Implementation Consultant

Are you passionate about digital innovation, technology, customer success, and project management? Do you strive to deliver amazing customer experiences to increase satisfaction, loyalty and retention?

About Us
ClearPeople is a high-profile Microsoft Gold partner and finalist of the 2021 Microsoft Partner of the Year awards. We are one of the leading 0365 and Teams certified solutions providers in the UK, with a mission to create inspiring digital experiences for everyone, anywhere.

Our product Atlas helps companies thrive in the new world of remote work by engaging their employees and enabling communication, collaboration and knowledge sharing across silos – whether the silos are organisational, geographic, or technological. Atlas is an enterprise-class tool that works on top of Microsoft 365 to democratise knowledge and give a company’s employees what they need where they need it when they need it to succeed.

The Role
This is a mid-senior level position within the Customer Success Team. As an Implementation Consultant, you will report to the Head of Customer Success and will be a key member of the CS Team, ensuring that our customers understand, internalise, and experience the value of our products and services throughout the duration of their journey with ClearPeople.

As an Implementation consultant, you will have full ownership of the relationship with the client – you will work with them from the point of initiation of a project, through go-live and beyond. You will provide guidance and advice aimed at ensuring their successful experience with Atlas, but also effectively implementing and coordinating all implementation activities.

This role also serves as an internal advocate for the client, helping to drive support and change, when necessary, to help the client achieve their business objectives.

Key Responsibilities
Implementation Consultants must be product experts who take ownership of customer experience, customer satisfaction and a high quality of service. This involves some core competencies that an IC should consider and act upon:

Account management: Build relationships with a portfolio of key clients, identify and act on upsell and cross-sell opportunities to meet company or team targets. Define, refine and monitor KPIs for business cases and product use.

Project management: Work hands-on with customers to successfully implement our solutions, including on-site and remote product consultation and training, to drive customer adoption and value creation. Recognising these objectives for the team, the IC should design and ensure smooth implementation of processes to engage customers in a way that optimises their understanding of Atlas and helps them move through implementation to live as quickly as possible whilst minimising the cost to ClearPeople. The IC needs to constantly optimise the Atlas process including expected efforts per task.

Support: Leverage product and customer expertise to qualify support tickets and provide quick, effective, high-quality functional and technical support that address customer needs. The IC should regularly review customer support activity, with the Service Manager, to highlight trends and co-ordinate activity to deliver self-service or largely automated ways to avoid or resolve these issues for future customer engagements.

Customer Onboarding: New customer onboarding is the most important task for any Implementation Consultant. For best results, customers must be taken through the shortest path to value so that they can get some ROI as soon as possible. This will help them realise the importance of Atlas.

Account Escalations: Support or respond to any alerts, red flags, overdue customer support tickets, etc. This ensures that you control the fire when it is small and manageable. The customer feels that you are always there to help him/her when required and this helps to build a relationship. 

Upsell: Together with other ICs and key members of the team, seek opportunities to upsell further services and products. It is the best way to increase the lifetime value (LTV) of your customer.  

Customer Advocacy: Given that Implementation Consultants are the customer relationship owners, it makes sense for ICs to convert that relationship and value into real advocacy. It could come in the form of an internal NPS survey, external reviews, a case study, or the good old referral. Referrals lead to huge financial growth without putting in much effort.

The successful candidate will be a confident and highly organised individual, with excellent interpersonal skills.

  • Minimum of 3 years of relevant experience as an implementation lead, consultant, customer success manager, project manager or similar.
  • Excellent communication skills, both oral and written.
  • Tech savvy with a strong desire to learn and become a functional expert on our products, Microsoft Teams, SharePoint and other components of Office 365. Any experience in a similar role, in a technical environment will be seen as a plus.
  • Strong leadership skills with validated ability to influence inside and outside of the organization at the highest levels.
  • Driven and enthusiastic self-starter, with an “ownership” mentality.
  • Excellent presentation and communication skills.
  • Excellent commercial awareness, with the ability to understand the economics of efficient product delivery.
  • Highly detail-oriented and able to manage multiple projects simultaneously.
  • Able to develop strong relationships and build trust, drive deliveries with an excellent customer experience, and influence change.
  • Excellent negotiation skills.
  • Comfortable working with an international team with diverse backgrounds and experiences.

What you'll love
  • We take enormous pride in being as inclusive as possible and promoting our ‘One Family’ ethos to everyone who joins our team.
  • We offer a competitive compensation and benefits package, including a new Share Options Scheme. 
  • We are a fully virtual company, so we are not limited by geography when looking for candidates.
  • We offer flexibility in work schedules (depending on the needs of the role); the Implementation Consultant role does require some flexibility to ensure coverage for UK, European and US clients.
  • We are Microsoft Gold partner and one of the leading Microsoft 365 and Teams solution providers in the UK; you will be working with the latest cutting-edge technology.

If interested, please submit your CV and required cover letter briefly summarising your relevant experience, interest in the role, and salary requirements.

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