At a Glance
- Tasks: Lead the implementation of our SaaS platform, ensuring smooth onboarding and customer success.
- Company: Join a fast-growing SaaS company revolutionising garment personalisation technology.
- Benefits: Enjoy a competitive salary, performance bonuses, and opportunities for personal development.
- Other info: Office-based role in Washington, Tyne and Wear, with a supportive and agile team culture.
- Why this job: Make a real impact in a dynamic environment while helping customers thrive with our innovative platform.
- Qualifications: 3-5 years in SaaS implementation; degree in Business, IT, or related field required.
The predicted salary is between 28000 - 34000 € per year.
We’re a fast-growing SaaS company at the forefront of garment personalisation technology. Our powerful platform enables embroidery and print businesses to work smarter, faster, and at scale. As we expand into the US and focus on mid-sized and larger clients, we’re strengthening our implementation and customer success team.
As an Implementation and Customer Success Consultant, you’ll play a key role in delivering Tracker, our SaaS garment decoration platform, to new and existing customers. You’ll lead implementation, configuration, and operational setup, optimising processes across warehouse operations, order management, and garment personalisation workflows. You’ll ensure a smooth onboarding experience, provide hands-on training and expert consultancy, and drive early value and long-term customer success.
You’ll act as a trusted advisor throughout the lifecycle, working closely with the Senior Manager – Service Delivery and Customer Success, and collaborating with the Service Desk and Change Manager. Strong, practical knowledge of warehouse operations, production environments, and garment decoration workflows is essential, as your contribution will directly impact customer satisfaction, operational performance, and business outcomes.
This role is ideal for someone with hands-on service management experience, a sharp eye for process improvement, and a genuine passion for delivering exceptional customer outcomes. If you thrive in a fast-paced, high-growth environment and enjoy creating value, this is your opportunity to make a real impact.
As we grow, so will the opportunities for your own development and responsibility. You’ll join a supportive, agile, and customer-centric team that values learning, collaboration, and celebrating success.
Salary and Benefits
£35,000 - £42,500 per annum, plus benefits based on experience. Performance bonus of up to 10% based on company and personal performance.
Location: Office based in Washington (Newcastle Upon Tyne), Tyne and Wear, Postcode NE38
Accountabilities
- Manage end-to-end implementation projects for Tracker’s SaaS platform managing all aspects from initial scoping, platform configuration to operational set-up and go-live.
- Deliver structured onboarding to ensure customers effectively adopt the platform for customer operations including warehousing, production workflows for garment decoration and dispatch.
- Advise customers on best practices in warehouse operations, stock handling, production processes, and operational efficiency.
- Provide hands-on consultancy and support to drive platform adoption, user engagement, and measurable customer success outcomes.
- Facilitate continuous improvement in customer warehouse and production operations by identifying and enabling process and system enhancements.
- Deliver tailored training and enablement, including documentation, workshops, and knowledge transfer sessions for end users and customer teams.
- Build and maintain strong relationships with customers, ensuring long-term satisfaction, platform value realisation, and ongoing success.
- Collaborate with the Service Desk and Change Manager and other colleagues, to ensure seamless onboarding, knowledge handover, and issue resolution.
- Support customers by developing and refining best practice frameworks, delivery playbooks, training content, and customer-facing documentation.
- Capture customer feedback and insights to inform product development, service enhancements, and strategic improvement roadmaps.
- Create and maintain reusable enablement assets to support efficient and scalable onboarding, customer success delivery and internal knowledge management.
Responsibilities
- Develop and maintain deep expertise in the Tracker platform, its features, application, and value to customers.
- Lead end-user requirements definition, operational discovery sessions, and implementation planning, implementation, onboarding and adoption workshops.
- Maintain strong practical knowledge of garment decoration production and related operational processes, including e-commerce, ordering, warehousing, and personalisation.
- Conduct workflow analysis for warehouse and production operations, identifying and advising on operations, processes and improvements.
- Manage the full implementation lifecycle of Tracker, supporting customers to successfully implement and drive value from the platform.
- Coordinate platform testing, validation, and customer readiness activities through to go-live.
- Deliver tailored training, coaching documentation and training to operational, warehouse, production and customer service teams.
- Provide ongoing advice and support to optimise customer adoption, engagement, and operational performance.
- Monitor onboarding KPIs including time-to-value, platform usage, and early-stage success.
- Lead customer health checks, gather feedback, and co-develop success plans.
- Drive long-term adoption and customer success across the entire lifecycle.
- Identify and manage onboarding risks, tracking satisfaction and success metrics.
