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Salary: USD 70,000 - 80,000 / annual
BigTime Software seeks an Implementation Consultant to lead customers through successful implementations of BigTime products, a professional services automation (PSA) platform. You will own the end-to-end implementation process from project kickoff through go-live and stabilization, managing timelines, guiding configuration, and ensuring clients are confident in day-to-day platform use.
Key responsibilities include:
**Implementation Ownership**: Partner with Relationship Managers to establish client relationships. Identify core business drivers early and use them to guide all implementation activities. Build and maintain detailed implementation timelines, shared with clients before each session. Identify at-risk implementations early, create recovery plans, and own the data migration process end-to-end, escalating to engineers when custom scripting is needed. Close out implementations once clients are stabilized and capture satisfaction feedback.
**Project Management & Delivery**: Run implementations as formal projects with scoped milestones, documented timelines, clear ownership, and defined paths to go-live. Schedule working sessions at a cadence that maintains momentum, adjusting scope and timeline transparently as client needs evolve. Record sessions and follow up with written recaps covering what was discussed, next steps, and open items. Escalate platform issues or enhancement requests that threaten implementation success. Apply core project management principles around scope, schedule, risk, and stakeholder management. Deliver approved Professional Services engagements including training, workflow optimization, custom invoice calculators, XML templates, and reporting.
**Cross-Functional Collaboration**: Work closely with Sales, Solutions Consulting, Customer Success, Product, and Support to ensure consistent client experience. Flag concerns before kickoff by consulting with Sales and Solutions Consulting on nonstandard configurations.
**Documentation & Reporting**: Maintain accurate notes in Salesforce for every engagement, including Implementation Plans, timelines, and key decisions. Keep engagement status, at-risk flags, and PS Opportunity fields current for leadership visibility.
Success is measured by clients reaching time and expense entry within 25–35 days of kickoff (though stable, retained clients outweigh strict timelines), meeting project objectives and adoption milestones, and smooth transitions to Relationship Managers and Support.
**Requirements**:
- Demonstrated ability to manage multiple concurrent client engagements against defined timelines and milestones
- Comfort building and maintaining project plans and status reporting without heavy oversight
- Working knowledge of standard project management practices
- Ability to translate legacy workflows into BigTime configurations reflecting best practice, not like-for-like copies
- Confident, consultative communication style; able to lead client stakeholder working sessions and difficult conversations
- Strong written communication for follow-ups, recaps, and Salesforce documentation
- Judgment to identify at-risk clients early and escalate before relationships are jeopardized
**Preferred Experience**:
- Prior professional services, implementation, or client-facing consulting role, ideally in SaaS or PSA environments
- Experience creating workflow automations using Claude or other generative AI tools to improve implementation efficiency and outcomes
- Data migration project experience
- Delivery of both implementation and post-implementation engagements (assessment, training, custom work)
- Comfort troubleshooting integration issues (e.g., QuickBooks Online sync) and knowing when to escalate versus resolve
- Strong working knowledge of BigTime platform including time tracking, billing, invoicing, project setup, and reporting
