Implementation Consultant

4 months ago

Vancouver, Canada Shiftboard Full time

We are looking for the next member of our outstanding customer success team Implementation Consultants are responsible for successfully onboarding our new customers. You will liaise between the customer, sales, support, and product management to ensure the successful implementation of SchedulePro workforce management solutions.

As Implementation Consultant, you will spearhead client projects, forging enduring partnerships with new clientele. You will delve into their business objectives, orchestrate and steer onboarding projects to fruition, and conceptualize a pertinent solution blueprint that integrates industry-leading practices. Adherence to a structured implementation procedure that consistently achieves implementation milestones and target completion dates is a key aspect of this role.

**Who we're looking for**

You have the ability and interpersonal skills to build relationships and trust with new customers, gather the right requirements from them, configure appropriate solutions for their needs, liaise with the development team on any required software extensions, deliver the "finished" product into users' hands, and leave them confident in using the software.

You are organized and logical in your approach because you are responsible for keeping projects on track and managing change within organizations. You will create and drive progress to project timelines when working in Agile with waterfall-minded customers.

You want to deliver amazing service. You understand that SaaS businesses sell a service and not just a product - and that the solution you are designing is for the customers that use it. You look for every opportunity to delight customers and users. You will help look for ways to optimize our service offerings from sale to post-launch.

You are technically minded, think systematically, and thrive on seeing customer projects launch successfully (and, of course, you'll have helped define what "success" looks like). You know there's no perfect solution, but you feel pretty good when you've come close

**What you'll do**
- Manage projects by creating implementation work plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
- Uncover, analyze, and comprehend various system requirements requiring review and consideration of multiple business priorities.
- Advise customers on solution features, configuration options, and system processes and procedures.
- Manage changes to requested solutions, including following the documented change request process for scope and billing management.
- Onboard clients, including creating training material and conducting effective training calls and/or client visits.
- Proactively surface project risks and issues for the team to address and provide consultative guidance and dynamic solutions for any issues.
- Provide proactive outreach at all stages of the implementation lifecycle.
- Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions.
- Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention.
- Participate in customer support standby rotations when the regular support team is unavailable.
- Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro solutions.

**Skills you'll need**
- Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution.
- One or more years of experience managing and successfully delivering software implementation projects in consulting companies.
- Excellent communication and presentation skills.
- Must be personable and enjoy working with people in an entirely customer-facing role.
- Knowledge of project management/delivery tools like Smartsheet, Microsoft Project, Azure DevOps, Jira, and Confluence.
- Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured.
- Demonstrated ability to work both collaboratively as part of a team and independently with mínimal supervision.
- Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues.
- Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation.
- Working knowledge of Scrum and other Agile methodologies.
- Bonus: previous experience with programming or ability to write simple database queries and scripts.
- Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, and ticketing/tracking systems.
- Experience in the Workforce Mana

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