Implementation Consultant

Implementation Consultant 

Function: Customer Experience 

Reports to: Manager, Implementation 

Position Summary: 

The Implementation Consultant is responsible for managing the end-to-end partner onboarding process of multiple implementations. To ensure a smooth transition of all clients this position owns implementation project plan development, partnership communication, internal strategy and operations for their current implementations, and change management for all stakeholders impacted by the implementation. Additionally, this position is responsible for driving results with clients, with the goal of increasing their satisfaction and retention. 

Key Responsibilities: 

• Lead new client implementation projects, providing technical support and guidance on best practices. 
• Collaborate with Customer Success team to strategize on new accounts, designing and executing implementation plans. 
• Act as a proactive and organized project manager, guiding new clients through the implementation process and shortening time-to-value. 
• Manage and coordinate multiple customer implementations simultaneously as the implementation lead. 
• Gather customer requirements through interview and analysis and translate to our product’s capabilities. 
• Configure product software applications for customers using a training and enablement approach. 
• Track project plans, and report project progress to appropriate parties. 
• Participate in knowledge transfer sessions, product training and other strategic initiatives as needed. 
• Consult with customers on system configuration based on product and industry best practices. 
• Facilitate touchpoints and status meetings with customers in a timely and professional manner. 
• Contribute to the development of best practices, project standards and methodologies to improve efficiency and effectiveness of implementations and team processes, policies, & procedures. 
• Troubleshoot functional issues arising from implementations. 
• Identify opportunities for knowledge management, documentation and service automation, and participate in creating those tools. 

Skills and Experience Needed: 

• 2+ years relevant experience in implementation, onboarding, consulting, support, sales engineering, or technical problem-solving within a SaaS business. 
• Exceptional oral and written communication and presentation skills. 
• Strong time, task, and project management skills.