Senior Implementation Consultant

This is a fully remote position, open to applicants in California, +12 more states.

📋 Description

• We are initiating a new Professional Services (PS) division at UpGuard, and this role is a foundational hire from Day 1. We are seeking an experienced professional who will not only implement existing strategies but also help develop them. You will oversee intricate enterprise deployments while collaborating with leadership to establish the standard operating procedures that will support our global team.

• Foundational Practice Building: Create and document repeatable implementation methodologies, project plans, and SOPs informed by your hands-on experiences.

• Enterprise Delivery & Scope Management: Take complete ownership of complex deployments. Manage client expectations rigorously, prevent scope creep, and lead User Acceptance Testing (UAT) to ensure a smooth transition to Customer Success.

• Technical Integration & Platform Expertise: Gain in-depth knowledge of UpGuard's capabilities. Design and troubleshoot complex integrations utilizing REST APIs, webhooks, and third-party systems (ITSM, SIEM, SSO).

• Process Re-engineering & Translation: Convert vague client requirements into clear technical specifications. Revamp legacy vendor risk workflows to take advantage of UpGuard's automation and industry-leading practices.

• Stakeholder & Cross-Functional Leadership: Cultivate trust with both technical audiences (IT/SecOps) and executive sponsors (CISOs). Serve as the bridge between PS, Sales, and Product to relay field insights back into the roadmap.

⛳️ Requirements

• 5+ years of experience in a B2B SaaS implementation, solutions architecture, or professional services role, demonstrating a successful track record in managing multiple, complex enterprise deployments. Experience consulting with large organizations (5,000+ employees) is essential, and expertise in GRC is highly preferred.

• The "Builder" Mindset: Remain composed amidst uncertainty. You naturally aim to improve situations and flourish in environments where the playbook is continuously adapting.

• Proficiency with PSA tools (Rocketlane, Certinia, Productive, etc.).

• Exceptional capability to engage effectively with executive stakeholders, challenge when necessary, and guide clients towards best practices rather than merely following orders.

• Your success will be evaluated based on your ability to drive adoption and standardization through key performance indicators: Time-to-First-Value (TTFV): Accelerating the timeline from project kickoff to the customer's first live, automated workflow.

• Fixed-Fee Realization (Margin): Effectively managing client expectations and preventing scope creep to ensure that complex deployments are delivered efficiently within our standardized service offerings.

• Customer Satisfaction (CSAT): Successfully leading User Acceptance Testing (UAT) to guarantee a smooth and highly-rated transition to the Customer Success team.

🏝️ Benefits

• Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being.

• WFH set-up allowance: To ensure you have the right working environment, we will assist you in getting set up within your first 3 months at UpGuard.

• $1500 USD annual Learning & Development allowance: To foster your career growth, all team members can expense development opportunities against this allowance.

• Annual leave: 6 weeks PTO plus two additional UpGuardian leave days to recharge.

• 18 weeks paid Parental Leave: Available for all parenting roles.

• Personal Leave Allowance: Includes sick and carer’s leave.

• Fully remote working environment: While we have offices in Sydney & Hobart, attendance is not compulsory.

• Top-spec hardware: All team members will receive high-performance laptops for their roles.

• Generative AI subsidy: UpGuard offers paid subscriptions for all team members to access generative AI tools to support their work.

• Health Insurance: Coverage for health, dental, and vision.