Implementation Specialist

Role Overview

Client Discovery and Scoping

• Lead kickoff sessions covering business objectives, workflows, technical environment, integration dependencies, and success criteria.
• Facilitate requirements workshops and translate client needs into actionable technical requirements.
• Define scope boundaries, document risks of scope creep, and obtain sign-off on the agreed boundaries.
• Author and finalise Statements of Work covering phases, workstreams, milestones, and acceptance criteria.

Project Planning

• Build milestone-driven programme plans covering tasks, owners, dependencies, and timelines through go-live.
• Chair client cadence calls, internal sprint reviews, and cross-functional programme meetings.
• Maintain real-time project tracking in Jira and surface risks, blockers, and dependencies before they become problems.
• Produce weekly status reports covering programme health, milestones, risks, decisions, and upcoming actions.

Configuration and Deployment

• Coordinate internal teams to keep scope, timelines, and client expectations aligned throughout delivery.
• Work with Solution Engineers to translate requirements into technical solution designs and identify gaps.
• Track platform dependencies and sprint commitments with the TPM and align Engineering delivery to the programme timeline.
• Coordinate Compliance, QA, Product, Design, and Customer Success activities before testing and handover.

Testing and Quality Assurance

• Define the overall test strategy with QA and oversee testing of the client's configured environment.
• Plan and lead UAT using structured test scripts, defect logs, coordinated resolution, and clear client communications.
• Drive formal UAT sign-off before go-live.

Training and Handover

• Develop configuration-specific training materials and host onboarding sessions for administrators, power users, and end users.
• Own the go-live checklist, deployment window, hypercare support window, and go-live event.
• Track early post-launch issues and provide client updates until the platform is stabilised.
• Hand over complete configuration, open-item, known-issue, and relationship documentation to Customer Success.

Client Relationship and Improvement

• Serve as the trusted client contact from kickoff through handover and manage communications, agendas, and follow-up actions.
• Set expectations proactively and communicate changes to scope, timelines, and deliverables with options.
• Gather structured client feedback for Product, Design, and Customer Success and lead an implementation retrospective.

Ideal Candidate Profile

• The ideal candidate has three to five years of experience and combines programme management discipline with technical credibility.
• Strong problem-solving, attention to detail, organisation, communication, adaptability, and cross-functional influence are expected.
• The candidate should be able to translate technical constraints into business implications and manage risk proactively.
• A deep understanding of SDLC, system architecture, design, and technologies supports effective engagement with Engineering.