Senior Customer Delivery Consultant

Who are we?

Humanforce's vision is to make work easier and life better for frontline and flexible workforces.
Humanforce provides the market-leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces-without compromise. Our employee-centered, intelligent, and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Payroll, and Wellbeing.

Humanforce has built strong foundations since its founding in 2002. We help over 2,300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child, and health care; education; hospitality; retail; local government, and more. Today, we have offices across Australia, New Zealand, the United Kingdom, North America, and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world's talent with the growth, productivity, and efficiency objectives of frontline and flexible workforces.

Who are you

As our Senior Implementation Consultant you will lead complex, strategic Humanforce software implementations, serving as a trusted advisor and an expert in delivering high-value customer outcomes. In collaboration with Services Managers, Project Managers, and the Professional Services team, this senior-level position ensures optimal customer success, oversees critical projects, and drives continuous improvement initiatives across the Customer Delivery function.

If you are a problem-solver, a strategic thinker, and have a passion for making a positive impact on businesses, we invite you to explore this exciting opportunity with Humanforce!

What you will do

Advanced Customer Engagement and Support:

1. Manage customer relationships throughout the entire project lifecycle, proactively identifying potential issues and ensuring swift resolutions.
2. Act as the key escalation point for pressing customer concerns and oversee intricate or multi-phased implementations.
3. Foster enduring partnerships with customers and play a pivotal role in cultivating strategic customer accounts by offering guidance on best practices and system optimisation.

Strategic Implementation and Configuration:

1. Conduct dynamic workshops to gather essential requirements and lead engaging decision-making sessions that help us identify and prioritise our customers' needs.
2. Tailor and enhance software solutions for large and complex projects, ensuring alignment with industry best practices and standards.
3. Work closely with both internal and external stakeholders (including IT and payroll) to ensure smooth integration and seamless data migrations.

Training, Mentorship and Knowledge Transfer:

1. Design and execute advanced, multi-format training sessions, tailored for senior customer stakeholders and end-users to ensure optimal system utilisation.
2. Mentor and support junior consultants, offering expert guidance and fostering skill development across the Professional Services team.
3. Identify opportunities for additional training and ongoing consulting, supporting customers in achieving maximum value from the Humanforce system.

Cross-Functional Collaboration and Innovation:

1. Partner with product, development, and sales teams to improve the overall implementation experience and provide expert feedback for product enhancements.
2. Serve as a Subject Matter Expert (SME) in specialised areas of the platform, leading complex troubleshooting and delivering creative, scalable solutions.
3. Support and drive high-level customer escalations, coordinating with cross-functional teams to resolve challenges and improve customer satisfaction.

Process Development and Continuous Improvement:

1. Lead the development and implementation of process improvements to streamline configuration and requirements-gathering efforts, ensuring efficiency and consistency.
2. Actively contribute to building and enhancing knowledge bases, documentation, and best practices to support team growth and service excellence.
3. Participate in strategic initiatives and project work within the department, using insights from customer engagements to shape Professional Services strategies.

What you'll need

1. Bachelor's degree in a relevant field (or equivalent experience).
2. 5+ years in workforce management consulting or a professional services environment, with experience in high-impact project management or customer delivery roles.
3. Deep familiarity with Payroll, Time and Attendance, and/or Point of Sale software; experience with CRM systems is advantageous.
4. Proficiency in delivering training in various formats and for multiple audiences (executive-level, technical, and operational teams).
5. Advanced technical knowledge of WFM, payroll, or CRM software; proficiency in MS SQL preferred.
6. Strong analytical skills in business analysis and process mapping, with demonstrated ability to manage high-stakes projects autonomously.
7. Proven stakeholder management skills with experience guiding decision-makers and leading cross-functional teams.
8. Excellent communication and problem-solving abilities; commitment to delivering tangible results.
9. Team Player attitude. Collaborative mindset and willingness to work with cross-functional teams.
10. Commitment to staying updated on industry trends and technologies.
11. Proactive problem solver with a growth mindset.

Our values

1. We are bold
2. We are all in
3. We are customer obsessed
4. We do what we say
5. We are good humans

Our approach to flexibility

We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms.

Benefits

1. A flexible working environment
2. The opportunity to be part of a fast-growing tech company
3. A focus on development with access to Go1
4. Paid parental leave and Quarterly Wellbeing Days
5. Employee talent referral scheme (know great people, be rewarded)
6. A fun and friendly culture working with passionate and talented people
7. A work environment where you can genuinely improve the world of work!

We are a diverse and dispersed organization and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.

We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant