Implementation Consultant

Role Overview

• Drive projects from initiation to completion, maintaining tight control over timelines, budgets, and commercial outcomes.
• Act as a trusted advisor, turning customer requirements into carefully considered solutions that drive real impact through ongoing consultancy and collaborative workshops.
• Own the end-to-end configuration and setup of the software, ensuring it is tailored to each customer's specific workflows and requirements.
• Manage UAT phases, working closely with customers to resolve issues and sign off on solutions.
• Proactively identify risks to delivery and resolve blockers before they impact project timelines.
• Maintain clear and consistent project communication with both customers and internal stakeholders throughout.
• Build strong, trusted relationships with customer contacts at all levels.
• Act as a key point of contact for customers beyond go-live, supporting further requirements and ongoing project needs.
• Identify opportunities to add value and help customers grow their use of the platform over time.
• Hold yourself to a high standard of customer experience at every touchpoint, responding promptly to queries, setting clear expectations, and ensuring every interaction leaves customers feeling valued and confident in the process.
• Deliver engaging training sessions and webinars to help customers get the most out of the product, both at go-live and as new features are released.
• Deliver polished, persuasive product demonstrations to prospective customers alongside the Business Development team, adapting your approach depending on the audience and their level of familiarity with grant management software.
• Produce and maintain clear training materials and documentation.
• Develop deep, comprehensive knowledge of the product through structured onboarding, documentation, and hands-on experience.
• Stay current with product updates and new features, translating changes into practical guidance for customers.
• Act as an internal voice of the customer, feeding insights back to the product and development teams.

Requirements

• Proven experience in a project management, implementation, or professional services role — you are comfortable owning a project from kickoff to completion.
• Excellent communication and active listening skills, with the ability to tailor your approach to different audiences and stakeholders.
• Strong ability to gather, challenge, and define requirements — you know the right questions to ask.
• Highly organised and self-directed, with a track record of managing your own workload to meet deadlines without close supervision.
• Confident working independently while also contributing effectively as part of a collaborative team.
• A fast learner with a genuine curiosity — you enjoy getting under the skin of a product and becoming the go-to expert.
• Experience delivering training, demos, or webinars is an advantage.
• Demonstrated ability to work with a diverse range of customers — from large, complex charitable organisations to small societies and micro-funders — adapting your approach, communication style, and delivery to suit the scale and sophistication of each.
• Knowledge of or experience in the grants management or non-profit sector is desirable but not essential.
• Technically confident, with the ability to handle system configuration, work with data and reporting requirements, and translate technical concepts into plain language for non-technical stakeholders.