Implementation Specialist

Location

Tauranga, Bay of Plenty

Position Type

Permanent – Full Time

Reporting To

Professional Services Team Lead

About Radfords

Radfords is a leading provider of innovative supply chain software solutions, helping businesses streamline operations and improve efficiency across complex environments. We partner with customers across New Zealand, Australia, and beyond, delivering software that supports critical operational processes throughout the supply chain.

As our business grows, we are focused on improving the way software implementations are delivered by using modern technology, automation, and AI-powered tools to scale delivery, reduce manual effort, and improve the customer experience. We’re looking for someone who shares that vision and is excited to help shape the future of implementation delivery at Radfords.

Role Overview

As an Implementation Specialist at Radfords, you will play a key role in bridging the gap between client requirements and successful software delivery. You will manage end-to-end implementation projects, acting as the primary point of contact for customers, coordinating timelines, and ensuring smooth onboarding and adoption of our solutions.

The successful candidate will combine project management, business analysis, customer engagement, training, technical configuration, and continuous improvement skills to deliver more efficient and consistent implementation experiences.

The role will also support existing customers through back-to-base activities, including scoping paid enhancements, delivering additional training, and identifying opportunities to improve how customers use Radfords products.

Key Responsibilities

Project Coordination & Client Engagement

• Serve as the primary customer contact throughout the implementation lifecycle.
• Guide customers through onboarding, clearly communicating milestones, responsibilities, risks, and deliverables.
• Manage multiple implementation projects while maintaining strong customer communication and project control.
• Track timelines, risks, dependencies, and project outcomes to ensure successful delivery.
• Facilitate project meetings, workshops, and stakeholder discussions.
• Identify and support back-to-base opportunities with existing customers, including scoping paid enhancements, consulting activities, and follow-on project work.
• Build trusted customer relationships through professionalism, expertise, and responsiveness.

Business Analysis & Documentation

• Gather, analyse, and document customer requirements.
• Facilitate workshops and stakeholder interviews to understand business processes and operational challenges.
• Produce requirements documentation and solution designs that support successful project delivery.
• Maintain implementation documentation, configuration records, and project decisions.
• Contribute to the ongoing improvement of implementation templates, standards, and best practice guides.
• Utilise AI-powered tools to improve documentation quality, reduce administration time, and increase consistency.

Technical Setup & Quality Assurance

• Configure software solutions based on customer requirements and agreed business processes.
• Assist with data preparation, imports, validation, and system setup activities.
• Conduct testing of workflows, integrations, configurations, and business processes.
• Support User Acceptance Testing (UAT) activities and coordinate customer sign-off.
• Identify, document, and communicate issues and defects to internal teams.
• Collaborate closely with Product, Development, and Support teams to resolve issues promptly.

Training & Customer Adoption

• Deliver structured training sessions to customers both remotely and on-site.
• Develop practical training approaches that promote successful user adoption.
• Create and improve training materials, guides, and implementation resources.
• Support customers during go-live activities and transition them successfully to business-as-usual support.
• Gather customer feedback and identify opportunities to improve the implementation experience.

Continuous Improvement, AI & Automation

At Radfords, we believe modern technology, AI, and automation can help us deliver implementations more efficiently, consistently, and at scale.

As part of this role, you will actively contribute to continuous improvement by:

• Identify repetitive tasks, bottlenecks, and opportunities for automation.
• Use AI-powered tools to improve documentation, analysis, testing, training material creation, and customer communications.
• Explore new technologies that could improve implementation efficiency, consistency, and scalability.
• Helping build repeatable frameworks, templates, and playbooks that reduce implementation effort.
• Monitor implementation performance and recommend practical improvements to delivery processes.
• Champion better ways of working within the Professional Services team.
• Share learnings, improvements, and best practices with colleagues.
• Stay updated on product enhancements and incorporate new features into implementation practices.

Essential Skills & Attributes

• Strong written and verbal communication skills.

• Excellent analytical, problem-solving, and critical-thinking abilities.

• Strong organisational and project coordination skills.

• Ability to manage multiple priorities and remain calm under pressure.

• Curious, proactive, and highly motivated to learn.

• Strong customer-focused mindset with excellent relationship-building skills.

• Comfortable facilitating training sessions and workshops to large groups.

• Demonstrated interest in AI, automation, process improvement, and emerging technologies, with a willingness to experiment with new tools and ways of working.

• Strong collaborative approach and ability to work effectively across teams.

• Flexible, adaptable, and open-minded, with a willingness to work within Radfords’ established processes while embracing change, feedback, and improvements to the way we deliver implementations.

Desirable Experience

• Experience in software implementation, onboarding, consulting, project coordination, business analysis, or professional services.
• Experience using AI-powered productivity tools such as Claude, Jira Rovo, Power Automate, or similar platforms.
• Knowledge of Agile delivery methodologies such as Scrum or Kanban.
• Experience using Jira or similar project management platforms.
• Experience within the horticulture, agriculture, produce, logistics, warehousing, or supply chain industries.
• Knowledge of retail EDI interfaces and integrations.
• Experience delivering customer training or facilitating workshops.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, Supply Chain, or a related field preferred.
• Equivalent industry experience will also be considered.
• Minimum of 2 years' experience in software implementation, onboarding, professional services, project coordination, or a related role.

What Success Looks Like

Within your first 12 months, you will:

• Successfully deliver customer implementations.
• Build trusted relationships with customers and internal stakeholders.
• Contribute practical improvements to implementation processes, frameworks, and ways of working.
• Help Radfords scale implementation delivery through automation, standardisation, and AI-enabled efficiency gains.
• Support back-to-base customer opportunities by helping scope enhancements, training, and follow-on services that deliver value to customers.

Travel Requirements

• Occasional domestic and international travel for customer projects.
• Travel may include New Zealand, Australia, and the United States.
• Travel is generally limited to a few trips per year depending on project requirements.
• Valid passport and flexibility to travel when required.

Benefits

• Competitive salary and performance-based incentives.

• Ongoing professional development opportunities.

• Collaborative, supportive team environment.

• Opportunity to influence and improve company-wide implementation practices.

• Flexible working arrangements:

  • Office attendance required Monday and Friday.
  • Work-from-home available Tuesday, Wednesday, and Thursday.

How to Apply

If you are passionate about technology, process improvement, customer success, and the practical application of AI to solve real business problems, we'd love to hear from you.

Please submit your CV and a cover letter outlining your experience and why this opportunity interests you via Seek.

Applications will be reviewed on a rolling basis, with interviews scheduled to begin in late September 2026.