Implementation Consultant

Location: Remote within Canada Employment

Type: Full-Time (40 hours/week)

About the Role

As an Implementation Consultant, you will play a key role in ensuring customers successfully adopt and realize value from our software. You will guide clients through onboarding, configuration, training, testing, and go-live activities while providing best-practice recommendations throughout the implementation process.

You will work closely with customers and cross-functional teams, including Customer Success, Product, Support, and Development, to deliver a seamless implementation experience and drive long-term customer satisfaction.

What You'll Do

Customer Onboarding & Implementation

• Lead assigned customer implementations from kickoff to go-live.
• Gather customer requirements and support solution configuration.
• Coordinate implementation activities, timelines, milestones, and deliverables.
• Assist with data migration validation, system setup, and user acceptance testing (UAT).
• Ensure project milestones and implementation standards are consistently met.

Training & Customer Enablement

• Conduct virtual and onsite training sessions for administrators and end users.
• Develop and maintain customer training materials, guides, and documentation.
• Assess customer readiness for deployment and adoption.
• Monitor training effectiveness and recommend improvements to onboarding programs.

Customer Relationship Management

• Serve as a primary point of contact throughout the implementation process.
• Provide proactive communication and project status updates.
• Troubleshoot customer questions and coordinate resolutions with internal teams.
• Advise customers on best practices and workflow optimization.

Process Improvement

• Create and maintain implementation processes, templates, and documentation.
• Contribute to continuous improvement initiatives across the Professional Services team.
• Provide feedback to Product and Development teams based on customer needs and implementation experiences.

Collaboration

• Partner closely with Customer Success, Support, Product, and Development teams.
• Contribute to team knowledge sharing and process enhancements.
• Assist colleagues with implementation planning and customer onboarding initiatives.

Requirements

What We're Looking For

Required Qualifications

• 3+ years of experience in SaaS implementations, onboarding, customer success, professional services, software training, or related customer-facing roles.

• Experience managing multiple projects or customer engagements simultaneously.

• Strong analytical, problem-solving, and organizational skills.

• Excellent communication and presentation skills.

• Ability to build strong customer relationships and influence stakeholders.

• Comfortable learning and explaining technical concepts to non-technical audiences.

• Ability to work independently in a fast-paced environment.

Preferred Qualifications

• Experience implementing SaaS, ERP, CRM, HRIS, association management, or business software solutions.

• Project management experience or exposure to implementation methodologies.

• Experience delivering software training or customer enablement programs.

• Experience supporting software integrations or data migration activities.

• Post-secondary education in Business, Information Technology, or a related field.

Success Factors

• Customer Focus

• Communication & Influence

• Problem Solving

• Time Management

• Adaptability

• Collaboration

• Accountability

• Continuous Learning

• Results Orientation

Additional Requirements

• Ability to travel periodically within Canada and the United States as required.

• Valid passport and ability to travel internationally when needed.

• Criminal background check required.

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