Implementation Consultant (Onsite)

POSITION OVERVIEW 
The Implementation Consultant is responsible for the independent, strategic execution of setup, implementation, and adoption of our software solutions.  You will collaborate across Sales, Support, Customer Success, and other stakeholders to deliver high-volume software installations with a direct impact on business success and customer satisfaction.  

This salaried role reflects a professional services position with an expectation of strategic thinking, execution autonomy, ownership of complex deliverables, and consistent contribution to business-critical results – all of which will contribute meaningfully to the company’s revenue, customer retention, and operational excellence. You will be a key contributor to advancing our business objectives in this role. 

ESSENTIAL FUNCTIONS 

• Provide system setup, configuration changes, training, implementation, and support of FRONTSTEPS products with minimal supervision and direct ownership of deliverables
• Consult with clients throughout implementation to ensure software is configured to meet their technical requirements and specifications in alignment with strategic business goals
• Manage multiple customer implementation projects simultaneously including creating project plans, configuring products, and providing customer training as part of the implementation. It is expected that you will operate autonomously while demonstrating strong initiative and problem-solving capabilities.
• Troubleshoot software and provide technical guidance to customers to ensure that their priorities and directions are aligned with product capabilities, and their platform meets customers’ needs
• Proactively identify issues and manage conflicts that may arise to ensure the quality of the project is not compromised
• Document best practices, processes, and procedures to streamline future onboarding efforts and scale knowledge across the team
• Ability to implement products through coordination of resources and collaboration with multiple stakeholders, with a clear understanding of the impact on customer satisfaction and business performance
• Work with cross-departmental teams to forward the company and maximize the client's product adoption and long-term value realization
• Manage customer data required for successful implementations
• Own and drive projects forward with accountability for meeting key performance metrics and client readiness outcomes
• Contribute to the success and evolution of the Solutions Delivery Team while analyzing and refining processes that drive efficiencies and revenue
• Additional responsibilities, including special projects, may be assigned as needed
• Performs other duties as requested by management 

SKILLS & QUALIFICATIONS 

• 2 - 5 years in a SaaS implementation environment in a customer-facing solution delivery or implementation role 
• Proven ability to multitask utilizing time management and work prioritization skills
• Ability to use critical thinking skills to investigate and solve problems independently and with direct effect on client satisfaction and project success
• Excellent interpersonal and communication skills
• Exceptional customer service skills 
• Excellent written and verbal communication skills
• Proficient in Microsoft Office Suite
• Strict attention to detail and highly organized 
• Technical aptitude and the ability to learn new processes quickly
• Adaptable to change
• Knowledge of HOA/Community Management preferred
• Knowledge of the FRONTSTEPS suite of products is a plus
• Training experience is preferred but not required
• Project management experience preferred but not required