- Coordinate the collection and analysis of Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data.
Process Improvement and Knowledge Management
- Identify opportunities to improve warehouse, production, and end-to-end operations, including garment personalisation and decoration processes.
- Recommend enhancements to the Tracker platform based on customer needs and operational insights.
- Document and refine best practices, internal knowledge, and user training materials.
- Collaborate with internal teams and customers to capture lessons learned and recommend service improvements.
- Ensure effective knowledge transfer to internal support teams and customer-side users.
- Continuously improve enablement materials, delivery playbooks, and training content to support scalable success.
Skills, Experience and Qualifications
- 3-5+ years’ experience in SaaS implementation, digital transformation, or solution delivery.
- Degree in Business, IT or a related discipline.
- Strong practical knowledge of ordering, warehouse operations, fulfilment, personalisation and garment decoration (print/embroidery).
- Proven expertise in project management, business and data analysis, and customer-facing consultancy.
- Practical understanding of Lean principles and onboarding success metrics.
- Skilled in mapping operational processes to platform configurations and identifying workflow improvements.
- Experienced in driving customer adoption and optimising operational outcomes.
- Proficient with project management, data analytics, reporting, customer success and satisfaction tools.
- Practical and solid knowledge of Warehouse Management (WMS) / ERP systems.
- Experienced in providing insights to support product roadmap development.
- Customer-focused and commercially aware, with a detail-driven mindset and high standards for delivery.
- Confident and effective communicator, advisor, consultant, and trainer.
- Thrives in fast-paced, dynamic and demanding environments.
- Credible with stakeholders at all levels—from warehouse teams to senior leadership.
- Positive, collaborative, and committed to delivering value and success.
Locations
Implementation and Customer Success Consultant in Hampshire, Portsmouth employer: Tracker
As a fast-growing SaaS company at the forefront of garment personalisation technology, we offer an exceptional work environment that prioritises employee growth and collaboration. Our office in Washington (Newcastle Upon Tyne) fosters a supportive culture where team members are encouraged to innovate and excel, with opportunities for professional development and a performance bonus structure that rewards individual and company success. Join us to make a meaningful impact while working alongside passionate colleagues in a dynamic, customer-centric atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Implementation and Customer Success Consultant in Hampshire, Portsmouth
✨Tip Number 1
Familiarise yourself with the Tracker platform and its features. Understanding how it works will not only help you during the interview but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees of StudySmarter on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can give you an edge during the hiring process.
✨Tip Number 3
Prepare to discuss specific examples from your past experience that showcase your skills in SaaS implementation and customer success. Highlighting measurable outcomes from previous roles can set you apart from other candidates.
✨Tip Number 4
Stay updated on industry trends related to garment personalisation technology. Being knowledgeable about the latest advancements can help you engage in meaningful conversations during interviews and show your commitment to the field.
We think you need these skills to ace Implementation and Customer Success Consultant in Hampshire, Portsmouth
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in SaaS implementation, customer success, and project management. Use specific examples that demonstrate your knowledge of warehouse operations and garment decoration workflows.
Craft a Compelling Cover Letter:In your cover letter, express your passion for customer success and how your skills align with the role. Mention your hands-on experience in service management and your ability to drive process improvements.
Showcase Relevant Skills:Emphasise your practical knowledge of operational processes, Lean principles, and customer engagement strategies. Highlight any experience you have with training and consultancy, as these are key aspects of the role.
Prepare for Potential Questions:Think about how you would approach onboarding new customers and driving platform adoption. Be ready to discuss specific challenges you've faced in previous roles and how you overcame them to ensure customer satisfaction.
How to prepare for a job interview at Tracker
✨Showcase Your SaaS Knowledge
Make sure to demonstrate your understanding of SaaS platforms, particularly in relation to garment personalisation technology. Be prepared to discuss how you have successfully implemented similar solutions in the past and the impact they had on customer satisfaction.
✨Highlight Process Improvement Experience
Since the role focuses on optimising processes, share specific examples of how you've identified and implemented process improvements in previous positions. Use metrics to illustrate the positive outcomes of your initiatives.
✨Prepare for Customer Success Scenarios
Think of scenarios where you've driven customer success and adoption. Be ready to explain how you approached onboarding, training, and ongoing support, and how these efforts led to measurable results for the customers.
✨Demonstrate Strong Communication Skills
As a consultant, you'll need to communicate effectively with various stakeholders. Practice articulating your thoughts clearly and confidently, and be prepared to answer questions about how you would handle challenging conversations with clients.
