Implementation Consultant

The Role

We are looking for an experienced and driven Implementation Consultant to join our dynamic Professional Services team. In this role, you will take ownership of the full implementation lifecycle for our leading grant management software, working directly with grant-giving organisations to deliver solutions that are tailored to their needs and set them up for long-term success.

This is a client-facing, project-led role that requires someone who can hit the ground running, build trusted relationships quickly, and manage competing priorities with confidence. You will become a true product expert — guiding customers through every stage of their journey, from initial discovery through to go-live and beyond.

Key Responsibilities

Implementation & Project Management

• Drive projects from initiation to completion, maintaining tight control over timelines, budgets, and commercial outcomes.
• Act as a trusted advisor, turning customer requirements into carefully considered solutions that drive real impact through ongoing consultancy and collaborative workshops.
• Own the end-to-end configuration and setup of the software, ensuring it is tailored to each customer's specific workflows and requirements.
• Manage UAT phases, working closely with customers to resolve issues and sign off on solutions.
• Proactively identify risks to delivery and resolve blockers before they impact project timelines.
• Maintain clear and consistent project communication with both customers and internal stakeholders throughout.

Customer Relationships & Post-Implementation Support

• Build strong, trusted relationships with customer contacts at all levels.
• Act as a key point of contact for customers beyond go-live, supporting further requirements and ongoing project needs.
• Identify opportunities to add value and help customers grow their use of the platform over time.
• Hold yourself to a high standard of customer experience at every touchpoint, responding promptly to queries, setting clear expectations, and ensuring every interaction leaves customers feeling valued and confident in the process.

Training, Enablement & Pre-Sales

• Deliver engaging training sessions and webinars to help customers get the most out of the product, both at go-live and as new features are released.
• Deliver polished, persuasive product demonstrations to prospective customers alongside the Business Development team, adapting your approach depending on the audience and their level of familiarity with grant management software.
• Produce and maintain clear training materials and documentation.

Product Expertise

• Develop deep, comprehensive knowledge of the product through structured onboarding, documentation, and hands-on experience.
• Stay current with product updates and new features, translating changes into practical guidance for customers.
• Act as an internal voice of the customer, feeding insights back to the product and development teams.

Key Skills & Experience

• Proven experience in a project management, implementation, or professional services role — you are comfortable owning a project from kickoff to completion.
• Excellent communication and active listening skills, with the ability to tailor your approach to different audiences and stakeholders.
• Strong ability to gather, challenge, and define requirements — you know the right questions to ask.
• Highly organised and self-directed, with a track record of managing your own workload to meet deadlines without close supervision.
• Confident working independently while also contributing effectively as part of a collaborative team.
• A fast learner with a genuine curiosity — you enjoy getting under the skin of a product and becoming the go-to expert.
• Experience delivering training, demos, or webinars is an advantage.
• Demonstrated ability to work with a diverse range of customers — from large, complex charitable organisations to small societies and micro-funders — adapting your approach, communication style, and delivery to suit the scale and sophistication of each.
• Knowledge of or experience in the grants management or non-profit sector is desirable but not essential.
• Technically confident, with the ability to handle system configuration, work with data and reporting requirements, and translate technical concepts into plain language for non-technical stakeholders.

What Success Looks Like

• Projects are delivered on time, within scope, and to the satisfaction of the customer.
• Customers feel supported, confident, and set up for success from day one.
• You are recognised as a product expert — both internally and by the customers you work with.
• Post-implementation relationships are strong, with customers returning for further support and project work.
• Training and enablement sessions receive positive feedback and drive meaningful adoption.
• You proactively manage your own pipeline and raise risks early, keeping projects on track.

We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience. Candidates who require alternative accommodation may request it at any stage of the recruitment process. 

Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic. 

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