Implementation Consultant

This is a fully remote position, open to applicants in Canada.

📋 Description

• Collaborate with the Senior Solutions Engineer and Account Director to oversee a portfolio of established clients as their primary technical liaison.

• Take ownership of the complete customer journey from implementation to long-term success, ensuring that phased implementation metrics are achieved and embraced.

• Handle configuration requests, updates to workflow configurations, user permissions, and data modifications.

• Convert customer business processes into streamlined Gatekeeper workflows.

• Provide initial technical support, resolve issues, and work alongside the broader Gatekeeper team for solutions.

• Cultivate relationships with customers to gain insight into their business processes, strategic objectives, and usage requirements.

• Advocate for customer needs and recommend enhancements to Gatekeeper functionalities.

• Monitor customer health and usage, pinpoint optimization possibilities, and highlight any engagement or usage risks.

• Track success metrics such as Time to First Value.

• Maintain documentation of customer configurations and significant interactions.

• Recognize expansion opportunities and relay leads to the appropriate Account Director.

• Assist in renewals by compiling data for strategic business reviews, showcasing platform value, and emphasizing engagement.

• Keep updated with product releases, best practices, and advancements in AI.

⛳️ Requirements

• A minimum of 3 years of experience in a customer-facing technical position related to SaaS implementations.

• A strong desire to help customers succeed and a keen interest in SaaS customer success models.

• Proven experience in achieving implementation milestones, accelerating Time to First Value, and fulfilling success criteria.

• An analytical mindset with the capability to grasp new software quickly.

• Background in configuration management, data mapping, and data migration.

• A genuine interest in AI advancements and a commitment to learning how to utilize AI tools effectively.

• Strong problem-solving skills and meticulous attention to detail.

• Exceptional organization skills and experience in supporting technical projects, tracking time, reporting progress, and identifying potential risks.

• Clear and professional communication abilities across verbal, video, and written formats.

• Comfort in customer-facing interactions and documenting business processes.

• A desire to build a career focused on customer value while learning from a senior team member.

• Ability to excel in a fast-paced, collaborative environment.

• Experience with Vendor Management or Contract Lifecycle Management platforms is a plus.

🏝️ Benefits

• 100% remote work: no offices and no commuting.

• Generous paid vacation allowance.

• Private Medical & Dental coverage.

• GRSP matching contributions.

• Employee Assistance Program.

• Opportunities for Learning & Development for lifelong learners.

• Technology: we supply everything necessary for you to perform at your best.

• Gatekeeper for Good: match funding available to support non-profit organizations in your local community.

• Gatekeeper retreats.

• Opportunities for national and international travel related to the role.