Senior Implementation Specialist

To support us as we grow our client base we're looking for a Senior Implementation Specialist to join our Customer Success Team. Reporting to the Implementation Manager - Team Lead this role involves configuring and building client platforms, managing the implementation process from initiation to completion and working closely with clients to understand their requirements to configure and deliver value using our platform. 

This is a hybrid role based in Melbourne with 2-3 days onsite with the team.

Here's a look at the key activities in the role:

• Hands on configuration of client platforms to agreed scope and milestone deliverables, following our implementation best practice approach

• Work closely with the Account Executive and the Account Manager allocated to the account, ensuring the smooth transition from project to BAU

• Ensure accurate and timely project tracking, including risks, notes, all internal resource and consulting hours allocation

• Manage internal and client stakeholders with competing priorities and timelines.  Engagement could be defined as, but not limited to, client meetings, workshops, presentations and training

• Become a product expert, learn how to ‘wrap’ IntelligenceBank around customer use cases so implementations can be thoughtful and well executed solutions according to contract inclusions and client use cases

• Configure and document client solutions within the parameters of the existing functionality 

• Liaise with other IntelligenceBank team members as required to ensure quality delivery e.g., visually suitable Custom Pages, technical services, data migration, etc. 

• Troubleshoot client issues, raise tickets and own follow up of resolution with the Development team

• Delivery of training services which may include Administrator training, workshops, end user training and pop-up sessions

• Some travel to client sites may be required. 

Qualifications

This role is ideally suited to someone who’s worked in the enterprise SaaS space before and who takes a logical approach to problem solving. We’re looking for someone resourceful, outcome oriented and happy to help go on the maturation journey as we grow our business. The role requires a blend of technical expertise, project and time management skills, and strong client-facing communication abilities. We have mix of required and preferred experience. Read on and if you feel your experience aligns please get in touch. 

Essential

• Experience managing implementation projects to contract within a fast moving SaaS company

• Good Scoping and BA abilities

• Strong Customer Service skills and Stakeholder management across different levels

• Ability to lead discussions - solutioning, workshops, training and/or meetings in general

• You are a team player who thrives working both independently and with others

• Competent in MS Office and creating presentations for clients

• Problem-Solver and Adaptable

• Comfortable with ambiguity and skilled at translating complex technical configurations into clear, best-practice solutions

Desirable 

• Experience in a startup/scale up environment or small close-knit team

• Learning & Development experience 

• Understanding of marketing technology or marketing landscape would be useful

Additional Information

Next Steps: 

Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status. 

Our application process includes phone screening, face to face interviews covering behavioural and practical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks. 

So apply now and we look forward to getting to learn more about you! 

IntelligenceBank is committed to responding to every applicant at every stage of the hiring process.