree in Information Technology, Business, Communications, or related field
- 5 years of experience in field support, software implementation, or client-facing technical roles
- Familiarity with SaaS platforms and digital tools
- Strong verbal and written communication skills in English and Filipino (or other local dialects)
- Proficient in tools like MS Excel, Google Sheets, and basic project management platforms
- Comfortable with local travel
- Ability to manage multiple sites and tasks simultaneously
Preferred:
- Experience in implementing SaaS solutions in various sectors
- Exposure to field data collection tools like ODK, SurveyCTO etc.
- Basic understanding of CRM systems or enterprise software workflows
