Implementation Consultant

About the Role:

The Implementation Consultant will own end-to-end onboarding for lower-segment accounts, ensuring rapid, repeatable deployments that drive time-to-value and product adoption.

Based in Mexico, this role supports a portfolio of SMB, CMRL and MM customers, delivering standardized implementation plans, training, and configuration guidance remotely.

You’ll partner closely with Support, Sales, and Customer Success to reduce deployment friction, improve activation rates, and ensure customers achieve measurable outcomes aligned to Motive’s best practices.

Success in this role is measured by on-time go-lives, activation and adoption KPIs, implementation CSAT, and handoff quality to post-implementation teams.

What You'll Do:

• Own a structured onboarding journey for lower-segment accounts, including discovery, configuration, training, and go-live confirmation.
• Deliver Spanish-language enablement (live sessions and recorded modules) covering product setup, workflows, and troubleshooting.
• Configure standard integrations and features (e.g., user roles, device provisioning, alerting, reporting templates) using repeatable playbooks.
• Proactively manage timelines, risks, and dependencies; escalate blockers and drive clear resolution paths.
• Track and report implementation KPIs (milestone completion, activation, user engagement) and document project artifacts for handoff.
• Run multi-customer cohorts when appropriate to increase throughput while maintaining quality and customer satisfaction.
• Collaborate with Sales and Customer Success to align scope, set expectations, and ensure smooth transitions post go-live.
• Capture customer feedback to inform product improvements and refine implementation playbooks for scale.

What We're Looking For:

• Strong written and verbal communication; English proficiency required for internal collaboration.
• 2–4+ years in implementation, onboarding, or customer-facing delivery roles, preferably with SMB or high-volume segments.
• Experience executing standardized, remote implementations with clear timelines and measurable outcomes.
• Strong project management skills: planning, prioritization, stakeholder communication, and risk management.
• Technical aptitude to guide configuration, troubleshoot common issues, and translate customer needs into product solutions.
• Customer-centric mindset with the ability to simplify complex concepts and drive adoption through practical training.
• Data-driven approach to track KPIs and continuously improve processes; comfortable working in CRM, ticketing, and documentation tools.
• Growth-oriented, organized, and resilient—thrives in fast-paced environments and context-switching across multiple accounts.