Implementation Consultant

Implementation Consultant

Role Overview

As an Implementation Consultant, you'll be the day-to-day technical contact for a portfolio of customers - owning their phased implementation, translating business processes into efficient workflows, and guiding them from setup through long-term adoption with new AI and automation features. With mentorship from a Senior Solutions Engineer, you'll maximise value, secure renewals, and transform how customers manage compliance, risk, and supplier relationships on AI-first platform.

What You'll Do

• Partner with the Senior Solutions Engineer and Account Director to manage a portfolio of established customers as their key technical contact.
• Own the full customer journey from implementation to long-term success, ensuring phased implementation metrics are met.
• Handle day-to-day technical tasks - configuration requests, workflow updates, user permissions, and data updates - and help customers translate business processes into efficient workflows.
• Act as first-line technical support, troubleshooting and collaborating with the wider team for fast resolutions.
• Build deep customer relationships and be the voice of your customer - championing their needs and suggesting product enhancements.
• Monitor customer health and usage, track key metrics like Time to First Value, and flag engagement or usage risks to the Senior Solutions Engineer.
• Document configurations and key interactions for transparency across the team.
• Surface expansion opportunities to the relevant Account Director and support renewals by preparing data for strategic business reviews.
• Stay curious about new product releases, best practices, and AI advancements.

What You'll Bring

• 3+ years in a customer-facing technical role (Technical Support, IT, Junior Implementation, or similar) supporting SaaS implementations.
• A genuine passion for helping customers succeed and interest in SaaS customer success models.
• Experience hitting implementation milestones - driving Time to First Value and delivering on success criteria.
• An analytical mindset, a love of learning new software, and comfort with configuration management, data mapping, and migration.
• Genuine interest in exploring AI advancements and a commitment to leveraging AI tools in your work.
• Strong problem-solving skills and exceptional attention to detail - organised, with experience supporting technical projects, tracking time, reporting progress, and identifying risks.
• Clear, professional communication (verbal, video, and written) and confidence in customer-facing interactions and documenting business processes.
• Excitement to build a career in customer value, learn from senior team members, and thrive in a fast-paced environment.

Nice to Have

• Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms.