Senior Implementation Consultant

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

📋 Description

• Take ownership of the implementation strategy for designated client-facing solutions.

• Develop comprehensive implementation processes, templates, checklists, discovery guides, launch plans, training materials, and handoff standards.

• Define the criteria for a successful client launch.

• Set clear launch readiness criteria prior to a client going live.

• Monitor implementation progress, risks, outstanding items, client preparedness, and internal dependencies.

• Identify opportunities for standardizing, simplifying, or enhancing implementation work.

• Assist in determining future needs for the implementation team as client demand increases.

• Lead client implementations from the kickoff phase through to go-live and initial adoption.

• Act as the primary implementation owner and escalation point during the launch process.

• Manage project scope, timelines, milestones, risks, dependencies, and client responsibilities.

• Facilitate kickoff calls, discovery sessions, workflow reviews, status meetings, training sessions, and launch readiness assessments.

• Ensure alignment among clients and internal teams through effective communication.

• Handle multiple client launches simultaneously while maintaining attention to detail and follow-through.

• Clarify client expectations before, during, and after the implementation phase.

• Conduct discovery sessions to grasp client objectives, current processes, user roles, workflow necessities, data requirements, reporting needs, and criteria for launch success.

• Convert client requirements into precise implementation steps and configuration decisions.

• Assist clients in aligning to recommended workflows while documenting necessary client-specific setups.

• Early identification of process gaps, edge cases, and launch risks.

• Clearly document decisions, requirements, outstanding questions, and handoff items.

• Supervise client setup, encompassing users, roles, permissions, workflow settings, forms, templates, notifications, dashboards, documents, and related configurations.

• Create quality assurance checks to minimize configuration errors and launch complications.

• Validate setups against client requirements and internal standards.

• Develop and manage testing plans prior to launch.

• Coordinate client testing and monitor defects, inquiries, and changes.

• Ensure that key workflows are tested from both administrative and end-user perspectives before go-live.

• Oversee data readiness, data mapping, validation, imports, user lists, employee records, locations, departments, job structures, templates, documents, and related setup components.

• Aid clients in transitioning from previous HR, workforce, onboarding, screening, or employee record systems by defining necessary data migration, structural organization, and validation processes prior to launch.

• Collaborate with internal technical teams and client stakeholders on approved integrations, data exchanges, user provisioning, SSO, SFTP, APIs, or other supported connection methods.

• Track technical requirements, migration risks, data gaps, blockers, and decisions.

• Assist in troubleshooting setup, access, data, workflow, and integration issues during implementation.

• Escalate technical blockers as necessary while maintaining ownership of client communication and project advancement.

• Differentiate between system defects, configuration challenges, process gaps, data quality issues, training deficiencies, and client readiness concerns.

• Design and deliver role-based training for client administrators, managers, operational users, and other stakeholders.

• Develop training materials, quick-reference guides, client communication templates, and implementation documentation.

• Educate clients on how to effectively use the solution and incorporate it into their daily operations.

• Provide support on launch day and in the early post-launch phase.

• Monitor adoption risks, client inquiries, workflow obstacles, and training deficiencies following the launch.

• Ensure a seamless handoff to Client Success and Account Management.

• Collaborate with Product to relay client feedback, recurring implementation challenges, product gaps, and opportunities for improvement.

• Work with Engineering and technical teams to clarify requirements and resolve launch impediments.

• Coordinate with Operations to ensure that implemented workflows can be sustained post-launch.

• Collaborate with Client Success and Support to guarantee smooth client transitions after go-live.

• Work with Sales, as needed, to clarify implementation scope, timelines, and client expectations prior to launch.

• Partner with Compliance when implementation decisions involve sensitive data, documentation, screening workflows, or regulated processes.

⛳️ Requirements

• Over 7 years of experience in SaaS implementation, client onboarding, professional services, customer success operations, HR technology, workforce technology, background screening, compliance operations, or a similar client-facing environment.

• More than 3 years of experience leading complex client implementations, implementation teams, or cross-functional launch programs.

• Proven experience managing multiple client launches or implementation projects simultaneously.

• Skilled in gathering requirements, documenting workflows, and translating client needs into system setups or implementation tasks.

• Experience in supporting implementations that entail data migration, data mapping, record transfers, system transitions, or setups from previous client systems.

• Familiarity with collaborating with technical teams on integrations, data imports, data mapping, user provisioning, SSO, APIs, SFTP, or system-to-system transitions.

• Experience in creating implementation playbooks, project plans, training materials, process documentation, or launch frameworks.

• Excellent client-facing communication skills, with the capability to manage senior client conversations and escalations effectively.

• Strong project management, organizational, documentation, and follow-through skills.

• Ability to thrive in a growing product environment where not every process is fully established.

• Builder Mindset: You take pleasure in creating structure where it is absent and are motivated by developing repeatable processes, documentation, training materials, and implementation standards.

🏝️ Benefits

• Medical insurance with company contribution

• HSA with company contribution

• Dental insurance with company contribution

• Vision insurance

• Employer-paid life insurance and long-term disability

• Short-term disability

• 401(k) with company match

• Paid holidays

• Paid time off

• Paid sick time

• Pet insurance

• Remote work environment