Implementation Advisor

The Implementation Advisor leads customer software implementations, integrations, migrations, and adoption programs while coordinating internal teams and managing delivery milestones. The role requires at least two years of relevant implementation, consulting, customer success, or technical support experience, plus strong communication and organizational skills.

About the job

Responsibilities

Listen to and understand customer requirements and pain points, translating them into implementation plans.
Develop, coordinate, and execute implementation, upgrade, and conversion project plans, task schedules, and resource activities.
Design, create, and manage applications, software integrations, migrations, and deployments.
Deliver implementation services within scope and manage changes to project scope and plans.
Identify potential issues and collaborate with leadership to develop contingencies.
Communicate customer needs across departments and teams.
Follow up with lagging or non-engaging accounts to drive successful implementation and adoption.
Assist with educational webinars, workshops, and related programs.
Stay current on product features and releases.
Identify opportunities to streamline procedures, increase revenue, and improve product efficiency.
Update customer journey playbooks and develop onboarding materials.
Convert implementation plans into workable solutions using technical acumen.
Monitor, anticipate, and exceed customer adoption and usage metrics, including renewals and net promoter scores.
Analyze approved customer content and create transition or migration plans.
Advise customers on best practices, risks, and changes affecting processes and timelines.
Drive consulting milestones and agreed implementation schedules.
Provide guidance on critical issues affecting successful implementation.
Lead consulting engagements throughout implementation.
Coordinate internal functional teams and customers to achieve milestones and deliverables.
Handle basic support requests during implementation.
Build rapport with new accounts and establish them for long-term success.
Improve onboarding delivery and maintain product knowledge.
Cross-train with other customer success functions.

Requirements

Associate degree or equivalent work experience.
Minimum of two years of customer success, software implementation, consulting, or technical support experience.
Two to three years of experience using HighLevel or similar vertical solutions.
Strong communication, tact, diplomacy, and follow-through when handling sensitive customer issues.
Ability to manage multiple tasks in a fast-paced environment.
Strong understanding of software solutions and professional services.
Strong verbal, written, and presentation skills with customers and leadership.
IT technical skills and experience with platform integrations.
Experience managing diverse groups and training individuals according to company standards.
Self-starter with ownership, assertive follow-through, and a commitment to customer satisfaction.
Ability to work through ambiguity in a dynamic, collaborative environment.
Strong analytical and organizational skills with attention to detail.
Ability to produce high-quality documents, standard operating procedures, and customer journey playbooks.
Strong computer literacy, including Microsoft Office Suite and internet applications.

Preferred Qualifications

Two or more years of customer consulting experience.
Two or more years of marketing experience.
Knowledge of internal systems such as HighLevel and Freshdesk.

Skills

Highlevel, Freshdesk, Software Integrations, Software Migration, Project Management, Change Management, Customer Success, Technical Support, Microsoft Office, Onboarding, Webinars, Standard Operating Procedures