Implementation Specialist

**Organisations don't innovate, people do.**

As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good.

And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.

Join our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come.

**Who are we looking for?**

We are looking for an Implementation Specialist to join our team. Reporting to the Implementations Team Lead, this role will be an integral part of the global Products and Platforms team for the GHD Digital business.

As an Implementation Specialist you’ll work with our clients to successfully implement software products, supporting them through configuration, training, and rollout so they can make the most of their new tools.

Implementation specialists own the implementation from beginning to end, coordinating all activities and aiming at efficient delivery and a great customer experience. Working closely with clients and internal cross-functional teams, this role is responsible for ensuring open communication, timely delivery of the right work, and empowering the customer to make the most of our software.

**Bring your curiosity and passion to the technical challenges we solve at GHD. Then see how everyone gets behind you.**

With commitment, there’s no idea too big, no dream too far. We strive to create opportunity for all. Giving you leading training and development programmes to accelerate your growth.

Come and see where your career can take you and the impact your commitment can make.

**Let's solve the big problems together.**

**Working with an energetic and high performing team, this position offers a variety of work and will see you involved in**:

- Lead clients through the onboarding process of our software products, aiming to meet standard timelines for key milestones so that we can recognize the revenue to hit our internal financial targets
- Support clients in making the best possible use of our software and services in their business, and help them see the value of our tools
- Prepare for and lead client meetings, take notes, and follow up on all action items
- Ensure all delivery work is completed in alignment with our ISO standards
- Follow up with clients and internal teams to ensure tasks are being completed on schedule, and to the required specifications
- Anticipate next steps in the project, and identify potential risks or challenges as tasks are completed or due dates missed
- Motivate clients and internal teams to achieve due dates and project goals
- Maintain complete ownership of your client’s service requests throughout their lifecycles
- Be the voice of the client within our organization, to ensure we all understand what our clients’ needs are, what they expect from us and our products, how they feel about us and our products, etc. / Act as an internal champion of the goals, business needs, and pain points of our client base
- Troubleshoot to identify solutions or workarounds when needed to deliver on requirements or meet a client’s needs
- Coordinate with internal teams to identify answers to client inquiries
- Obtain final approval from clients on completed work and issue invoices from our financial system
- Provide suggestions on new processes or process improvements and assist in execution
- Create and maintain internal documentation surrounding team processes and workflows

**What you will bring to the team**:

- At least 1 year of customer service experience in any environment
- Personable, friendly, and approachable with soft skills in negotiation, persuasion, and facilitation
- Strong interpersonal skills and the ability to develop positive and lasting relationships with colleagues and clients
- Excellent verbal and written communication skills, with the ability and patience to help others understand what needs to be done
- Tech-savvy power user who is highly comfortable in the digital landscape, and confident to learn-by-doing with new software
- Creative problem-solver, with a demonstrated ability to be resourceful in finding solutions and workarounds especially in a software context
- Strong organizational and time management skills
- Strong prioritization skills and adaptability to shifting priorities
- Commitment to process improvement, effective problem solving and ability to think creatively

We won’t complain if you also have:

- Experience working with municipal and other public sector organizations in North America
- Proficiency in either Spanish or French languages
- Certified Associate in Project Management (CAPM)
- Familiarity with the software development lifecycle and SaaS business operations
- Experience working with Jira, Confluence, HubSpot, or other digital task tracking tools

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As a diverse and inclusive organization, we encourage ind