Software Implementation Consultant

About Wave Nine

Every day, we enable the best organizations in the world to run more effectively with OKRs, all while bringing purpose to employees, and results to companies. Our OKR implementations are company-wide endeavors. With our hands-on approach to consulting, workshops, training, and OKR software rollouts, we know how to create impactful OKR operating rhythms that drive organizational transparency, alignment, and accountability. We are more than just consultants, we are active builders and implementers who stand by our clients every step of the way!

As a key partner of WorkBoard, we leverage its powerful OKR management platform to help organizations align teams, execute their strategy, and accelerate business outcomes.

Your role

We're looking for a Software Implementation Consultant who owns the full customer journey, from sales handoff to renewal and expansion. You'll make sure clients run their strategy execution and OKR process on the platform in a way that solves their actual business case: more alignment, transparency, and accountability, and less manual overhead and reporting cost.

You'll manage the implementation end to end. That means kick-off calls with the sales team, weekly project management calls with client teams, and quarterly reviews with the executive buyer. Your goal throughout is retention, expansion, and cross-sell.

Key Responsibilities

• Own end-to-end implementation for an assigned book of accounts, from sales kick-off through go-live and into ongoing account management
• Lead kick-off calls with the sales team and client stakeholders and turn the sales narrative into a concrete implementation plan
• Run weekly project management calls with client teams to track milestones, adoption, and blockers, and keep the implementation on schedule
• Configure the OKR software platform and lead live training sessions so it reflects each client's actual strategy execution process (training and certification provided)
• Prepare and together with management lead quarterly business reviews with the executive buyer, present adoption data and business outcomes, and align on a roadmap for continued value
• Check whether each client's usage is actually delivering on their business case, alignment, transparency, accountability, reduced manual reporting, and course-correct when it isn't
• Spot and act on expansion, renewal, and cross-sell opportunities for additional WorkBoard modules and Wave Nine services, working with sales to close them
• Use platform analytics to flag accounts at risk or ripe for expansion before issues surface
• Partner with the technical support team on escalations and take ownership of getting issues resolved
• Apply Wave Nine's existing implementation playbooks and best practices, and document new lessons to improve them
• Get clients trained and certified on the platform so they build internal champions who can run the OKR process without heavy ongoing hand-holding

What You Will Need

• Strong communicator, comfortable speaking on live video with clients
• A high degree of proactivity. You don’t accept “Can’t do” as an answer but will find a workaround that solves their problem
• Ability to communicate with different stakeholders, internal and external, to achieve a solution, not only close a ticket
• Comfortable working in US East Coast working hours
• At least 2-3 years of experience in the customer support industry
• Technical background preferred
• Experience in the B2B SaaS space is a plus

Why You Will Love Working with Us:

Join a dynamic, growth-focused team where your contributions actually shape the direction of the company. We offer competitive compensation, meaningful learning opportunities, and a supportive, collaborative culture, all with the flexibility of remote work.

Application Process

At Wave Nine, we believe hiring should be a two-way conversation, insightful, engaging, and enjoyable for both sides. We want to get to know you, and we also want you to get a real sense of who we are, what we care about, and how we work.

To apply, please send your resume and a short video introducing yourself. Applications without these will not be considered.