Implementation Consultant

Role Overview

• Lead internal client implementations from kickoff through go-live, ensuring on-time, in-scope, and high-quality delivery
• Own project planning, timelines, and execution across discovery, workflow mapping, configuration, data validation, testing, and training coordination
• Partner with Product Support, Engineering, and Account Management to manage milestones, risks, dependencies, and scope changes
• Collaborate with implementation partners to uphold delivery standards and ensure consistent, brand-aligned customer experiences
• Serve as a subject matter expert for partner-led implementations requiring oversight or troubleshooting
• Support partner onboarding by sharing methodologies, templates, playbooks, and delivery standards
• Review partner progress and delivery quality, escalating concerns when needed
• Coach partners on best practices, process adherence, and effective product usage
• Build strong customer relationships through clear communication, transparency, and ownership
• Anticipate client needs and proactively mitigate risks
• Guide customers through change management to ensure go-live readiness and post-launch adoption
• Act as the voice of the customer, providing feedback and insights to internal teams
• Maintain deep knowledge of product functionality, configurations, integrations, and use cases
• Design and implement solutions aligned with customer needs and product best practices
• Identify recurring implementation challenges and communicate insights to Product and CX leadership
• Partner with Solutions Consultants on complex solution design, scoping, and non-standard workflows
• Execute implementation plans aligned with validated solutions
• Provide feedback on solution effectiveness to improve future delivery standards

Requirements

• Bachelor’s degree preferred
• 3–5+ years of experience in implementation, project management, customer success, or related roles (SaaS experience strongly preferred)
• Proven experience leading customer-facing projects from kickoff through delivery
• Strong project management skills with the ability to manage multiple implementations simultaneously
• Experience working cross-functionally with technical and non-technical teams
• Strong problem-solving and analytical skills
• Excellent communication and stakeholder management skills
• Ability to translate technical concepts into clear, actionable guidance for customers
• Experience working with or supporting implementation partners is a plus
• Strong sense of ownership, accountability, and customer focus
• Professional-level English proficiency (written and spoken)