The Implementation Consultant plays a key role in the successful delivery of customer site setups within the Canopy platform. Positioned between the customer-facing and technical teams, this role is responsible for translating business requirements into clear, actionable deliverables for development and ensuring that implementations are aligned with customer goals.
Working closely with the Account Manager (AM) and Project Manager (PM), the Implementation Specialist participates in customer calls, gathers requirements and develops detailed specifications based on scoped work. They are responsible for creating both customer and developer facing documentation, maintaining site workflows and carrying out the data import/export processes required for site configuration.
This role requires strong proficiency in Excel or Google Sheets, excellent attention to detail, and the ability to manage and prioritise multiple implementation tasks. The Implementation Consultant also supports the QA process through comprehensive user acceptance testing and plays a central role in refining the final solution based on customer feedback. Over time, they are expected to deepen their understanding of APIs and SSO integrations, becoming a primary point of contact for related queries.
This position is well-suited to individuals who are proactive, analytical, and eager to expand their technical knowledge within a SaaS environment.
Key duties and responsibilities
- Join the Account Manager (AM) and Project Manager (PM) on customer calls to discuss implementations
- Work closely with AM and PM to understand the customer’s goals and requirements
- Use information from the scope of work, set up calls and customer documents to create a specification for the customer site
- Create customer facing and developer facing versions in Excel and/or Google Sheets
- Use CSV export and import to update customer sites through implementation
- Work with UX/UI Team to deliver customer branding
- Create well planned and structured work tickets for the development team to action for site creation and other development tasks
- Update workflow within the customer’s Canopy site
- Complete comprehensive UAT testing of each site
- Use customer feedback to make improvements through their testing phase, understanding their needs and translating this into Canopy
- Create SSO and API documentation specific to each client
- Learn more about SSO and API to become the ‘go-to’ contact for customer questions
Experience required
- Experience working in a client-facing implementation, technical support, or business analysis role
- Experience managing or contributing to SaaS product deployments or software onboarding (desirable)
- Experience gathering and translating business requirements into technical documentation
- Experience using spreadsheet tools (e.g. Excel, Google Sheets) for structured data management
- Experience conducting user acceptance testing (UAT) (desirable)
- Exposure to APIs, SSO or other web-based integrations (desirable)
- Understanding of Boolean (desirable)
Skills & Knowledge:
- Strong proficiency in Excel and/or Google Sheets, including managing and manipulating CSV data
- Excellent written and verbal communication skills for both technical and non-technical audiences
- Ability to create clear, structured documentation for developers and customers
- Strong analytical and problem-solving skills, with a keen eye for detail
- Ability to manage multiple tasks and prioritise effectively in a fast-paced environment
- Understanding of software development processes and terminology (desirable)
- Willingness to develop deeper knowledge in APIs, SSO, and technical configurations over time
Personal Attributes:
- Proactive, with a strong sense of ownership and accountability
- Methodical and detail-oriented in approach
- Collaborative, able to work effectively across cross-functional teams (e.g. design, development, account management)
- Strong interpersonal skills, with confidence in leading discussions and translating requirements
- Curious and eager to learn, particularly in technical domains
- Adaptable to evolving processes and customer needs