Customer Implementation Consultant

Who We Are

Here at SHE Software, our EHS trained team knows a thing or two about health and safety management software solutions. Founded in 1995 with headquarters in Scotland and locations in the United Kingdom, United States, Australia, and New Zealand, we serve the health, safety, and compliance needs of our clients on a global scale. We've worked hard for over 20 years to create technology that engages frontline workers and keeps them safe and empowered, even through tumultuous COVID-19 times.

Our EHS software, Assure, is designed to help companies work smarter, not harder. Highly configurable and mobile-accessible, Assure's predictive and preventative insights help businesses run at maximum efficiency while maintaining safe work environments. Trusted by more than 850 organizations—including Comvita, Loparex, and New Balance—and used by more than half a million users, it's no wonder that SHE Software is pioneering the health and safety management tech game.

What Makes us Different

Here at SHE Software, we believe that building a better brand, company, and client culture starts with working in a collaborative atmosphere. Keeping these beliefs in mind, you will work in a customer experience squad, or more simply put—squads. Led by a guide, whose focus is on leading and building a cohesive team, each squad serves as a self-organized and cross-functional group who helps a defined cohort of SHE customers maximize the experience they get from Assure. Each squad consists of 5-7 innovative members, who will be coached by one of our four specialists to equip them with the specific technical skills, tools, and standard approaches needed to deliver functional excellence to our clients. With expert training that shrugs off the traditional direct oversight of daily activities, squads will have an end-to-end accountability for specific outcomes and be able to make their own decisions about how to achieve their collectively-owned objectives and key results. Squads create value, serve customers,  support our rapid growth, and empower all members in a flat organization.

As part of a squad, the Customer Implementation Consultant works directly with our customers to get them engaged and up and running in using our technology.  

A Day in the Life 

• Delivers a customer focused project plan and acts as “the face of SHE” 

• Engages with solutions consultants, the business development team, and customers to both plan delivery and ensure a smooth transition from sales to completed delivery 

• Ensures a high standard of professionalism in customer interactions and maintains customer communications 

• Escalates issues as required to the relevant business area, highlighting any serious issues to the business head  

• Orchestrates SHE activities across departments to ensure a great customer experience

• Maintains strong project controls (risks, issues, reporting, etc.) 

• Plans work and client visits to maximize efficiency while considering the costs involved 

• Escalates anything that would impact the client’s relationship with SHE, especially when the issue looks like it could damage our reputation, chances of upsell, or renewal  

• Ensures that adequate records of project implementation are maintained in mission control (CRM) system and any other databases  

• Spots opportunities where customers require additional configuration services or training, or where they may benefit from additional functionality 

• Fully documents needs and shares with the Account Manager 

What We're Looking For 

• Experience delivering SaaS technology implementations to “enterprise” customers (FTSE 500 or equivalent) 

• Can prioritize and balance activities 

• Can handle customer issues constructively and diplomatically 

• Can identify opportunities for additional sales

• Maintains detailed insight into technical features and capabilities of product(s) 

• Someone who believes in delivering an outstanding customer experience for all of our customers

Who You Are 

Having hard skills are essential for success in any field, but honing an array of soft skills puts you ahead of the pack. If you resonate with any or all of the below, we want to get to know you better. 

• A self-starter: Your high drive, independence, and determination give you a “go-get-'em” attitude that’s evident in everything you do 

• A strong communicator: You’re impressively articulate (both orally and written), maintain strong internal and external relationships; and know how to both walk the walk and talk the talk 

• Strong collaboration skills with internal squad as well as customers