Implementation Consultant

Role Overview

• The role of the Implementation Consultant is to work with our commercial team to take new clients and configure the Vuelio platform to their specific requirements and to support the client through their implementation period.
• Strong project management, consultancy and customer service skills must be demonstrated to be successful in this role.
• You will be required to take complete ownership of multiple projects and work to ensure their successful completion.
• Implementation Identification of the customer needs and their Communication, PR and Public Affairs strategy Configuration of the customised Vuelio platforms in line with the customer’s requirements Designing and implementing Boolean media monitoring searches Liaising with third party suppliers to deliver a seamless integrated service Provision of bespoke customer product training Managing multiple projects meeting concurrent deadlines Operate with integrity, openness and honesty and represent the business in the utmost professional manner at all times.
• Inter-departmental collaboration Continuous collaboration with other departments and pods in order to improve the customers’ experience at every touch-point in the Company. Champion the success of the Help Centre through content enrichment and driving adoption. Proactively identify and address any inter-departmental blockers to reinforce positive change. Demonstrate collective responsibility
• working with other departments to exceed individual client expectations.
• Reporting/documentation Undertake data driven analysis for effective reporting and decision-making. Identify new product opportunities, defects and workarounds to feed back into the product development lifecycle. Ensure exceptional quality in all customer documentation (SOW/Project Plan/Proposals). Ensure ClientSuccess data is current.

Requirements

• 1-2 years of experience in a client-facing role, such as software implementation, support, sales, account management, or customer success
• High-level knowledge of a SaaS platform
• Experience managing projects of varying complexity
• Experience of positively tackling customer queries to satisfactory resolution
• Strong time management, and excellent written & verbal communication skills
• Computer literate and able to explain technical concepts to a non-technical audience
• Ability to quickly understand customer requirements and design suitable processes
• Has demonstrated ability to: develop and use collaborative relationships to facilitate the accomplishment of work goals proactively resolve issues share important or relevant information with the team, and adhere to the team’s expectations and guidelines.