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Customer Implementation Consultant II



Customer Service
London, UK
Posted on Thursday, May 23, 2024
At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 70+ countries worldwide, serving more than 320,000 workplaces.
Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed 100m ARR. We've helped millions of workers across industries and aim to empower 60% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!
You do not need to match every listed expectation to apply for this position. Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.
The Team: You will be a member of our well experienced Professional Services team, which includes all of the Consultants, Engineers & Architects that deliver tailored workforce management solutions to some of the US's biggest brands in hospitality, leisure, retail and healthcare. Our key focus is designing and delivering transformative solutions that help our customers grow their businesses into thriving workplaces. As a team we value the diverse perspectives and experiences each team member brings to the table and are looking for individuals who are passionate about having a huge part in building a best in class experience for our customers.
The Role: As a Customer Implementation Consultant you’ll leverage your technical background to develop tailored solutions for our enterprise customers. You’ll own the delivery lifecycle for new and existing implementations, developing strong relationships that set our customers up for success. You’ll be an integral part of our expanding US team and will regularly consult with local engineers and architects to align on project delivery. You’ll support the team with local internal initiatives and be given time to innovate and own areas of process improvement. The right candidate should have good overall technical acumen, confidence in managing large datasets and be an excellent communicator that relishes delivering results and hitting timelines. Customer focus is a must, you’ll need to be organised and driven by solving problems.


  • Manage the end-to-end delivery and implementation of complex projects for Deputy’s largest enterprise customers
  • Act as a trusted advisor to customers by providing best practices and identifying areas of opportunity throughout the implementation process
  • Validate customer requirements discovered in the sales process through technical workshops and informational sessions with operational stakeholders
  • Define and communicate project plans with clearly defined timelines and deliverables
  • Collaborate with Solutions Architects to design custom solutions as needed to fulfill customer requirements
  • Engage CX Engineers and delivery partners to develop and deliver custom work in line with customer’s requirements and project timelines
  • Interpret and map customer’s business structure to the Deputy platform, optimizing for ease of use and performance
  • Proactively communicate with internal and external stakeholders regarding status updates, risks, and overall project health
  • Take a train-the-trainer approach, equipping customer with training sessions and materials to insure continued success
  • Collaborate with Support and Success teams to document the configuration, custom solutions, and key stakeholders from the account, insuring a smooth transition from Implementation into longer-term support


  • Proven ability to understand, define, and document deliverables, including but not limited to: requirements specifications, gap analysis, use case scenarios, acceptance testing, process maps, and data flow diagrams
  • Must have strong understanding of and experience with implementation cycles for both internally and externally managed initiatives
  • Solid history of establishing and meeting work schedules with limited time frames and under tight deadlines
  • Ability to understand and relate to both technical and non-technical project team members
  • Experience with enterprise SaaS applications
  • 1-2 Years of professional experience in delivery, implementation, or project management
Employee Perks
- Highly collaborative working environment
- Flexible co-working space in central London at Uncommon Liverpool St
- Free happy hours, afternoon tea, networking, and professional events
- Employee stock ownership from Day 1
- Employee pension matching programme
- Private health and dental insurance
- Paid parental leave to support you and your family
- Flexible holiday time, including 2 celebration days per year for those special moments
- Work from home stipend to help you get set up and succeed from home
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.