Job Description

About the role

We're looking for an Implementation Consultant to join our Professional Services team and help customers successfully adopt our solutions. This is a highly customer-focused role where you'll work closely with organisations to understand their needs, guide them through implementation and help them achieve lasting value from their investment.

This role is ideal for someone who enjoys building relationships, facilitating discussions, solving problems and helping customers navigate change. While there is a technical element to the role, you'll spend much of your time working directly with customers through workshops, demonstrations, training sessions and project meetings.

Your expertise will be instrumental in:

• Leading customer implementation projects from initiation through to successful adoption and completion.
• Building strong working relationships with customers and serving as a key point of contact throughout implementation projects.
• Facilitating discovery sessions and workshops to understand customer processes, requirements and objectives.
• Delivering engaging product demonstrations, training sessions and implementation workshops.
• Creating and managing implementation plans, milestones and project activities.
• Configuring the SFG20 platform to align with agreed customer requirements.
• Analysing, preparing and importing customer data using Microsoft Excel .
• Providing practical guidance and support to help customers overcome implementation challenges.
• Collaborating with colleagues across Professional Services, Customer Success, Sales, Product and Support to ensure a seamless customer experience.
• Capturing requirements, documenting project activities and sharing implementation outcomes.
• Identifying opportunities to improve implementation processes, customer journeys and ways of working.
• Exploring and using new technologies, automation and AI-powered tools where they can support productivity, quality or customer outcomes.

Essential experience

• Experience implementing SaaS or B2B software solutions in a customer-facing role.
• Experience guiding customers through software implementation projects from discovery to go-live.
• Ability to gather requirements and translate business needs into practical software solutions.
• Strong project coordination and organisational skills, with the ability to manage multiple priorities.
• Experience using Microsoft Excel to analyse and manipulate data.
• Confidence facilitating meetings, workshops, demonstrations and training sessions.
• Strong communication, stakeholder management and relationship-building skills.
• Effective problem-solving and analytical thinking skills.
• A commitment to continuous improvement and a willingness to learn and adopt new technologies.

You'll Enjoy This Role If You:

• Like working directly with customers and understanding what success looks like for them.
• Enjoy facilitating conversations, workshops and collaborative problem-solving sessions.
• Take a thoughtful and structured approach to managing work.
• Are curious and enjoy learning about new technologies and approaches.
• Look for opportunities to improve processes and customer experiences.
• Value teamwork, knowledge-sharing and collaboration.
• Are comfortable balancing detail with a focus on achieving outcomes.

Desirable Experience

• Experience working with Facilities Management, Asset Management or Built Environment software solutions.
• Knowledge of CAFM , CMMS , IWMS or similar platforms.
• Understanding of building maintenance, statutory compliance or asset management processes.
• Experience using CRM or project management systems.
• Experience using technology or AI-powered tools to improve productivity, documentation or customer outcomes.

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