Customer Implementation Consultant - SMARTLY

Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help them to use the power of tech to innovate and grow. 

A bit about Smartly, a Datacom company

We’re known as the simple way to sort your payroll for over 20,000 Kiwi businesses. Smartly is a leading provider of software solutions for businesses across various industries. We help our customers to streamline their processes, improve their performance and achieve their goals. We are looking for a Customer Relationship Manager to join our team and manage the implementation of our software solutions for new customers.

What We’re Looking For

Are you a customer service professional with a passion for delivering exceptional solutions to your clients? Do you have experience in managing customer relationships and implementing software solutions for small and medium-sized businesses? Do you have a proactive, consultative, and problem-solving approach to service delivery? If so, we want to hear from you!

What Does the Job Involve?

As an Implementation Consultant, you will be responsible for managing customer relationships with new Smartly customers from the point of sale to being fully integrated with their destination product and service suite. You will be responsible for high volume customer contact, ensuring all clients are proactively contacted at the right time, through the right communication medium, to maximise conversion. You will assist customers to self-serve their implementations, guiding them through configuring their product solution, troubleshooting roadblocks, and providing compliance oversight to ensure they realise the quickest possible time to value. You will also be responsible for implementing adjacent products for existing customers, ensuring they are able to take full advantage of the Smartly ecosystem.

You will identify and execute on opportunities for upsell and cross-sell during implementation, working with sales to maximise revenue on new accounts. You will be the conduit between the customer and our L&D, Professional Services, Sales, Partner Success, Key Accounts, Managed Services & Customer Support Teams to ensure delivery on customer requirements.

About the Role:
This role is critical in ensuring a smooth customer onboarding journey managing businesses payroll implementations.

 Key Responsibilities:

• Own the end-to-end customer onboarding and relationship management experience
• Act as the key liaison between customers and internal teams (Sales, Training, Support)
• Manage multiple customer implementations with strong attention to detail and deadlines
• Build and maintain strong customer relationships that lead to retention and upsell opportunities
• Provide feedback to improve onboarding and customer success processes

 Skills & Experience:

• Strong background in customer relationship/account management
• Excellent communication and problem-solving skills
• Ability to manage multiple projects simultaneously
• Familiarity with SaaS, payroll, or software implementation is an advantage
• Proactive, adaptable, and comfortable working in a fast-paced environment

 What We Offer:

• Competitive salary with commission structure
• Career development and growth opportunities
• Collaborative, supportive team environment
• The chance to make a real difference to NZ businesses through Smartly
• Flexible working arrangement

What You'll Get:

• An attractive salary & commission scheme.
• Flexible working with working from home available.
• Conveniently located right next to the Lower Hutt shopping mall.
• Awesome company-wide culture – we love a massive morning tea, an epic work party, and the random rolling lunch.
• We’re also truly passionate about our people and seeing them thrive.