Implementation Consultant (with Customer Success Focus)

Location: Remote

Department: Customer Success

Job Type: Full-Time / 12-month contract

Working Hours: 9:00 AM to 5:00 PM Eastern Time

About Birdview PSA

Birdview PSA is a leading professional services automation platform that helps project-based organizations plan, manage, and deliver work more efficiently. Used by teams in over 70 countries, our all-in-one solution provides visibility into projects, resources, budgets, and time, helping companies make smarter decisions and drive growth.

Are you a tech-savvy, people-first problem solver who loves helping clients and teammates succeed? Birdview PSA is on the lookout for an Implementation Consultant who’s just as passionate about smooth client onboarding as they are about high-fiving their team after a job well done.

In this hybrid role, you'll be the go-to guide for new customers - leading them from their first "hello" to their ultimate "we love Birdview!" You'll stick around to support their long-term success, helping them grow, thrive, and renew.

If you’re the kind of person who lights up in a room (or a Zoom), loves being part of a close-knit crew, and gets a kick out of turning complex processes into “we’ve got this” moments - this could be your perfect next adventure.

What You’ll Be Doing

Implementation & Onboarding (aka setting our customers up to soar):

1. Lead energizing onboarding sessions with new customers - dig into their business goals, explore their workflows, and design implementation plans that fit like a glove.
2. Deliver training that actually sticks. You’ll be teaching users across roles how to get the most from Birdview PSA - bonus points if you make it fun.
3. Customize and configure the platform so it’s perfectly tailored to the customer's needs (no cookie-cutter setups here).
4. Work hand-in-hand with Sales, Product, and Support to make the customer’s transition from “sold” to “successful” as seamless and delightful as possible.

Customer Success (aka helping customers thrive long after onboarding):

1. Be the friendly face (and go-to expert) for your assigned customers after implementation is complete.
2. Keep a pulse on customer health, satisfaction, and usage - take proactive steps to boost engagement and adoption.
3. Host regular check-ins and strategic business reviews to make sure we’re always aligned with the customer’s goals.
4. Build and execute tailored success plans that support long-term value, not just short-term wins.
5. Team up with Sales and Marketing to spot opportunities for expansion, upsell, and renewal - because growth is a team sport.
6. Be the customer’s voice inside Birdview - sharing insights and feedback with Product, Engineering, and beyond.

You’ll Shine in This Role If You:

1. Have hands-on experience with project management tools and processes (PM certifications = a gold star).
2. Are a confident communicator who can guide client conversations with clarity, empathy, and a touch of charm.
3. Love cracking complex business puzzles and finding creative ways to deliver value.
4. Can juggle multiple clients and timelines like a pro - without letting details slip through the cracks.
5. Are curious, self-driven, and energized by helping people succeed - inside and outside the company.

What You Bring to the Nest:

1. 2+ years of experience in implementation, onboarding at a B2B SaaS.
2. Strong presentation and facilitation skills for both technical and business-savvy audiences.
3. A knack for managing projects and collaborating across teams.
4. Bonus points if you’re familiar with project management software, PSA tools, or time tracking platforms.
5. Comfortable with CRM, support, and success platforms like Hubspot, Intercom, or similar.

Even Better If You Have:

1. Some exposure to consultative sales or account management.
2. A bit of technical flair - maybe you’ve dabbled with APIs, integrations, or data reporting.