Implementation Consultant

Job Description

A BIT ABOUT US Lever was founded seven years ago to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix, Yelp, Cirque du Soleil, Shopify, and Eventbrite rely on to grow their teams. We've rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale. We’re extraordinarily proud of the company we’ve built so far (not to mention humbled to be recognized as the #1 place to work in San Francisco, as well as a top workplace in the entire United States). Our people are Lever’s biggest competitive advantage and we’ll continue investing in our “Leveroos” and people-first culture. THE CHALLENGE As Lever continues to grow our enterprise customer base, Lever Professional Services is looking for a high performing consultant to service the unique needs of these customers. Our implementation projects are often complex and global; involve a large customer team and executive stakeholders; and require process mastery and functional expertise. The OPPORTUNITY This is an incredible opportunity to work with Lever’s largest and most strategic customers, interact with global talent leaders and help redefine talent best practices at respected and well known brands. Internally, this is also an opportunity to contribute to the maturity of the Lever Professional Services team and development of Lever’s core product through customer feedback. THE TEAM You will be part of the Customer Experience Solutions (CXS) department at Lever which consists of Customer Success, Service & Support, Growth Implementation and Professional Services. We act as advocates for our customers by understanding their business challenges and collaborating with empathy to derive the most value out of our product while delivering a high quality customer experience. The Professional Services team provides an instrumental layer of success for enterprise customers through custom solutions, technical expertise, enterprise solution delivery and talent advisory. Key Responsibilities: ● Support our largest most complex enterprise and strategic customer implementations ● Serve as Lever product SME, partner in change, and customer advocate as you guide customers from discovery through launch of Lever ● Lead impactful and engaging discovery sessions, share best practices and act as a trusted advisor during configuration design and partner with Lever Solutions Architecture to build custom integrations ● Facilitate change management by conducting customer trainings and developing meaningful stakeholder messaging and assets to ensure project success and adoption ● Develop, manage and execute to a robust project plan, keeping the customer on track through weekly project statuses, management of issues/risks, and timely deliverables ● Build relationships with both internal and external customers based on empathy, integrity and credibility ● Support internal efficiency improvement initiatives for the Lever Professional Services team by contributing to tools, processes, frameworks and reusable assets ● Collaborate with other members of the Lever Professional Services team to continuously uplevel each other’s skills, experience and expertise ● Learn to serve as a valued voice of the customer by proactively learning about talent trends and insights and providing constructive customer product feedback to R&D ● Partner with Customer Success throughout the project to ensure a seamless transition post-launch

THE SKILL SET

• 5+ years experience leading SaaS / software implementation project delivery for large complex enterprise customers
• Thorough understanding of SDLC and project management
• Growth mindset with a bias towards action
• Empathetic to customer and end-user needs, with the ability to translate those needs into solutions that deliver value
• Exceptional written, verbal and presentation skills with attention to detail
• Prior experience in Talent/HR/People related function strongly preferred

WITHIN 1 MONTH, YOU'LL...

• Attend Ramp Camp, Lever’s week-long version of onboarding. You’ll learn about all aspects of the business with a cross-functional group of new Leveroos. You’ll also get a chance during this week to kick off your first Lever project!
• Round out your onboarding during your second week focused on Lever’s go to market teams, by attending sessions hosted by Sales, Marketing, G&A and CXS. You’ll learn about Lever’s implementation offerings and service & support offerings, the Lever sales lifecycle, packaging and pricing, value drivers, contracts, statements of work, implementation methodology, launch process, and the Lever product roadmap.
• Shadow or review five (5) Implementation calls and training sessions across ENT customers to build an understanding of implementation approach, methodology, key milestones, systems, processes, and the differing customer needs by company size.
• Shadow or review three (3) each Customer Success Manager, Talent Analytics Consultant and Solutions Architect calls and across our Enterprise segment to build understanding of our closest cross-functional teams
• Shadow an existing PS customer implementation to begin familiarizing yourself with existing PS delivery assets and the PS implementation process.
• Meet with SA lead to understand current competencies and solutions, backlog, and solution delivery process.
• Begin the journey towards Lever Product Certification through eight (8) immersive hands-on sessions with product certified Implementation Specialists.
• Meet with relevant teams both within the Customer Success organization and more broadly across the company. You’ll be working cross-functionally and building relationships early will set you up for success!
• Factor these learnings and observations into your 30-60-90-day plan which you will present to your hiring manager. This will set you up for success to continue to get to know your org, the business, and build bridges across the company.

WITHIN 3 MONTHS, YOU'LL...

• Complete Product Certification for Lever’s Talent Acquisition Suite
• Take on your first customer in a Project Manager capacity to begin learning about Lever’s PS implementation process and observe the effectiveness of our existing content and collateral.
• Dive into understanding customer needs from a project management perspective during implementation and begin to iterate on our best practices and assets with respect to services delivery
• Become an expert in PS processes, tools, frameworks and templates that are used throughout the PS lifecycle. Identify new and/or iterate on existing processes and templates as needed, thinking about efficiency and scalability. Identify gaps and areas that may need more substantial changes.

WITHIN 6 MONTHS, YOU'LL...

• Take on your first customer in a Implementation Consultant capacity. Lead and own the strategic customer account, delivering end-to-end implementation from discovery, design, configuration, UAT, training through launch and post-launch services. Serve as the Lever product SME across all work with the customer, maintaining relationships and keeping stakeholders engaged.
• Maintain high performance of your specific customer accounts; tracking to quarterly goals and metrics
• Collaborate with other members of the Lever Professional Services team to continuously uplevel each other’s skills, experience and expertise

WITHIN 12 MONTHS, YOU'LL...

• Become a Lever product SME, change specialist, and customer advocate as you guide customers from discovery through launch of Lever
• Build advanced knowledge of recruiting functions, best practices, and recruiting playbooks. Begin to participate in providing points of view on talent strategy.
• Work with Growth Implementation Specialist team leads to cascade relevant PS processes, tools, frameworks and templates to mid-market and SMB segments
• Support initiatives that help improve PS operations (ie. increasing team efficiency, new hire on-boarding, reporting, etc.)

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