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.

Work arrangement
Yes