The Implementation Consultant will focus on onboarding new Fulfil customers onto our platform. You will work hand-in-hand with an Onboarding Specialist to craft an exceptional experience for merchants as they bring their entire merchant operations processes onto Fulfil. You will obsess over deadlines and work cross-functionally with multiple internal teams across product, engineering, sales, and account management to ensure timely delivery of each step of the onboarding process. This is a strategic customer success role that requires an air of confidence, and a prescriptive rather than a reactionary approach to ensure ease during this transition leading to a successful Launch and Go-Live.

What You’ll Do:

• Work closely with the onboarding team to help new and existing merchants adopt Fulfil
• Drive implementation planning, execution, and optimization support
• Conduct business process mapping and requirements gathering sessions with new and existing customers to determine configuration requirements
• Prepare business requirements and technical scoping documents derived from customer meetings towards a successful launch
• Troubleshoot issues that arise during configuration sessions and dry runs
• Provide on-going post implementation support to optimize user adoption onto Fulfil
• Collaborate cross-functionally to ensure timeliness of each client deliverable
• Project manage across all stakeholders (internally and externally) in order to ensure on-time delivery and exceed merchant expectations
• Collaborate with other service and product areas to create a seamless experience for our merchants as they move from sales to data-migration, to set-up, delivery and go live.
• Wear multiple hats and make the most of the opportunity to work at an amazing, innovative, and rapidly growing company; passionate about doing something incredible!

We’re Looking for Someone With:

• 2+ years of experience managing multiple competing projects simultaneously from start to finish and have strong prioritization skills
• Flexibility to work North American time zones - the successful candidate will be able to overlap directly with the team in Toronto, Canada
• Previous experience in a customer facing implementation, or project management role at a product company. SaaS experience preferred
• Energy and a wicked work ethic - Customer Success is a 24/7 operation
• A strong attention to detail with proficiency in MS Excel and spreadsheet automation
• Previous experience in one or more of the following: Netsuite, SAP, JDA, MS Dynamics or other ERP/Supply Chain Management software;
• Strong project management and cross-functional collaboration skills, you are a task-management expert!
• A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days
• The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion
• The ability to instil a deep sense of confidence in your clients to alleviate any worry they might develop when transitioning from an old, outdated (but familiar) system to a new service
• An interest in e-commerce and the ability to quickly understand the Fulfil product suite
• Superior oral and written communication skills
• Genuine empathy for others and helping customers achieve their goals

Nice to Haves:

• Prior experience at a growth stage Internet/Software company
• Accounting degree, CPA designation or equivalent experience
• Knowledge of support methodology and process, and experience using Zendesk
• Experience with e-commerce technologies like Amazon or Shopify Plus
• A sense of adventure and an entrepreneurial spirit
• Coding ability or other technical experience e.g. SQL
• Previous experience with one or more of the following: Netsuite, QuickBooksOnline, Xero, TaxJar, Avalara etc