Implementation Consultant

Clue Software; West of England; Remote; GBP 65,000 - 90,000; Full time

Job summary

Clue Software is looking for a driven onboarding lead to partner with Professional Services, Sales, Customer Success, and Support. You will translate customer processes into Clue configurations, manage implementation projects, and train users across the organization.

The role is remote-first with travel to site as needed and requires the ability to obtain security clearance, including UK residency requirements.

Qualifications

• Experience delivering end-to-end implementations/projects within a SaaS or technology-centred environment.
• Translating scope and requirements into delivery plans and keeping projects on track.
• Working to Statement of Work/fixed scope.
• Process-oriented with ability to map business requirements to configuration.

Responsibilities

• Kick off projects and set expectations of goals and deliverables.
• Gather process and configuration requirements for system build.
• Configure back-end and front-end systems for test and live environments.
• Deliver engaging training to customers and support go-live.
• Manage go-live and adoption reviews, ensuring project profitability.

Skills

End-to-end SaaS implementations

Project management

Stakeholder management

Training delivery

Requirements gathering

Risk/issue/change management

Billing/profitability management

Communication with senior stakeholders

Tools

Power BI

SQL

Salesforce

Asana

Job description

• Key stakeholders: Professional Services, Sales, Customer Success, Support, Product
• Organisational Framework Level: 3
• This role is a remote-first opportunity, with travel to site when required
• Please note this role will require the ability to achieve security clearance, which usually requires a minimum of 5 years' residency within the UK

About you/ Job Summary

Working with the Onboarding team and technical resources, you will take the lead in onboarding new customers. You will transfer the understanding of their business processes and strategic objectives into the technical configuration of Clue and provide training across the spectrum of users. You will have robust project management skills and competently manage implementation projects, applying project management methodologies to deliver on time and in budget.

Key Accountabilities

• Kick off projects and set expectations of goals and deliverables, focusing on customer objectives.
• Gather process and configuration requirements for system build.
• Understand and document technical requirements for install, integrations, SSO and migration.
• Configure back-end and front-end systems manually and using scripts to set up the customer test and live environments.
• Deliver engaging and knowledgeable training to the end customer.
• Be able to install and troubleshoot set up of customers who wish to host their own environment.
• Test and approve system deliveries before release to customers, troubleshooting and resolving technical issues.
• Manage go live through customer ‘hyper care’ and adoption reviews.
• Attend events and customer community activities to represent services and provide product knowledge.
• Translating scope and requirements into delivery plans and keeping projects on track.
• Leading status and project health updates.
• Demonstrable experience managing risks, issues and changes, finding appropriate solutions whilst balancing customer expectations and experience, keeping onboarding projects on track and maintaining the profitability/value of the project.
• Upholding the quality of the deliverables owned by Clue by ensuring the right levels of documentation, sign off and testing before delivering to the customer.
• Keeping projects on track, owning the tracking and presenting succinct reporting to senior stakeholders, automating where possible.
• Ensuring excellent levels of customer service throughout the project, acting with integrity, professionalism, and accountability.
• Being commercially aware throughout the project lifecycle to maximise adoption and upselling opportunities.
• Identify and implement improvements to implementation processes, tooling and accelerators

Key role measures

• Keeping up-to date reporting to allow for accurate resource management.
• Maximising billable utilisation through efficient delivery, effective planning and continuous improvement of delivery.
• Growth and profitability within Professional services, managing scope and changes.
• Successful translation of customer requirements into system configuration ensuring that deliverables are signed off against objectives for every project.

Experience and skills

Our ideal candidate would have experience in the following areas:

• Delivering end-to-end implementations/projects within a SaaS or technology centred environment
• Translating scope and requirements into delivery plans and keeping projects on track
• Working to Statement of Work/fixed scope
• Process orientated, understanding customer use cases and overall business requirements to map processes. With the ability to identify how the solution should be configured to meet the requirements.
• Implementing SSO integrations, data migration and integrations.
• Design and implementation of automated reporting and dashboards using Power BI
• Confident working with senior stakeholders, understanding complex information and competing priorities.
• Working with customers from public and private sector, from small to large scale matrixed organisations.
• Technically strong, with knowledge of SQL query writing
• Demonstrable experience using a CRM / Professional Services tools (advantageous if these are Salesforce / Asana)
• Previous successful applications of project management methodologies

Diversity, Equity and Inclusion

If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway and tell us more about yourself. You may be just the right candidate for this or other roles.

We believe that seeing the world from all sorts of angles makes life better for all. We want you to know that the things that make you an individual, like your identity, age, ethnicity, religion, ability and background, are things that we choose to celebrate and support.

We are a scale-up company, and as we continue to grow, we are passionate that having a diverse, inclusive and authentic workplace will remain at our core. We are creating an inclusive environment where our people can thrive.

Our values are aligned and at the heart of everything we do. We are respectful, united, rigorous, relentless and ethical.