Implementation Consultant

Envisio customers manage incredible goals and the responsibility of communicating progress to their communities. It is this magnitude for which they use our software - managing strategic initiatives and transparency.

**About this role**

We are seeking a mature Implementation Consultant who can deliver a “change management” experience for our customer. Implementation Consultants at Envisio meet customers where they are in their journey of Strategic Planning and Performance management, and tailor their implementation to ensure our digital solution is on a path to being embedded into their culture - measured by early high-adoption.

Implementations are based on a framework of best practices, balancing build-for-them vs. enablement, custom training, and leveraging Envisio Consultants to fill strategy gaps. Because our customers are leadership teams with ever changing priorities, they need us to also balance patience with motivation to keep them on track. If you have experience training senior level roles in an online capacity, have conducted “change management” implementations, and have worked with governments and/or have SaaS experience, we want to hear from you.

**Key Responsibilities**
- Implementation Delivery - aligned to the customers goals and our recommended best practice to ensure maximum user adoption, including:

- Discover customer's maturity in strategic planning governance and roles involved in order to author a tailored Implementation timeline.
- Project manage the implementation hitting on milestones at an agreed time to value, while adapting to user turnover.
- Analyze a customer's Plan structure in order to recommend how it should be built in Envisio.
- Understand a customer's performance metrics. Analyze their several sets of Excel data and recommend how it should be sliced and diced to appear on graph visualizations, Dashboards, and an automated data flow.
- Recommend consulting workshops where gaps are identified that may not have been evident during the sales cycle.
- Partner with Envisio Customer Success Manager for a successful hand-off from Implementation to Adoption.
- Conduct Training - lead Envisio product training, including:

- Tailored, remote, hands-on training for all user types for both new and existing customers.
- On-site hands-on training, as required.
- From a template, write User Guides, where necessary.
- Administer training assignments - review progress before each next session.
- Conduct End-User feedback surveys post-training and be proactive with the actionable items.
- Partner with other Implementation Consultants to conduct customer agnostic live group training sessions.
- **Know how to create training videos? We have started to create these, we're eager to find someone who can own them moving forward
- Configure Envisio product to build out a customer's instance:

- Configure Plans from their Word versions into a structure they can update and maintain.
- Configure metrics from their several sets of Excel data into graph visuals they can automate and maintain.
- Configure public facing dashboards leveraging Plan and metric data, to tell their progress story.
- Configure Reports that will enable them to monitor and report on progress.
- Answering the 1-888 Envisio support line
- Addressing, resolving and documenting Zendesk tickets and escalating to Product & Development where appropriate
- Identify software enhancements and bug requests for the Product & Development team
- Improve Envisio implementation & support management processes by making recommendations based on themes, learnings, and experience - both past and at Envisio.

**Key Performance Indicators**
- Average 90 days from kick-off to implementation wrap-up
- High rate of product adoption post implementation
- 100% of support requests handled within MSA parameters

**About You**

You have a track record for truly teaching and delighting customers. You are an engaging teacher and have a keen sense for reading your audience - knowing when they're grasping concepts vs. needing more attention on others. You have that skill of keeping customers to task while not coming across demanding.
- Analytical thinker - you can slice and dice data into graph visuals
- Experience in online adult education
- Experience creating and recording training videos, a plus**:

- Experience providing support to customers - troubleshooting, submitting bug reports, through to closing the loop with the customer
- Experience in Zendesk or the like
- Basic understanding of project management disciplines
- Understanding of strategic planning and performance management principles a plus

**Why Envisio?**

We're a team of dedicated, friendly people working together to build something special. We're the most widely used strategy & performance management platform in local government and growing fast.

We're proud of our software, our inclusive team and our transparent, high-performing culture. If you're looking for a fulfilling en