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Implementation Consultant & Customer Trainer, APAC

Melbourne, Victoria, AUS

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft. 

The Implementation Services team within Professional Services plays an integral role at Lucid Software, setting up each of our customers for long-term success. Each Implementation Consultant and Customer Trainer (“IC”) impacts the business by providing the foundation our customers need to use and adopt our suite of products most effectively. 

Responsibilities:

  • Provide a best-in-class onboarding experience for Lucid customers of every segment and size
  • Develop an understanding of your customers’ business objectives and success criteria, as well as a strategy for supporting the customer in achieving those objectives through successful implementation of the Lucid suite of products
  • Drive alignment with stakeholders inside customer organizations to deliver a variety of customized, professional service offerings on time and under budget 
  • Act as the project lead on customer engagements, aligning early with prospective customers, account teams, and post-sale partners in order to appropriately scope projects and set correct expectations
  • Serve as a subject matter expert, assisting customers with effective and necessary change management, account configuration, training, etc.
  • Develop and implement proven change management strategies to help customers adapt to new processes and systems
  • Coordinate and collaborate closely with Lucid technical and solutions consultants, as necessary, for delivery of customized solutions, integration setup, other technical configurations, etc.
  • Drive successful user adoption of Lucid’s products through the facilitation and delivery of engaging, instructor-led end user training
  • Required work in office on Tuesdays and Thursdays to more effectively collaborate with other colleagues in the Revenue Organization

Requirements:

  • Bachelor's degree (or equivalent education) with strong academic performance
  • 3-5 years of experience in an implementation consulting, in-depth SaaS training and education, or consultative services role
  • Strong history of project management expertise - certifications (e.g. CAPM, PMP, etc.) a strong plus
  • Experience in, and passionate about, building relationships with internal and external stakeholders
  • Outstanding organizational and task management skills, managing a varied set of responsibilities with strong attention to detail 
  • Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users
  • Strong aptitude and passion to become a subject matter expert on the Lucid suite of products and our partner integrations
  • Willingness and ability to work an adjusted schedule (i.e. 6:00 am - 2:00 pm AEDT) to maximize overlap with home office in North America

Preferred Qualifications:

  • Previous experience working in SaaS, or a large enterprise business, even if in a non-consulting position
  • Empathy and a demonstrated passion for problem-solving
  • Proven ability to thrive in a fast paced, high-volume, and/or start-up-type environment
  • Proven ability to drive complex projects to completion
  • Bias towards finding solutions vs. shutting down ideas

 

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