Senior Implementation Consultant

Senior Implementation Consultant

Function: Customer Experience

Reports to: Manager, Implementation

Reviewed: 11.2025

Position Summary:

The Senior Implementation Consultant is responsible for managing the end-to-end partner onboarding process of multiple implementations for medium to enterprise level customers. To ensure a smooth transition of all clients this position owns implementation project plan development, partnership communication, internal strategy and operations for their current implementations, and change management for all stakeholders impacted by the implementation. Additionally, this position is responsible for driving results with clients, with the goal of increasing their satisfaction and retention.

We are looking for candidates to work remotely while based in Eastern time zone hours either in the United States or Canada.

Key Responsibilities:

• Project Planning: Develop project plans and timelines for the implementation of the SaaS solution within enterprise local governments.
• Requirement Gathering: Collaborate with clients to understand their business needs and objectives, translating these into actionable requirements for the SaaS solution.
• Solution Design: Design customized solutions leveraging the SaaS platform to meet the unique requirements of each enterprise client.
• Configuration and Customization: Configure and customize the SaaS solution to align with the client's specific workflows, business processes, and integration requirements.
• Data Migration: Oversee the migration of data from legacy systems to the SaaS platform, ensuring data integrity and accuracy throughout the process.
• Integration Management: Coordinate integration efforts with other systems and platforms used by the client, including ERP, CRM, and third-party applications.
• Training and Knowledge Transfer: Conduct training sessions for client stakeholders on how to effectively use the SaaS solution, ensuring a smooth transition and adoption.
• Quality Assurance: Perform thorough testing and quality assurance activities to validate that the implemented solution meets the client's requirements and expectations.
• Project Management: Manage the overall implementation project, including resource allocation, task prioritization, and stakeholder communication, to ensure timely delivery and client satisfaction.
• Documentation: Create comprehensive documentation of the implemented solution, including configurations, customizations, and integration details, to support ongoing maintenance and troubleshooting.
• Continuous Improvement: Gather feedback from clients and internal teams to identify opportunities for product enhancement and process improvement, contributing to the overall evolution of the SaaS offering.
• Cross-functional Collaboration: Collaborate closely with sales, product management, development, and customer success teams to ensure a seamless handover from sales to implementation and ongoing customer success.
• Client Relationship Management: Build strong relationships with key client stakeholders, serving as a trusted advisor and ensuring high levels of satisfaction and retention.
• Knowledge Sharing: Share best practices, lessons learned, and success stories internally to contribute to the collective knowledge and expertise of the implementation team.

Skills and Experience Needed:

• Bachelors Degree in Business or related field.
• 7+ years relevant experience in implementation, onboarding, consulting,
• support, sales engineering, or technical problem-solving within a SaaS business.
• 5+ years in enterprise level customer software implementation.
• Experience in working in local government preferred.
• Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.
• Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner.
• Ability to manage customer conversations at all levels, including direct or indirect negotiations.
• Ability to work independently and manage multiple customer accounts simultaneously.
• Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems.
• Excellent verbal, written, presentation and project management skills.

Competencies:

• Accountability
• Adaptability
• Applied Learning
• Business Acumen
• Collaboration
• Customer Focus
• Dealing w/Ambiguity
• Decision Making
• Driving for Results
• Initiating Action
• Planning & Organizing
• Technical/Professional Knowledge/Skills