About the role

Implementation Consultant configuring Gatekeeper’s AI-powered contract and third-party risk platform for Vancouver customers. Guiding SaaS implementations, adoption, technical support, renewals, and expansion opportunities.

Responsibilities

Partner with the Senior Solutions Engineer and Account Director to manage a portfolio of established customers as their key technical point of contact
Own the full customer journey from implementation to long-term success and ensure phased implementation metrics are met and adopted
Manage configuration requests, workflow configuration updates, user permissions, and data updates
Translate customer business processes into efficient Gatekeeper workflows
Provide first-line technical support, troubleshoot issues, and collaborate with the wider Gatekeeper team on resolutions
Build relationships with customers to understand business processes, strategic goals, and usage requirements
Champion customer needs and suggest Gatekeeper functionality enhancements
Monitor customer health and usage, identify optimization opportunities, and raise engagement or usage risks
Track success metrics such as Time to First Value
Document customer configurations and key interactions
Identify expansion opportunities and pass leads to the relevant Account Director
Support renewals by preparing data for strategic business reviews, demonstrating platform value, and highlighting engagement
Stay current with product releases, best practices, and AI advancements

3+ years of experience in a customer-facing technical role supporting SaaS implementations
Passion for helping customers succeed and interest in SaaS customer success models
Experience achieving implementation milestones, driving Time to First Value, and delivering success criteria
Analytical mindset and ability to learn new software
Experience with configuration management, data mapping, and data migration
Genuine interest in AI advancements and commitment to learning how to leverage AI tools
Problem-solving ability and exceptional attention to detail
Organization and experience supporting technical projects, tracking time, reporting progress, and identifying risks
Clear and professional verbal, video, and written communication skills
Comfort with customer-facing interactions and documenting business processes
Interest in building a career in customer value and learning from a senior team member
Ability to thrive in a fast-paced, collaborative environment
Experience with Vendor Management or Contract Lifecycle Management platforms (nice to have)

100% remote working: no offices and no commute
Generous paid vacation allowance
Private Medical & Dental cover
GRSP Matching
Employee Assistance Program
Learning & Development opportunities for lifelong learners
Technology: we provide everything you need to do your best work
Gatekeeper for Good: Match funding to support non-profit organisations in your local community
Gatekeeper retreats
National and international travel opportunities associated with the role