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The Implementation / Engagement Consultant is a post-sale role responsible for supporting customers throughout their onboarding journey, managing implementation projects, and ensuring successful adoption of Quadient Digital Services. The role will be primarily focused on Quadient AR but will also have the flexibility to support CXMPSO projects where required. It combines customer management, project delivery, and technical enablement to help customers maximise value from the solution. Success in this role requires strong interpersonal skills, a process-oriented mindset, and the ability to guide clients in applying best practices to enhance time to value and accelerate go-live.
Job Responsibility:
Manage the handover from presales/account representatives to project delivery
Gather customer requirements and brief internal technical teams accordingly
Provide clear onboarding plans to ensure smooth implementation
Lead and coordinate end-to-end implementation of Quadient AR/CXM for customers
Collaborate with cross-regional project teams (NORAM, CZ) to deliver against timelines and requirements
Ensure compliance with internal policies, practices, and procedures throughout the project lifecycle
Serve as the primary post-sale contact for customers, providing guidance, answering questions, and resolving issues
Monitor customer usage and adoption to ensure effective utilisation
Work closely with PreSales, PSO and Customer success teams to ensure customer satisfaction and long-term success
Deliver product education, training sessions, and enablement materials to clients
Empower customers to independently leverage the platforms for their AR processes
Proactively identify and resolve customer issues, liaising with Support and R&D teams when necessary
Act as a trusted advisor to customers, ensuring challenges are addressed quickly and effectively
Develop and execute loyalty and retention campaigns to strengthen customer relationships
Analyse customer data to identify opportunities for improved adoption and engagement
Requirements:
Technical and/or Business Project Management experience within a similar industry
Technical onboarding
Knowledge of Accounts Receivable
Excellent communication, negotiation, and interpersonal skills
Analytical mindset
Self-motivated with a proactive approach
What we offer:
Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle
Endless Learning: Access global opportunities for growth through our 24/7 online learning platform
Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program
Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme
Caring for Wellbeing: Access our complimentary employee assistance program for mental health support