Summary

This role operates as an individual contributor with high autonomy for day-to-day delivery decisions, delivering software implementations of standard to moderately complex scope and maintaining utilisation through proactive engagement and pipeline support. 

Role Purpose 

To connect customer needs with solution capabilities by delivering successful implementations from configuration through go-live and transition. To drive adoption and measurable value by providing expert guidance and problem-solving. 

Key Responsibilities 

• Deliver software implementations from configuration to Support and CSM Handover, ensuring quality and alignment with customer requirements and standard methodologies. 

• Ensure timely completion of User Acceptance Testing and resolve issues to achieve sign-off within agreed timelines. 

• Achieve personal utilisation targets by actively managing workload, contributing to billable delivery, and seeking additional assignments where capacity allows. 

• Proactively identify and support revenue-generating opportunities, including upsell services, additional scope, or new implementation demand within existing and prospective customers. 

• Build trusted relationships through clear communication and proactive engagement to drive satisfaction and successful outcomes. 

• Manage scope, deliverables, and timelines to secure stakeholder sign-off. 

• Deliver training to enable self-sufficiency and customer proficiency across the product suite. 

• Identify opportunities for additional services or upgrades during engagements to support revenue growth. 

• Execute technical services and post-go-live stabilisation to ensure business continuity and smooth transition. 

• Troubleshoot technical and infrastructure issues during implementation, applying specialist knowledge to resolve challenges and maintain service momentum. 

• Monitor and respond to customer experience metrics, including go-live and 30-day satisfaction scores, adapting approaches to maintain customer satisfaction and success. 

• Collaborate across internal teams to deliver a seamless, high-quality service that meets KPIs. 

• Manage scope change as required, either directly or with the Project Manager as necessary. 

• Implementations delivered on time and within agreed scope. 

• UAT completed successfully with minimal critical issues at go-live. 

• Solutions meet functional requirements with low post-deployment defects. 

• Customer software adoption evidenced through training effectiveness and enablement outcomes. 

• Utilisation targets consistently achieved in line with role expectations and business demand. 

• Contribution to revenue through delivery, extension of engagements, or identification of new services opportunities. 

• Positive customer NPS for communication and relationship management. 

• Contractual delivery within scope and time commitment. 

• Technical services delivered accurately with minimal business-critical incidents. 

• Post-go-live period remains stable with issues resolved within SLA. 

• Service delivery contributes to overall customer retention and renewal. 

Essential Requirements 

• Service delivery methodologies and customer engagement principles. 

• Software implementation lifecycle, including configuration and go-live processes. 

• Commercial awareness and understanding of customer business objectives. 

• Product knowledge relevant to assigned solutions. 

• Completion of mandatory Access training and product certifications. 

• Builds trust with customers, communicates clearly, and manages expectations effectively. 

• Demonstrated communication, stakeholder management, and time management skills in customer-facing delivery. 

• Delivers training that enables customer proficiency and self-sufficiency, adapting to feedback. 

• Diagnoses issues, proposes solutions, and resolves technical and process challenges effectively. 

• Configures software, sets up systems, troubleshoots, and handles data within established methodologies while adapting quickly to new tools. 

• Takes ownership, acts proactively, and delivers reliably without supervision. 

• Direct customer-facing delivery in consultancy, implementation, or training roles. 

• Evidence of AI adoption and continued learning to accelerate delivery, quality, and capacity. 

Desirable Requirements 

• Familiarity with database concepts, query languages, and system integration principles. 

• Understanding of change management to support customer transformation and adoption. 

• Knowledge of Access-specific methodologies, tools, and frameworks. 

• Additional product certifications demonstrating deeper or multi-product expertise. 

• Experience with data manipulation, database querying, or data analysis tools. 

• Basic understanding of AI-enabled tools to improve service delivery and customer outcomes. 

Reporting Lines & Organisational Context 

Delivers software implementations of standard to moderately complex scope, including configuration, UAT support, and go-live activities. Operates as an individual contributor with high autonomy for day-to-day delivery decisions, and is accountable for maintaining utilisation through proactive engagement with internal stakeholders and by seeking new delivery opportunities when not fully allocated.