Implementation Consultant

Implementation Consultant will be responsible for implementing Products. Our clients are restaurants, restaurant groups, hotels and service retail, so having a solid understanding and appreciation for the hospitality and service industry is key!

Youre a strategic leader, resourceful, self-sufficient, self-starter, with a proven history of solving problems, getting things done. You are highly client and employee focused, to deliver the best in industry experience!

In addition to sound technical knowledge, the Consultant should possess exceptional analytical, communication, and customer service skills. To be successful in this role, analysts are naturally curious, problem solvers and client driven.

Key Responsibilities:
Take overall end-to-end responsibility & project manage the client Deployment and implementations
Be the single point of contact for the project team during the Deployment/ implementation process.
Ensure the implementation process is followed (Pre-assessment through to Post-implementation stage).
Ensures all project members are aware of their roles & responsibilities and leads weekly project calls, including agenda and call notes, with clear actions and responsibilities.
Ensure the project remains on track, all tasks completed within deadline. Update Project Plan and Opportunity plan accordingly.
Accurate and Timely updates of Salesforce and Weekly Status Report.
Proactively manage project risk assessment and management including clear and timely escalations as required for support and resolution.
Provide input for communication strategy to Sales/CSM for review with customers.
Coordinate technical set ups with technical teams and telephony departments.
Conduct post implementation meetings and handover to CSM.
Share ideas to Improve Implementation procedures/timelines
Track progress against plan, identify changes to scope or resources and communicate these changes to stakeholders

Key Qualifications:
Strong project management and analytical skills.
Ability to lead client meetings & produce presentations.
Confident & persuasive.
Commercial awareness, strong relationship building skills.
Ability to work independently whilst contributing to the overall team objectives.
Capacity to work virtually and strong organizational skills.
Ability to drive change in the face of possible resistance.
Excellent communicator at all levels both written and oral.
Effective time management, multi-tasking prioritization skills.
Previous experience with many of our system tools a plus: Jira, Tableau, Zen Desk, Confluence, Hive, Google Drive, Google Slides, Gong, Zoom, Customer.io, Canny, Omnivore.io, Trello, Airtable, Gainsight, Whimsical, Miro, and Salesforce.

Education
Bachelor's degree in business or related field.

US Night Shift (PST).

Roles and Responsibilities:

End-to-End Responsibility

Single Point of Contact

Implementation Process

Project Plan

Opportunity Plan

Risk Assessment

Risk Management

Technical Setups

Post Implementation Meetings

Change Management

Soft Skills:

Strategic Leader

Self-Sufficient

Self-Starter

Client-Focused

Employee-Focused

Relationship Building

Organizational Skills

Time Management

Multi-Tasking

Prioritization Skills

Effective Communication

Industry-Specific:

Restaurants

Restaurant Groups

Hotels

Service Industry

Hospitality Management

Customer Experience

Mandatory Key Skills:

Project Management: Strong ability to manage and oversee client deployments and implementations from start to finish.

Client Relationship Management: Proven experience in managing client relationships, acting as the single point of contact, and ensuring client satisfaction throughout the implementation process.

Technical Proficiency: Sound technical knowledge and experience with relevant tools and systems, including Salesforce, Jira, Tableau, Zen Desk, Confluence, and others listed.

Analytical Skills: Exceptional analytical skills to assess project requirements, risks, and outcomes.

Communication Skills: Excellent written and oral communication skills, capable of leading client meetings and producing clear presentations.

Problem-Solving: Strong problem-solving abilities, with a history of effectively addressing and resolving issues.

Time Management and Organizational Skills: Effective time management, multi-tasking, and prioritization skills to ensure project deadlines are met.

Change Management: Ability to drive change, manage resistance, and implement improvements in procedures and timelines.

Commercial Awareness: Strong understanding of the commercial aspects of the business and the ability to build and maintain relationships.

Leadership and Team Coordination: Capacity to lead and coordinate project teams, ensuring all members are aware of their roles and responsibilities.

Specific Skills and Tools:

Salesforce

Jira

Tableau

Zen Desk

Confluence

Hive

Google Drive

Google Slides

Gong

Zoom

Customer.io

Canny

Omnivore.io

Trello

Airtable

Gainsight

Whimsical

Miro.