Implementation Coordinator

Role Overview

You will take ownership of every client journey from the moment a contract is signed through to a confident, fully supported go-live. This means orchestrating project timelines, configuring the HR platform to match each client’s policies, guiding data migration, and coordinating training so clients can use the system independently from day one. Your work directly determines whether new customers succeed quickly and stay engaged long-term, making you the bridge between our product, our internal teams, and the client’s everyday reality.

Key Responsibilities

• Lead end-to-end implementation projects, starting with drafting tailored plans, agreeing on milestones, and running kickoff meetings that align both sides on scope, roles, and deadlines.
• Configure the platform for each client by setting up organisation structures, payroll parameters, leave and attendance rules, shifts, and holiday calendars to mirror their actual policies.
• Guide clients through uploading employee data, then validate every import for completeness and accuracy, flagging and resolving any discrepancies before go-live.
• Serve as the primary point of contact throughout the implementation, delivering regular progress updates, managing expectations, and surfacing risks early to avoid last-minute surprises.
• Coordinate administrator and end-user training sessions, and facilitate user acceptance testing (UAT) to confirm the system meets business needs before launch.
• Support clients through go-live and the immediate post-launch period, providing hypercare troubleshooting, answering first-line questions, and escalating technical issues with clear documentation to the right teams.
• Maintain implementation checklists, configuration records, meeting notes, and training logs, and contribute to the knowledge base so recurring issues are solved faster.
• Track support tickets to completion, keeping response times short and ensuring each client feels heard and supported at every stage.

Requirements & Qualifications

• Bachelor’s degree in Human Resources, Information Systems, Business, IT, or a closely related field; a strong practical track record in a comparable role can substitute for the degree.
• 2–3 years of hands-on experience in software implementation, HRIS or ERP deployment, HR administration, customer success, onboarding, project coordination, or business analysis.
• Demonstrated ability to configure a system to meet diverse client requirements and to handle sensitive client data with accuracy and care.
• Excellent communication and stakeholder management skills, with comfort leading meetings and training sessions for clients at different technical levels.
• Strong problem-solving mindset: you can troubleshoot basic product issues, document them clearly, and know when to escalate.
• Highly organised, able to juggle multiple implementation projects simultaneously while meeting deadlines and maintaining attention to detail.
• A project management certification (PMP, PRINCE2, CAPM, or Google Project Management) or an HR certification is an advantage; exposure to a SaaS or technology environment is also a plus.
• Candidates from HR or operations backgrounds who are technically comfortable and motivated to move into implementation work are welcome to apply.