Client Success and Software Implementation Lead

Client Success and Software Implementation Lead

A consulting and technology services company serving clients across Jamaica and the Caribbean is seeking a Client Success and Software Implementation Lead to drive exceptional client experiences, successful software implementations, and long-term customer success. This role is ideal for a proactive professional who enjoys building strong client relationships, leading implementation projects, driving user adoption, and helping organizations maximize value from technology solutions.

About the Role

Reporting to the Chief Executive Officer, the successful candidate will serve as the primary relationship manager for software clients, overseeing implementation, onboarding, training coordination, user adoption, client engagement, retention, and renewal activities. The role focuses on ensuring clients achieve measurable value from software solutions while supporting business growth and client satisfaction.

Key Responsibilities

Client Success & Relationship Management

• Serve as the primary point of contact for assigned clients.
• Build and maintain strong relationships with executives, managers, and key stakeholders.
• Conduct regular client review meetings to assess needs, challenges, and opportunities.
• Develop client success plans to maximize software utilization and business outcomes.
• Monitor client satisfaction and coordinate the resolution of client concerns.

Software Implementation & Onboarding

• Lead software implementation projects from initiation through go-live.
• Coordinate system configuration, implementation schedules, training, and reporting activities.
• Monitor project milestones and ensure timely delivery.
• Facilitate smooth onboarding experiences for new clients.

Software Adoption & Value Realization

• Drive user adoption and effective utilization of software features.
• Analyze client usage patterns and recommend improvements.
• Support clients in integrating software into their business processes.
• Identify opportunities to enhance client outcomes through technology solutions.

Training & Capacity Building

• Coordinate and support client training programmes.
• Assess user competency levels and identify development needs.
• Facilitate refresher training sessions and user support activities.

Client Retention & Business Growth

• Monitor account health and identify clients at risk.
• Develop and implement retention strategies.
• Lead renewal discussions and support contract renewals.
• Identify opportunities for additional software licences, consulting services, training programmes, and solution enhancements.

Leadership & Team Development

• Supervise implementation, training, and support personnel.
• Establish service standards and client engagement protocols.
• Monitor team performance and service quality.
• Coach and mentor team members to strengthen customer service and client engagement capabilities.

Qualifications & Experience

• Bachelor's Degree in Business Administration, Management, Information Systems, Marketing, Strategic Management, Project Management, or a related discipline.
• Minimum of five (5) years' experience in client relationship management, account management, customer success, software implementation, consulting, project management, or a similar role.
• Proven experience working with senior executives and organizational leaders.
• Experience implementing enterprise software solutions would be an asset.
• Knowledge of strategic planning, performance management, Balanced Scorecard, KPI management, or organizational development would be an advantage.

Required Competencies

• Excellent client relationship and stakeholder management skills.
• Strong project management and organizational abilities.
• Outstanding communication, presentation, and facilitation skills.
• Ability to influence and build trust with clients and internal stakeholders.
• Strong problem-solving and analytical skills.
• Customer-focused mindset with a passion for delivering results.
• Ability to manage multiple projects and priorities simultaneously.
• Leadership, coaching, and team development capabilities.