Implementation Consultant

As an Implementation Consultant at ProductPlan, your primary responsibility will be to help our clients navigate the implementation process of our software solutions. You will work closely with clients to understand their specific requirements, configure our software to meet those requirements, and provide training and support to guarantee successful adoption. This position presents an exciting opportunity to collaborate with a broad range of clients and contribute to their success with our product.

Duties & Responsibilities:

• Lead the onboarding process for new clients, ensuring a smooth and efficient implementation of our software

• Coordinate and monitor multiple onboarding projects

• Conduct welcome and working session calls with new clients

• Educate new clients on the onboarding process and project plan

• Document notes from welcome calls and creates initial project plan

• Answer and resolve client questions

• Identify, track and propose resolutions for client issues

• Prepare regular status reports

• Monitor all phases of the project and escalate issues when necessary

• Interact with sales, support and technical representatives as needed

• Serve as a liaison between the company and client in order to ensure all onboarding requirements and targets are met

• Effectively communicate to the client and client contacts on project status updates

• Manage and execute the  tasks required for each specific project

• Adhere to individual project budgets

• Build the correct process flows, streamline procedures and provide data enhancements

• Analyze information, reports, etc. to determine trends, issues and make recommendations

• Lead and participate in technical system setup and configuration

• Lead and participate in designing and executing data cleansing and migration activities

Required Experience, Education, & Skills: 

• 2-4 years of relevant experience in customer onboarding, onboarding, consulting, support, sales engineering, or technical problem-solving

• Bachelor’s degree in a related field, or combination of education and equivalent work experience

• Experience leading software implementations

• Experience in client services in a B2B/SaaS environment

• Strong communication and customer relations skills

• Advanced in MS Office, Excel, Word, PowerPoint and Outlook

• Ability to understand and translate client business needs into software configurations.

• Technical proficiency and the ability to learn and work with new software systems.

• Customer-focused with a passion for ensuring client success.

• Attention to detail and problem-solving skills.

• Ability to work independently in a fast-paced environment and to adapt quickly to changing priorities

About ProductPlan:

ProductPlan was founded in 2013 in Santa Barbara, California, with headquarters now in Denver, Colorado. Our talented distributed team is now located all over the world. We are friends, coworkers, trivia nuts, musical wizards, moms, dads, engineers, designers, worm farmers, bee keepers, marketers, support, human beings, and so much more - all of us are unique which feeds into the beauty of our culture and our product. ProductPlan has a positive, diverse, and supportive culture. We share 3 core values that are central to everything that we do - hustle, humility and heart and we look for people who are curious, inventive, and work to be a little better every single day.

Originally, we created ProductPlan to liberate people from building roadmaps using cumbersome tools like spreadsheets and slide decks. It's been amazing to watch it grow into what it is today— a system of record for product-led companies, worldwide.