Implementation Consultant

Employment Type: Full-time

Position Overview

Polly is seeking an experienced Implementation Consultant with 5+ years of software implementation and consulting experience. This role involves owning complex projects, guiding customers through multi-stakeholder rollouts, and thriving in fast-paced, high-growth environments. The ideal candidate is excited by the opportunity to shape customer adoption and scaling of modern, cloud-based SaaS solutions, acting as a strong cross-functional partner and trusted advisor to clients.

Responsibilities

• Own complex customer implementations from kickoff through go-live, leading delivery and execution across all stages of the onboarding lifecycle.
• Serve as a trusted advisor to customers, guiding them through platform capabilities, best practices, and strategic configurations aligned with their business needs.
• Independently manage multiple high-impact customer projects with competing timelines and stakeholders.
• Lead customer discovery sessions, synthesize findings, and design implementation plans tailored to each customer’s workflows and goals.
• Partner cross-functionally with Sales, Product, Engineering, and Customer Success to ensure a seamless customer onboarding experience.
• Identify and resolve roadblocks quickly, using data and insights to communicate risks, surface tradeoffs, and mitigate issues.
• Create and maintain implementation assets (templates, documentation, best practice guides) that support scalability.
• Mentor and support junior team members during onboarding and delivery efforts.

Requirements

• 5+ years of experience leading software implementations and managing enterprise or high-complexity customers.
• Expertise with project management tools and systems (e.g., Google Workspace, Jira, Confluence, project tracking software).
• Experience with mortgage software/system implementations.
• Comfort with technical systems and configuration; willing and able to quickly learn new tools and products.
• A passion for customer success, problem-solving, and proactive risk mitigation.
• Excellent communication skills across technical and non-technical audiences.
• Ability to influence stakeholders and guide customers through change.
• Experience using API tools (e.g., Postman, Swagger) to test, debug, or validate requests/responses.
• Experience with SaaS implementations that required API integrations (internal or customer-facing).
• Experience collaborating with customer dev teams to troubleshoot integration issues.

Preferred Qualifications

• Documented API workflows or contributed to integration guides/runbooks.
• Understanding of loan origination workflows and familiarity with mortgage data.
• Prior experience mentoring or coaching other implementation consultants.

Why Join Polly?

• High Bar of Talent: Polly consistently performs in the top quartile of start-up companies, with a focus on hiring the best talent to drive success. The collaborative, smart, and fun environment attracts top performers.
• Disruptive Mission: Polly is committed to innovating the historically under-innovated mortgage capital markets space with its purpose-built platform. We seek passionate individuals who are driven to challenge the status quo.
• Individual Impact & Growth: Every team member contributes directly to Polly's mission, with individual impact being highly visible. Employees have exposure to leadership, cross-functional teams, and impactful projects, fostering skill development.
• Hybrid Workplace with Innovation at the Core: Polly offers a hybrid work model, blending flexibility with in-person collaboration. Employees work on-site three days a week (Tuesdays, Wednesdays, and Thursdays) at their office.