Implementation Consultant

Who We Are Looking For
The Implementation Consultant owns the customer's first 90 days, from sales handoff through go-live and transition to Account Management. This consultative role leads discovery, recommends how customers configure and use our platforms, and manages delivery of both platform implementations and professional services engagements. The Implementation Consultant also coordinates with internal teams to deliver services beyond the product and platform, so every part of the customer's contract is set up during onboarding. This is an individual contributor role supporting customers across multiple regions in English and German.
Location: Cape Town, South Africa
What You Will Work On
Consultative Discovery & Solution Design:

Lead discovery sessions to understand the customer's business goals, use cases, and current processes.
Recommend platform configuration and best practices that fit the customer's operations and success criteria.
Advise customers with confidence and redirect requests that would work against their long-term success.
Translate customer requirements into a clear implementation plan and scope.

Implementation & Professional Services Delivery:

Manage platform implementations from kickoff through go-live within the customer's first 90 days.
Deliver professional services engagements, including custom SOW-based projects and services packaged with implementations such as configuration and training.
Coordinate with internal teams to deliver services beyond the product and platform, so every part of the customer's contract is set up and handed off.
Lead kickoff calls, configuration sessions, and customer training in English or German, based on the customer's preference.

Project Management:

Own the project plan, timelines, milestones, and deliverables for multiple customer projects at once.
Track risks and decisions, and raise issues early with clear options for resolution.
Manage scope and handle change requests with the customer and internal teams.
Keep customer executive sponsors and internal stakeholders informed with regular status updates.
Track hours and budget against SOWs and project plans.

Transition to Account Management:

Confirm the customer's success criteria are met before closing the implementation.
Complete a documented handoff to Account Management, including configuration, open items, and customer contacts.
Set an adoption baseline so the account team can measure ongoing value.

Collaboration & Cross-functional Support:

Partner with Sales on a clean handoff at contract signature, including scope, commitments, and customer expectations.
Work with Product, Engineering, and Support to resolve technical issues during implementation.
Share customer feedback with internal teams to inform product improvements.

What You Will Bring
Experience:

4+ years leading SaaS implementations or professional services delivery for enterprise customers.
Experience delivering scoped or SOW-based projects.
Proven ability to guide customers as a trusted advisor during onboarding.

Language Requirements:

Professional fluency, written and verbal, in English and German (required).
Ability to run customer meetings, deliver training, and write project documentation in both languages.
Additional languages such as French, Mandarin, or Japanese are a plus.

Technical Proficiency:

Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams).
Working familiarity with Salesforce to track client interactions, manage accounts, and document project information.
Experience with project management tools to plan, track, and report on multiple customer projects.

Consultative & Client-Facing Skills:

Executive presence and the ability to guide customer decisions.
Clear written and verbal communication, with the ability to explain technical concepts to non-technical stakeholders.
Skill in setting expectations and holding scope with customers.

Problem-Solving & Critical Thinking:

Strong analytical skills with the ability to assess complex client needs and provide tailored solutions.
Strong problem-solving skills and the ability to proactively resolve issues.
Ability to work under pressure and manage competing demands in a fast-paced, dynamic environment.

Preferred Qualifications:

Experience in critical event management, travel risk management, or mass notification.