Implementation Consultant

Function: Customer Experience

Reports to: Manager, Implementation

Reviewed Date: 3.2025

Position Summary:

The Implementation Consultant is responsible for managing the end-to-end partner onboarding process of our small to medium clients. 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. this position is responsible for driving results with clients, with the goal of increasing their satisfaction and retention. This role will be expected to manage customer expectations while partnering with product and engineering to deliver a constant improving modern platform.

Key Responsibilities:

• Lead new client implementation projects, providing technical support and guidance on best practices for Government clients.
• 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.
• Troubleshoot functional issues arising from implementations.
• Identify opportunities for knowledge management, documentation and service automation, and participate in creating those tools.
• Focus on new customer adoption of our product leading to a successful handoff post implementation to the Customer Success team.

Skills and Experience Needed:

• Bachelor’s degree in business, or a related field, preferred.
• 3-5 years of experience in a customer-facing role managing customer implementations in a SaaS company.
• 2-3 years' experience with cross-functional collaboration including Sales, Implementation, Support, Product/Development, and other internal teams.
• Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.
• Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner.
• Ability to manage customer conversations at all levels, including direct or indirect negotiations.
• Ability to work independently and manage multiple customer accounts simultaneously.
• Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems.
• Excellent verbal, written, presentation and project management skills.

 

Competencies:

Accountability

Adaptability

Applied Learning

Business Acumen

Collaboration

Customer Focus

Dealing w/Ambiguity

Decision Making

Driving for Results

Initiating Action

Planning & Organizing

Technical/Professional Knowledge/Skills