Drive and manage new customer implementations from start to finish, including requirements gathering, technical platform configuration, testing, administrator training, and go-live support
Be the primary technical point of contact for customers deploying Esper or expanding to implement additional functionality
Execute standard implementations for customers’ complete project lifecycles, managing overall scope, schedule, milestones, and risk throughout
Configure Esper to meet customer needs, guiding customers through UAT and ensuring readiness for launch
Build and maintain day-to-day project plans; monitor progress and timelines, adjusting as needed to ensure commitments and project success
Develop a deep understanding of the product, customer domain, and government policymaking workflows
Interact directly with government leaders, guide them through the implementation process, and empower them to become successful administrators and advocates of the Esper platform
Partner and collaborate with Product, Engineering, Sales, and Customer Success to develop delivery plans that balance scope, time, and quality

3+ years of experience in SaaS/Software Implementation, Project Management, or Customer Success, with at least 2 years working directly with both technical and non-technical stakeholders
Direct experience playing a key role in the implementation of SaaS or software solutions, with a track record of managing implementation projects through the full lifecycle
Proven ability to build and maintain strong customer relationships in client-facing roles, with a bias for action and focus on customer outcomes
Strong project leadership skills and analytical competence to overcome challenges and drive project success
Strong written and verbal communication skills, including the ability to present technical information to diverse audiences
Proficiency with common business tools (e.g., Office/Excel, GSuite, Jira, Salesforce, or PSA platforms)
Strong Excel skills, including the ability to use formulas, pivot tables, v-lookups, and error-checking to manage and format data
Track record of working in a fast-paced environment while balancing internal procedures, process improvements, and cross-functional collaboration
Team player with a “whatever it takes” mentality and ability to adapt to a rapidly changing product
Ability to travel domestically (up to 30%) depending on business need

Customer Solutions Consultant

Key skills