Location: Remote within Canada Employment
Type: Full-Time (40 hours/week)
About the Role
As an Implementation Consultant, you will play a key role in ensuring customers successfully adopt and realize value from our software. You will guide clients through onboarding, configuration, training, testing, and go-live activities while providing best-practice recommendations throughout the implementation process.
You will work closely with customers and cross-functional teams, including Customer Success, Product, Support, and Development, to deliver a seamless implementation experience and drive long-term customer satisfaction.
What You'll Do
Customer Onboarding & Implementation
- Lead assigned customer implementations from kickoff to go-live.
- Gather customer requirements and support solution configuration.
- Coordinate implementation activities, timelines, milestones, and deliverables.
- Assist with data migration validation, system setup, and user acceptance testing (UAT).
- Ensure project milestones and implementation standards are consistently met.
Training & Customer Enablement
- Conduct virtual and onsite training sessions for administrators and end users.
- Develop and maintain customer training materials, guides, and documentation.
- Assess customer readiness for deployment and adoption.
- Monitor training effectiveness and recommend improvements to onboarding programs.
Customer Relationship Management
- Serve as a primary point of contact throughout the implementation process.
- Provide proactive communication and project status updates.
- Troubleshoot customer questions and coordinate resolutions with internal teams.
- Advise customers on best practices and workflow optimization.
Process Improvement
- Create and maintain implementation processes, templates, and documentation.
- Contribute to continuous improvement initiatives across the Professional Services team.
- Provide feedback to Product and Development teams based on customer needs and implementation experiences.
Collaboration
- Partner closely with Customer Success, Support, Product, and Development teams.
- Contribute to team knowledge sharing and process enhancements.
- Assist colleagues with implementation planning and customer onboarding initiatives.
Requirements
What We're Looking For
Required Qualifications
- 3+ years of experience in SaaS implementations, onboarding, customer success, professional services, software training, or related customer-facing roles.
- Experience managing multiple projects or customer engagements simultaneously.
- Strong analytical, problem-solving, and organizational skills.
- Excellent communication and presentation skills.
- Ability to build strong customer relationships and influence stakeholders.
- Comfortable learning and explaining technical concepts to non-technical audiences.
- Ability to work independently in a fast-paced environment.
Preferred Qualifications
- Experience implementing SaaS, ERP, CRM, HRIS, association management, or business software solutions.
- Project management experience or exposure to implementation methodologies.
- Experience delivering software training or customer enablement programs.
- Experience supporting software integrations or data migration activities.
- Post-secondary education in Business, Information Technology, or a related field.
Success Factors
- Communication & Influence
Additional Requirements
- Ability to travel periodically within Canada and the United States as required.
- Valid passport and ability to travel internationally when needed.
- Criminal background check required.
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