Implementation Consultant, Gatekeeper

• Are you an experienced customer-focused professional with strong analytical skills?
• Do you have an incredible ability to listen, understand and implement customers onto a platform?
• Do you want to work in a fast-moving, fast-growing, fast-talking environment?
• Do you have what it takes to deliver value over and above expectations on a consistent basis?
• Extensive experience in end-to-end software implementation, with a proven track record of successfully onboarding new customers onto a SaaS platform
• Demonstrable proficiency in configuring and optimising features, including a strong understanding of AI prompting and how to effectively leverage AI tools to maximise value
• A genuine hunger to explore new AI advancements and a commitment to staying up-to-date with the latest developments
• Expertise in defining, managing, and achieving implementation milestones, including MVP and driving Time to First Value (TTFV), ensuring clear success criteria are met for both the client and Gatekeeper
• Strong project management and business analysis skills, capable of meticulously tracking time, reporting progress, identifying risks, and implementing mitigation strategies to ensure projects are delivered within scope and agreed timelines
• Exceptional stakeholder management and clear communication skills across all mediums (verbal, video, and written) to effectively align expectations, clarify plans, and secure agreement from all key parties
• Proven ability to map data between systems and provide expert guidance on data migration, formats, and quality to optimise platform integration
• Experience in workflow configuration and obtaining client approval for automated business processes, including those leveraging AI
• A proactive approach to identifying expansion opportunities and contributing to revenue growth and customer advocacy through testimonials and case studies
• Familiarity with the Software as a Service (SaaS), recurring revenue business model, and a strong understanding of how Customer Success is key to Life Time Value (LTV)
• A commitment to continuous improvement of implementation methodologies, documentation, and overall service quality, coupled with providing valuable product feedback
• Ability to act as a Subject Matter Expert for the platform, providing best practices and effectively addressing customer queries related to functionality and AI
• Comfortable documenting business processes as clear logic diagrams
• A curious, adaptable, and enthusiastic individual with a lifelong learner mindset

Desirable

• As an Implementation Consultant, you will be a trusted advisor to the customer, helping them to succeed with Gatekeeper and ensure they receive maximum value from our solution
• You will be responsible for understanding customer requirements, onboarding new customers and implementing features to set them up for successful adoption
• You will collaborate closely with Account Directors and Technical Account Managers, ensuring handover points exude confidence that the customer is in the safest hands and with no loss of knowledge
• You will play an important role in a close-knit team to create new business processes, uncover opportunities and position yourself for success
• Deliver customer implementations:
• Ensuring customers achieve their agreed implementation outcomes
• Migrate data into the Gatekeeper platform
• Understand the customer's business process to develop automated workflows
• Record the Time to First Value (TTFV) for each customer
• Set a high-value tone for the relationship to follow
• Optimise the use of AI including research and prompt writing
• Act as a subject matter expert of the Gatekeeper platform, turning customer problems into Gatekeeper solutions
• Own Customer Satisfaction/Effort Scores for your customers and serve as their internal voice, providing fearless feedback on how we can better serve them to meet their desired outcomes
• Identify expansion opportunities, providing upsell/cross sell leads to the Sales team
• Identify advocacy opportunities by obtaining public reviews, testimonials and case studies