Implementation Consultant | REMOTE (UK)

Gatekeeper is a SaaS-based, next-generation Vendor & Contract Lifecycle Management (VCLM) & Third Party Lifecycle Management (TPRM) Solution. We help our customers to restore visibility of their vendor contracts, take control of their vendor and contract processes and safeguard compliance of their third parties. Gatekeeper has consistently achieved significant, profitable growth YoY, with our customer base including Ford, The Telegraph, Autotrader, SumUp, Crocs and Funding Circle. Due to our strong global growth and private equity investment from Vista Equity Partners we are looking for a customer-focussed and highly analytical Implementation Consultant to join our talented Professional Services team.

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 Customer Success 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.

In this role, you will:

• 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.

About you:

• 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?

Requirements:

• 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.

A nice to have:

• Experience with Vendor Management and Contract Lifecycle Management (CLM) systems.

Do not apply for this job if:

• You are not fanatically focused on supporting customers to consistently exceed expectations.
• You ever consider mediocrity acceptable.
• You want to be the smartest person in the (virtual) room.
• You have an ego bigger than your sense of humour.
• You have limited interest in AI advancements and you aren’t currently integrating the use of AI into your daily workflows.

What we offer:

• Generous remuneration.
• Flexible working hours: design your work schedule to match your lifestyle.
• 100% remote working: live and work wherever you like - no more commutes.
• Learning & Development opportunities for lifelong learners.
• Generous holiday policy.
• Monthly Health & Wellbeing perk to cover health/dental insurance.
• Free subscription to an online therapy and mental wellbeing platform.
• Gatekeeper for Good: match funding to support non-profit organisations in your local community.
• Technology: we provide everything you need to do your best work.
• Gatekeeper retreats.
• We live by our company vision and values. If these ring true to you, then we’d like to talk to you.
• Gatekeeper offers a diverse and multicultural working environment, currently spanning 18 countries. We respect each other’s differences and welcome candidates from all backgrounds.