Senior Customer Implementation Consultant
Sydney
Customer Team – Delivery Services /
Full Time /
Hybrid
The Team: You will be a member of our Delivery Services team, which includes all of the Consultants, Engineers & Architects that deliver tailored workforce management solutions to global brands in hospitality, retail and healthcare. Our key focus is designing and delivering transformative solutions that help our customers grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers.
The Role: As a Senior Customer Implementation Consultant you’ll leverage your technical background to develop tailored solutions for our enterprise customers. You’ll own the delivery lifecycle for new and existing implementations, developing strong relationships that set our customers up for success. You’ll support the team with local internal initiatives and be given time to innovate and own areas of process improvement.
Responsibilities
- Manage the end-to-end delivery and implementation of complex projects for Deputy’s largest enterprise customers
- Act as a trusted advisor to customers by providing best practices and identifying areas of opportunity throughout the implementation process
- Validate customer requirements discovered in the sales process through technical workshops and informational sessions with operational stakeholders
- Define and communicate project plans with clearly defined timelines and deliverables
- Collaborate with Solutions Architects to design custom solutions as needed to fulfil customer requirements
- Engage CX Engineers and delivery partners to develop and deliver custom work in line with customer’s requirements and project timelines
- Interpret and map customer’s business structure to the Deputy platform, optimising for ease of use and performance
- Proactively communicate with internal and external stakeholders regarding status updates, risks, and overall project health
- Take a train-the-trainer approach, equipping customer with training sessions and materials to insure continued success
- Collaborate with Support and Success teams to document the configuration, custom solutions, and key stakeholders from the account, insuring a smooth transition from Implementation into longer-term support
Qualifications and Requirements
- Proven ability to understand, define, and document deliverables, including but not limited to; requirements specifications, gap analysis, use case scenarios, acceptance testing, process maps, and data flow diagrams
- Must have strong understanding of and experience with implementation cycles for both internally and externally managed initiatives
- A demonstrated history of establishing and meeting work schedules with limited time frames and under tight deadlines
- Ability to understand and relate to both technical and non-technical project team members, some workforce management experience will be highly regarded
- Experience with enterprise SaaS applications
- 3+ Years of professional experience in delivery, implementation, or project management
