Job Description

The Genesis Group (Gencore Candeo, Ltd.) is seeking a customer-focused Implementation Representative to join our eBONDS team. In this role, you will guide county and municipal jails, bond companies, and other agencies through the transition from paper bail bonds to eBONDS, our electronic bonding platform. You will travel onsite to execute Go Lives, train county and bond company staff, and ensure every customer leaves confident and fully operational on the system. This is a heavily customer-facing, travel-intensive role for someone who thrives on building relationships and delivering a great first impression.

Key Responsibilities

• Review the implementation package and confirm the tenant is ready for Go Live.
• Complete final data entry and build bond documents specific to the customer’s jurisdiction.
• Create and configure county and bond company user accounts in eBONDS.
• Schedule and lead onsite Go Lives, managing all logistics for the visit.
• Train county staff and eBONDS users onsite and remotely until they are confident using the system.
• Validate the tenant post-Go Live and close out the project with complete documentation.
• Maintain positive relationships with customers throughout the implementation process.
• Serve a variety of customers, including county and municipal jails, bond companies, and other public and private agencies involved in the bonding process.

Qualifications

• Minimum of one to two years of experience in customer interaction, customer support, or training role.
• Basic understanding of computer networks and general PC hardware/software troubleshooting.
• Excellent verbal and written communication skills, with the ability to explain technical steps to a non-technical audience clearly and patiently.
• Comfortable presenting and training in front of a room, both in person and remotely.
• Self-motivated, detail-oriented, and organized enough to manage multiple customer projects at once.
• Ability to stay calm, patient, and customer-focused during the pressure of a new system launch.
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
• Demonstrates honesty, integrity, and good moral judgment.
• Strong interpersonal skills to build relationships with customers and team members.
• Prior exposure to CRM tools, project workflows, or Microsoft Azure is a plus but not required.

Job Requirements

• Travel within the United States for onsite Go Live execution and training. This is a travel-intensive role.
• Provide remote operational support to eBONDS end users as needed.
• Rotate with other Implementation team members for on-call after-hours support duty.
• Accurately document customer interactions, inquiries, and resolutions in the CRM to ensure seamless follow-up and continuity.
• Effectively communicate with team members, providing daily updates on current projects.
• Effectively communicate with customers regarding project details, driving each implementation to completion.
• Identify process gaps and act as the voice of the customer, providing feedback to internal teams to improve products and processes.
• Participate in other projects, as assigned by Team Leaders.

Details

• Salary, full-time, generally 8:00am–5:00pm, Monday–Thursday (except when traveling or on-call).
• Position located in Tyler, TX.
• Genesis provides a full and very competitive benefits package.
• Up to 50% travel.