The posting
Position Summary
The Implementation Consultant is responsible for leading customers through a successful implementation of BigTime products, from project kickoff through go-live. This role manages the implementation project, guides customers through configuration and best practices, and ensures they are prepared to confidently use BigTime in their day-to-day operations.
Beyond implementation, the Implementation Consultant may deliver additional services such as training, workflow optimization, stabilization assessments, and other approved Professional Services engagements as customer needs evolve. Success in this role requires strong project management skills, consultative problem solving, and the ability to translate business requirements into effective solutions within the BigTime platform.
Key Responsibilities
Implementation Ownership
- Establish and partner on the overall relationship with each assigned client throughout implementation with the Relationship Manager.
- Identify the client's core business drivers early and use them as the throughline for kickoff calls, working sessions, follow-up emails, and the close-out meeting.
- Build and maintain an Implementation and project timeline, sharing an updated version with the client before every session.
- Identify at-risk implementations early, create an at-risk record, and build a recovery plan in partnership with the Relationship Manager.
- Own the end-to-end data migration process, partnering with Escalation Engineers when custom scripting or technical expertise is required.
- Close out each implementation once the client is stabilized and confident, and capture client sentiment through a satisfaction survey.
Project Management & Delivery
- Run the implementation like a project: scoped milestones, a documented timeline, clear ownership, and a defined path to go-live.
- Schedule and run working sessions at a cadence that keeps momentum, adjusting scope and timeline transparently when the client's needs change.
- Record sessions, and follow up every call with a written recap covering what was covered, what's next, and any open items.
- Escalate platform issues or enhancement requests that put an implementation at risk, and keep the Service’s Management Team informed of escalation impact.
- Apply core project management principles (scope, schedule, risk, and stakeholder management).
- Deliver approved Professional Services engagements, including additional training, workflow optimization, custom invoice calculators, XML invoice templates, reporting, and other post-implementation services.
- Provide consultative guidance on BigTime best practices for time tracking, billing, invoicing, reporting, and project management, helping customers maximize the value of the platform.
Cross-Functional Collaboration
- Work closely with Sales, Solutions Consulting, Customer Success, Product, and Support to keep the client's experience consistent end-to-end.
- Flag areas of concern before an implementation kicks off by consulting with Sales and Solutions Consulting on anything that may require nonstandard configuration.
Documentation & Reporting
- Maintain accurate, current notes in Salesforce for every engagement, including the Implementation Plan, timeline, and key decisions.
- Keep engagement status, at-risk flags, and PS Opportunity fields current so leadership has visibility into pipeline health.
Required Qualifications & Skills
Project Management
- 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 a client's legacy workflow into a BigTime configuration that reflects best practice, not a like-for-like copy.
Client-Facing Skills
- Confident, consultative communication style; able to lead a room of client stakeholders through a working session or a difficult conversation.
- Strong written communication for follow-up emails, recaps, and internal Salesforce documentation.
- Judgment to identify at-risk clients early and escalate before a relationship is in jeopardy.
Preferred Experience
- Prior experience in a professional services, implementation, or client-facing consulting role, ideally within a SaaS or PSA environment.
- Experience creating workflow automations using Claude or other generative AI tools to improve implementation efficiency and client outcomes.
- Experience with data migration projects.
- Experience delivering both implementation and post-implementation (assessment, training, or custom) engagements.
- Comfort troubleshooting integration issues (for example, QuickBooks Online sync) and knowing when to escalate versus resolve directly.
- Strong working knowledge of the BigTime platform, including time tracking, billing and invoicing, project setup, and reporting.
What Success Looks Like
Clients reach time and expense entry, ideally within 25 to 35 days of kickoff, though a stable, retained client always outweighs a strict time metric.
Achieve successful implementation completion by meeting project objectives, customer adoption milestones, and transition readiness.
Clients transition smoothly into the Relationship Manager and Support, and return to Professional Services for future assessment, training, or custom work.
The expected salary for this position ranges from $70,000 to $80,000 annually. The actual salary will be determined on an individualized basis, taking into account a wide range of factors including, but not limited to, relevant skills, experience, education, and, where applicable, licenses or certifications held. In addition to base salary and a competitive benefits package, this position may be eligible for additional types of compensation such as bonuses.
Applicants must be authorized to work in the U.S. BigTime Software, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law. Your Right to Work: in compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are unable to sponsor or take over sponsorship of an employment Visa or STEM OPT at this time.
