About the Role:
We are looking for an Implementation & Customer Success Specialist to lead new client deployments and manage ongoing relationships for our platform. Our platform manages accommodation and transportation for workforces in the mining, energy, and construction sectors.
This role combines implementation, client onboarding, and ongoing customer success. You will work directly with client stakeholders coordinating people logistics, accommodation, finance, and IT to configure the system, train users, and ensure long-term adoption.
This role includes international travel (approximately 15% to 30%) for on-site implementations, typically 2 to 4 trips per year ranging from 5 to 14 days.
Why This Role Stands Out:
- Own implementations end-to-end, from kickoff through go-live and beyond.
- Work hands-on inside the product, not just managing timelines.
- Partner with clients solving real operational challenges (not just software questions).
- Gain exposure to complex workflows: accommodation, transportation, rostering, logistics.
- Collaborate closely with engineering on integrations and system behavior.
- Join a lean, high-impact team with real ownership and autonomy.
- Build a strong foundation for growth into senior implementation, customer success, or operational leadership roles.
What You'll Be Doing:
You'll sit at the intersection of client operations, product configuration, and customer success, leading implementations and supporting clients through their full lifecycle.
On any given day, you might:
- Lead client kickoffs and guide requirements, timelines, and deliverables.
- Run structured discovery sessions to understand operational workflows.
- Configure system environments (sites, rooms, transport resources, users, permissions, workflows).
- Coordinate with engineering on custom development for clients, integrations, data setup, and other technical requirements.
- Support user acceptance testing (UAT) for client deployments and prepare clients for go-live.
- Deliver training sessions to client teams across different functions.
- Manage ongoing client relationships (including upsells), check-ins, and system enhancements.
- Troubleshoot issues, determining whether they are configuration, data, or system-related.
- Diagnose whether a client issue is a bug, a misconfiguration, a data problem, or intended system behavior for that client's setup.
- Navigate scope and timeline trade-offs when engineering capacity is shared across multiple active implementations.
- Recognize when client frustration stems from a training gap versus a product gap versus a delivery gap, and address the right one.
During quieter periods, you'll improve training materials, refine implementation processes, and contribute to internal playbooks and documentation.
What We're Looking For:
- 3+ years of experience in either:
- Implementation / Customer Success / Onboarding within a B2B SaaS environment, OR.
- Operations within mining, oil and gas, construction, or large-scale remote project operations.
- Experience managing client-facing implementations or complex projects.
- Hands-on experience configuring software systems or managing complex operational workflows.
- Ability to translate business/operational needs into system configurations.
- Strong problem-solving skills across workflows, data, and system behavior.
- Strong English communication skills. You'll work directly with clients.
- Ability to manage multiple clients and priorities simultaneously.
- A proactive, ownership-oriented mindset.
Highly Preferred (Strong Advantage):
Direct experience with FIFO / BIBO / DIDO / camp operations, including:
- Accommodation / bed management.
- Workforce rostering and shift rotations.
- Transportation coordination (charter flights, buses, manifest management).
- Irregular operations (IROPS) management: no-shows, go-shows, inclement weather, flight diversions, mechanical issues, aircraft swaps, rebooking, and re-accommodation of passengers.
- Housekeeping workflows.
- Check-in/check-out or kiosk systems.
- Night audit or daily reconciliation processes.
Candidates with this background will ramp significantly faster and are strongly prioritized.
Nice to Have:
- Background in mining, energy, or large-scale remote project operations.
- Familiarity with SQL or databases (flexible here but of interest).
- Experience with integrations (SSO, HRIS, payments).
- Experience building training materials or working with LMS platforms.
- Spanish and/or French language skills.
- Experience working in distributed, remote teams.
