Implementation Consultant

About the role

The owns the end-to-end success of new customer onboarding within the Mid Market segment, acting as the primary point of contact during the critical first phase of the customer journey. This role focuses on building deep customer relationships and driving early product adoption to ensure customers realize immediate value from Motive's platform. The consultant will leverage Motive's AI-powered tools to automate manual workflows, providing visibility and control over operations, safety, and finances for physical businesses. They translate complex platform capabilities into clear, actionable training for customers across industries such as transportation, construction, and field service. A customer-centric mindset is essential to preserving long-term satisfaction and trust throughout implementation. The consultant will collaborate extensively with internal stakeholders to resolve issues and improve the overall experience.

Key facts

What you'll do

Serve as the primary point of contact for new customers during their implementation phase, focusing on our larger customers.

Guide new customers through initial hardware and software setup as well as system training to ensure a timely and successful onboarding and product adoption.

Monitor customer progress and activities to ensure adoption and timely activation of the Motive platform.

Collaborate with cross-functional teams such as support, engineering, sales, and product management, along with the financial products team, to resolve complex issues and improve customer experience.

Handle a high volume of phone conversations and email inquiries with professionalism and empathy.

Build customer loyalty by delivering exceptional service and consistently exceeding expectations.

Create detailed project plans and implementation roadmaps tailored to SAAS and fintech adoption.

Develop and deliver presentations that clearly communicate product features, AI capabilities, and value propositions to stakeholders.

Track and report on productivity metrics and adoption KPIs to identify areas for optimization.

Document processes, configurations, and training materials to ensure consistency and scalability across the customer base.

Support the financial products team in integrating payment and spend management solutions into the platform.

Conduct regular check-ins with client personnel to ensure alignment and address concerns proactively.

Utilize Salesforce to manage engagement plans, log interactions, and maintain accurate records of customer health.

Analyze data to identify trends, risks, and opportunities for improving implementation outcomes.

Maintain compliance with export control regulations and ensure all users are authorized to access controlled technologies.

Requirements

The candidate must possess 3 or more years of prior experience in customer-facing roles, specifically in sales or support environments.

Demonstrate a strong proficiency in Salesforce and the ability to use data for informing engagement plans and decision-making.

Show a clear understanding of what success looks like both for customers and for Motive as a partner.

Exhibit effective listening and problem-solving skills to navigate complex implementation challenges.

Communicate excellently in both written and verbal formats, with strong presentation abilities.

Manage multiple responsibilities simultaneously while maintaining a high level of attention to detail and professionalism.

Have hands-on experience with documentation, data analysis, reporting, SQL, and Salesforce tools.

Bring prior experience in fintech and spend management technology to accelerate onboarding.

Build and maintain strong relationships with clients and their key personnel at all levels.

Create presentations, project plans, and implementation roadmaps for SaaS and fintech products.

Monitor progress and productivity using established frameworks and performance indicators.

Remain receptive to feedback and demonstrate a willingness to learn and embrace continuous improvement.

Understand and adhere to Motive's policies regarding customer privacy, data security, and regulatory compliance.

Nice to have

Experience with fintech and spend management technology is a preferred qualification for this role.

Practical notes

All job interviews and new-hire training sessions may be conducted in person at one of our global offices.

Candidates must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.