Implementation Consultant

At Helm Operations, we build the software that keeps the world’s maritime operations moving. From tugboats in Vancouver Harbour to offshore service vessels in the North Sea, our customers run their businesses with Helm CONNECT. And we don’t take that lightly.We’ve grown from a small start-up on Canada’s west coast into a global leader serving many of the world’s largest maritime companies. Our mission is simple: deliver software that connects the marine industry like no other technology company.But world-class software doesn’t happen by accident, it takes tough teams, ownership, and deep care for customers. That’s The Helm Way.Now, we’re looking for a dynamic and detail-oriented Implementation Consultant to join our innovative team.In this pivotal role, your primary responsibilities include coordinating and facilitating the implementation of our Helm CONNECT software solution in our new flagship customer, Boluda Towage.Responsibilities include delivering high-quality customer service through extensive software troubleshooting remotely and in person, providing technical leadership, training, complex problem resolution, and collaborating with other departments and clients to successfully achieve the implementation objectives.As a consultant, you will also be expected to provide consultation and best practices to our customers, helping them to improve and grow operational performance.For this project, we are hiring one native Italian speaker to deliver a complex project with Boluda/MSC’s Italy and Malta division. Candidates must also demonstrate business-level fluency in English.In this position you will join a growing team to learn new skills, technologies, products and processes, and share this knowledge for the betterment of the team.Your Responsibilities & Key TasksWork with Helm project managers to develop and execute implementation plans.Perform project implementation tasks as defined in either the project schedule or per a packaged implementation approach, ensuring that all project deliverables have been completed with quality, and the customer is satisfied with the outcome.Clearly understand and document requirements and design solutions to be achieved through configuration of the Helm products.Configure systems and data to satisfy the client’s business processes.Conduct formal training for our clients and business partners.Discover additional product or training needs our customers may have.Capture and clearly communicate requirements for custom development requests.Record each contact with our customers accurately and in a clear, concise, and understandable format.Become an expert in our industry verticals and possess the ability to consult with our customers to improve their processes and their business performance.Provide outstanding product support for our customers and business partners.Keep the Helm team up-to-date on project status, challenges, risks and opportunities.Enter all billable and non-billable time accurately on a daily basis.Document any files, materials, FAQ’s Help Files etc, and ensure they are formatted with Helm’s brand standards.Perform quality assurance (QA) related to requirements identified during solution design.Success FactorsBecome an expert on our customers in the workboat industry and their sub verticals as quickly as possible.Gain certification in all of our product lines in the first 3 months. (Maintenance, Compliance, Logistics, Personnel)Ramp up quickly with a large, complex customer, taking full ownership over the implementation within the first 3 months.Work to strict schedules and project milestones while maintaining quality of delivery of product or services.Highly organized and able to manage multiple projects and respond to shifting priorities.Aptitude to gather information, diagnose and analyze a variety of technical and non-technical issues.Maximize billable utilization percentage.Maintain a high level of customer satisfaction – metrics generated from customer satisfaction surveys.Achieve customer-defined success criteria in leading the customer to value as quickly as possible.Strive to outperform the quarterly and annual KPIs.Your QualificationsMust have 5+ years of implementation experience, deploying complex operational systems.The ability to troubleshoot complex technical issues and to identify problems and suggest solutions in a logical, user-friendly manner.Willingness and availability to travel up to 50% of the time.Must speak a combination of English and Italian, or English and French (or all three!) at a native level.Strong interpersonal skills: you are able to handle challenging situations with composure, professionalism, and courtesy.Strong task management skills – able to manage multiple shifting priorities at any given timeProven proficiency with MS Suite (Word, Excel, Outlook, and PowerPoint).Proficiency leveraging AI to increase accuracy and efficiencyProject Management training through PMI is an asset but not requiredUniversity Degree or College Accreditation requiredPackage & RemunerationCompetitive Salary: 65,000 to 75,000 EURO per annumThe role is remotePaid vacation, 7 floater days, and your birthday day off.Comprehensive benefits from day 1.Fitness reimbursement.Employee Stock Purchase Plan (after 6 months).Learning & professional development pathways available.Inclusive culture & remote-team events.* Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted. **As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations. **Research has shown that women & under-represented minorities read lists of requirements and consider themselves unqualified if they don’t meet every single one. This list represents what we are ideally looking for, but we encourage you to apply even if you don't meet everything 100%. Everyone has unique strengths & weaknesses, and we hire for strengths and potential. *Helm is proudly an Equal Opportunity Employer where everyone is welcome. Everyone brings a different personal story and perspective, and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.While we thank all candidates who apply, we will only contact candidates who meet the hiring manager’s requirements on their resume.