Implementation Consultant

Benefits

Additional Information

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you. Position Summary : The Projects and implementations team at Lightyear provide account set up and training services to businesses & partners ensuring that our software is successfully embedded within their processes. They are also responsible for assisting the sales team in converting inbound trialists to paying customers. Your job will be to guide, influence and support our customers over the phone, via video conferences and occasionally in person. You will cultivate relationships, overcome objections and deliver the best solution. You will play a key part in understanding a customer's needs and with this information guiding them through how Lightyear would best fit their organisation, saving them thousands annually. Key accountabilities and responsibilities : - Ensure the customer is set up for success by guiding them through best practice in configuring and using Lightyear. - Project management, planning and setting clear timelines and expectations tasks for the customer to ensure their implementation is a success. - Preparing and managing the implementation for all sales-ready leads. - You will be delivering/creating in depth product training to ensure our customers become product experts and can move to a self-help SaaS model. - Tracking the customers on-boarding journey through the CRM, and Asana. - Respond to email/chat/phone as required and email queries. - Training will be done through multiple channels; video conference, in person and recorded. - Creating training modules defined by the customer size which is defined by the complexity of the project requirements. Ensuring every customer completes training feedback forms rating a 5-star performance. - Post-onboarding check-ins, requesting NPS feedback scores, 5-star software reviews and/or case studies to assist the sales and marketing unit in their messaging. Key performance indicators: - tNPS Scores between 70-100 on post-onboarding surveys. - Completing client implementation projects within expected timeframes (4-6 weeks depending on client requirements). - Positive client feedback. - Billable client hours (a minimum of 70% utilisation of working hours on client-facing work). - Smooth handovers of clients to the Customer Success team. Skills, knowledge, experience & qualifications : - 1+ year client training or project management experience preferred - Sass product/technical knowledge beneficial, but all training will be provided - Knowledge Transfer Skills and sharp attention to detail - Excellent written and oral English communication skills with an empathetic ear - Passionate about efficiency and automation - Adept computer and software skills mandatory and O365, CRM and Asana experience beneficial - Understanding of the accounting and bookkeeping space would be beneficial What are we all about? The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. With over 9,300 talented individuals driving innovation and customer excellence, we're shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do . We're committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you're excited about this role - even if your experience doesn't tick every box - you might be exactly who we're looking for. We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.