Customer Implementation Consultant

We’re passionate about Rec Tech and love seeing our customers thrive. As an Implementation Technical Expert (as you'll be called here!), you’ll play a key role in helping recruitment agencies transform the way they work through successful onboarding, data migration and adoption of Firefish.

You’re more than a project manager: you’re a trusted advisor who understands how recruitment businesses operate and knows how to translate that understanding into meaningful improvements. You’ll take ownership of complex implementations, confidently guide customers through change and challenge existing ways of working to help them get the very best from their CRM.

Alongside delivering high-value customer projects, you’ll help shape the future of implementation at Firefish, developing smarter, more scalable onboarding approaches that balance an exceptional customer experience with operational efficiency.

You'll find this role exciting if:

• You love taking ownership of complex projects, navigating challenges and bringing people together to achieve successful outcomes. You're comfortable making decisions, managing risks and taking control when things don't go to plan.
• You're naturally consultative and enjoy getting under the skin of how businesses operate. You love challenging the status quo, sharing expertise and helping customers discover better ways of working, rather than simply showing them how to use a system.
• You're passionate about improving processes and finding smarter ways to work. You enjoy looking at the bigger picture, identifying opportunities to streamline and scale onboarding, and influencing how things are delivered across the business.
• You enjoy working with data and technology, particularly understanding how customer data is structured, how it should be mapped and migrated, and helping customers make informed decisions throughout the process.

We’ll be excited about you if:

• You have proven experience in SaaS implementation, customer onboarding or data migration, ideally within a recruitment technology environment. You understand recruitment workflows, the challenges agencies face and how technology can help them work smarter.
• You're an accomplished project leader, confident managing complex customer implementations, balancing competing priorities, identifying risks and keeping projects on track, even when faced with ambiguity or difficult situations.
• You're a confident communicator and influencer, comfortable building relationships with senior stakeholders, challenging existing processes and leading customers through change. You know how to have difficult conversations while maintaining trust and positive relationships.
• You're commercially and strategically minded, with experience improving processes, designing customer journeys or developing scalable ways of working. You can see beyond individual projects and identify opportunities to make a wider impact.
• You have strong technical understanding and attention to detail, particularly around CRM systems, data structures, data mapping and migration processes. You can translate technical information into clear, practical guidance for customers and internal teams.

We appreciate that to have a good life at work you need to have a good life outside of work too! So, for this role we offer:

• A basic salary of £41,000 - £50,000 per annum
• Remote-first working & flexible hours: adjust your schedule to fit around your out-of-work commitments (as long as you're available for our core hours!)
• 25 days holiday (plus 8 public holidays)
• Medical cashback for optical, dental, therapy treatments and consultations up to £1170 per year for you, and additional allowance for dependent children
• Private healthcare, GP service, healthclub discounts, retail discounts and cashback
• 24/7 mental health support line, face-to-face CBT sessions, and in-house mental health first aider
• Structured career development programmes and in-house coaches