Implementation Consultant

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Position Summary

The Implementation Consultant at PetScreening is a client-facing role responsible for guiding customers through the implementation journey, from pre-sales consultation and launch planning through onboarding, go-live, and early adoption. This individual serves as a trusted advisor, helping customers successfully deploy PetScreening solutions, achieve implementation milestones, and realize value within the first 90 days of their partnership.

Working closely with Sales, Customer Success, Professional Services, Product, Marketing, and Support teams, the Implementation Consultant will lead implementation projects, provide strategic consultation, manage onboarding activities, and drive customer readiness and adoption. This role will also contribute to the ongoing development and optimization of PetScreening's onboarding methodologies, implementation processes, and customer launch programs to support scalability and operational excellence.

The ideal candidate is highly organized, consultative, customer-focused, and skilled at managing multiple projects while building strong relationships with stakeholders across both customer organizations and internal teams.

Key Responsibilities

Pre-Sales Support & Solutions Consulting

• Partner with Sales to provide implementation expertise during the pre-sales process.
• Consult with prospective and new customers to understand business objectives, requirements, and success criteria.
• Establish implementation timelines, project plans, and launch strategies that support successful onboarding and adoption.

Implementation Planning & Project Management

• Lead customer implementations from kickoff through go-live.
• Manage project milestones, timelines, risks, and stakeholder communications.
• Coordinate cross-functional resources to ensure successful and timely launches.

Customer Onboarding & Launch Execution

• Serve as the primary point of contact during onboarding and implementation.
• Guide customers through onboarding activities, platform setup, and launch readiness.
• Drive customer engagement, adoption, and value realization during the first 90 days post-launch.
• Provide consultative guidance and change management support to help customers successfully adopt new processes, workflows, and best practices.

Methodology & Process Improvement

• Support the development and continuous improvement of onboarding methodologies, implementation processes, and customer launch programs.
• Identify opportunities to improve efficiency, scalability, and the overall customer experience.
• Contribute to customer-facing resources, best practices, and implementation standards.

Cross-Functional Collaboration

• Partner with Customer Success, Professional Services, Product, Marketing, and Support teams to deliver a seamless customer experience.
• Maintain implementation documentation and provide regular project updates to stakeholders.
• Monitor implementation outcomes and recommend improvements that drive customer success.

Qualifications

Required

• 3+ years of experience in customer success, onboarding, implementation, account management, consulting, project management, or a related client-facing role.
• Proven track record of managing customer onboarding or implementation projects and driving successful customer outcomes.
• Strong project management skills with the ability to manage multiple implementations simultaneously.
• Excellent communication, presentation, facilitation, and relationship-building skills.
• Demonstrated ability to consult with customers, influence stakeholders, and navigate complex implementation challenges.
• Strong organizational skills with attention to detail and the ability to execute against deadlines.
• Experience working cross-functionally with Sales, Customer Success, Professional Services, Product, Marketing, and/or Support teams.
• Proficiency with CRM systems, project management tools, and standard business software platforms.
• Willingness to travel occasionally for strategic customer meetings, onsite implementations, company events, or industry conferences.

Preferred

• Experience working in SaaS, PropTech, multifamily housing, property management, or related industries.
• Experience supporting pre-sales activities or solution consulting engagements.
• Familiarity with implementation frameworks, onboarding methodologies, and customer adoption best practices.
• Experience driving change management initiatives and customer process adoption.
• Experience building or improving scalable onboarding programs and implementation processes.
• PMP, CAPM, CSM, or other project management certifications are a plus.

Core Competencies

Customer Consultation

Builds trusted advisor relationships and provides strategic guidance that drives successful customer outcomes.

Project Management

Effectively manages timelines, priorities, stakeholders, and implementation milestones from kickoff through launch.

Launch Excellence

Ensures customers are prepared, engaged, and positioned for success throughout onboarding and go-live activities.

Adoption & Value Realization

Focuses on helping customers achieve measurable value and adoption during the critical first 30 days.

Collaboration

Partners effectively across departments to deliver a seamless customer experience.

Communication

Communicates clearly and confidently with customers, executives, and internal stakeholders.

Adaptability

Thrives in a fast-paced environment with evolving priorities and platform enhancements.

Essential Functions

• Prolonged periods of sitting and working on a computer.
• Proficient computer skills with the ability to learn new software.
• Provide a high level of customer service for all issues and requests.
• Meet individual and team performance targets by achieving key productivity and quality KPIs.
• Contribute to a collaborative team by sharing ideas and process improvements.
• For hybrid applicants: Be in the office 3 days a week. Regular attendance at in-office team meetings and training sessions is a component of the hybrid work model.
• Occasional weekend hours may be required.

Travel Requirements

This role may require occasional travel for strategic customer meetings, onsite implementations, company meetings, conferences, or team events. Travel frequency will vary based on business needs.

Equal Opportunity Employer - PetScreening is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About PetScreening

Our Vision:


PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay.

Our Mission:


PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests.


What We Do:

PetScreening™ is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals.

Our Culture:

PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area). Our large office provides space for independent, team, and large group collaboration within several different types of work spaces. Our casual office environment encourages our employees to bring their pets to work. We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun.

Benefits Offered:

• Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
• Company sponsored Life Insurance and Short Term Disability.
• Optional Life Insurance and Long Term Disability Plans.
• 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment.
• Paid time off accrual beginning first day of employment
• Paid holidays
• Optional remote work days
• Paid Family/Military/Bereavement leave
• Pet friendly office

Equal Opportunity Employer

PetScreening is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.