Senior Implementation Experience Consultant

JOB SUMMARY:

As a Senior Implementation Experience Consultant, you are a strategic partner to D2L’s Revenue Organization and the clients they support. Your primary mission is to help clients envision and plan for a successful implementation by translating their business needs into standard and custom service engagements. By aligning our solutions with their goals, you reduce risk, accelerate time to value, and set the foundation for long-term success. Acting as the bridge between Sales, Product, and Delivery teams, you ensure that every engagement is grounded in realistic expectations and a shared understanding of outcomes. Your work empowers clients to make informed decisions and enables internal teams to deliver with confidence.  You work closely with Strategic Program/Project Managers, ITS Leaders, Clients, Sales, Product Management, Proposals, Legal, and Finance. Travel may be required. 

The role has responsibilities that traverse a broad spectrum of technical, business, and project accountability, including requirements facilitation; business analysis; technical solution design; and solution scoping documentation. 

HOW WILL I MAKE AN IMPACT?

• Own the definition of services scoping for new and existing clients 
• Liaise with Sales and Proposal Management teams to recommend appropriate service offerings and create responses to RFIs and RFPs  
• Act as the voice of both the customer and the Implementation and Training Services (ITS) organization, by being the Subject Matter Expert on ITS offerings. 
• Lead the services scoping experience by working closely with Sales on complex client needs during the pre-sales process. This involves:  
  • Requirements analysis with clients to establish an implementation and configuration plan for the solution 
  • Collaboration with implementation strategists on design to identify feasible solutions related to implementation of the product 
  • Raising critical issues and concerns to product and executives as required 
  • Presenting on ITS methodology and service offerings to prospects during sales process  
  • Building out custom documentation for scoping, including scopes of work (SOWs), schedules, PowerPoints, governance structures, etc.  
  • Assistance with custom pricing options and responses to estimate requests 
• Ensure proper information is documented about the client for knowledge transfers to internal teams and operational processes are followed 
• Contribute to the definition and documentation of new services offerings  
• Enable Sales and Solution Engineering Teams on ITS offerings 
• Own Confluence documentation for services scoping 
• Respond to internal inquiries about services offerings, pre-sales processes and timelines 

WHAT YOU'LL BRING TO THE ROLE:

Competencies: 

• Ability to instill confidence and influence customers’ decisions in a consultative manner as a trusted advisor 
• Strong organizational skills to prioritize and meet deadlines of multiple simultaneous projects 
• Highly proactive and independent 
• Understanding of project management principles 
• Comfortable in communicating with a range of technical and non-technical stakeholders to derive requirements 
• Excellent written and oral communication skills, with a passion for writing with precision 
• Ability to deliver quality professional presentations that can convince and persuade 
• Team oriented – able to easily foster collaborative and positive relationships between sales, services, and other internal teams 
• Leadership, initiative and execution –  able to identify organizational and informational gaps and define and execute plans to close gaps; take leadership in problem solving; drive programs from initiation to close 
• Skilled in business modeling and able to map out and discuss a client’s ecosystem at a high level 
• Experienced with systems integration and implementation of technical projects; LMS integration and implementation experience a strong asset 

Work Experience: 

• At least 8 years of experience in a technical consulting, project management or other client-facing role 
• Familiarity with enterprise software sales process 
• Experience in the educational technology sector or with an LMS 
• Experience interpreting and responding to RFPs, gathering client requirements, and writing SOWs 
• Experience coordinating multiple roles to gather elements for estimation