Implementation Consultant

COMPANY OVERVIEW

Pulsar Group is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences – from customers to stakeholders, politicians to influencers and the media.

The evolving Pulsar Group portfolio includes Isentia , the market-leading media monitoring, intelligence and insights solution provider;  Pulsar , the most advanced audience intelligence and social listening platform; Vuelio , which provides monitoring, insight, engagement and evaluation tools for politics, editorial and social media in one place; and  ResponseSource , the network that connects journalists and influencers to the PR and communications industry.

Pulsar Group is an AIM-listed SaaS provider with over 1,000 employees across 10 countries. Our technology is used by 6,000 organisations every day, from global blue-chip enterprises and communications agencies to public sector organisations and not-for-profits.

ROLE OVERVIEW

The role of the Implementation Consultant is to work with our commercial team to take new clients and configure the Vuelio platform to their specific requirements and to support the client through their implementation period.

Strong project management, consultancy and customer service skills must be demonstrated to be successful in this role. You will be required to take complete ownership of multiple projects and work to ensure their successful completion.

KEY RESPONSIBILITIES

Implementation

• Identification of the customer needs and their Communication, PR and Public Affairs strategy

• Configuration of the customised Vuelio platforms in line with the customer’s requirements

• Designing and implementing Boolean media monitoring searches

• Liaising with third party suppliers to deliver a seamless integrated service

• Provision of bespoke customer product training

• Managing multiple projects meeting concurrent deadlines

• Operate with integrity, openness and honesty and represent the business in the utmost professional manner at all times.

Inter-departmental collaboration

• Continuous collaboration with other departments and pods in order to improve the customers’ experience at every touch-point in the Company.

• Champion the success of the Help Centre through content enrichment and driving adoption.

• Proactively identify and address any inter-departmental blockers to reinforce positive change.

• Demonstrate collective responsibility - working with other departments to exceed individual client expectations.

Reporting/documentation

• Undertake data driven analysis for effective reporting and decision-making.

• Identify new product opportunities, defects and workarounds to feed back into the product development lifecycle.

• Ensure exceptional quality in all customer documentation (SOW/Project Plan/Proposals).

• Ensure ClientSuccess data is current.

Other

• All staff have a responsibility and an essential role to play in safeguarding Pulsar Group’s information and that of its customers. You are required to take all reasonable steps to comply with the Pulsar Group Information Security Policy and the policies and processes outlined in the Pulsar Group Information Security Management System (ISMS).

• We can all play a part in creating the inclusive and diverse environment that enables us to do our best work through being welcoming to others, considerate of difference, responsible in our behaviour, constructive in disagreement and open to learn.

PROFILE

Required:

• 1-2 years of experience in a client-facing role, such as software implementation, support, sales, account management, or customer success

• High-level knowledge of a SaaS platform

• Experience managing projects of varying complexity

• Experience of positively tackling customer queries to satisfactory resolution

• Strong time management, and excellent written & verbal communication skills

• Computer literate and able to explain technical concepts to a non-technical audience

• Ability to quickly understand customer requirements and design suitable processes

• Has demonstrated ability to:

  • develop and use collaborative relationships to facilitate the accomplishment of work goals

  • proactively resolve issues

  • share important or relevant information with the team, and

  • adhere to the team’s expectations and guidelines.

Ideal:

• 2+ years of experience within a technical implementation role

• Experience in the media monitoring industry, understanding CRMs, and experience using GSuite, ClientSuccess, and Intercom are a plus.