Implementation Consultant

Employment Type: Full-time

Position Overview

We are seeking an experienced Implementation Consultant with 5+ years of software implementation and consulting experience. The ideal candidate will have a proven track record of owning complex projects, guiding customers through multi-stakeholder rollouts, and thriving in fast-paced, high-growth environments. You will be instrumental in shaping how customers adopt and scale modern, cloud-based SaaS solutions, acting as a strong cross-functional partner and a 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 leading or supporting multiple concurrent SaaS implementations.
• Worked in a client-facing role within mortgage tech or financial services.
• Configured at least one part of a SaaS product (e.g., rules engine, user roles, integrations, or workflows).
• Led customers through process design or re-engineering as part of technical transformation projects; familiar with change management concepts.
• Understands the loan origination workflow and familiar with loan programs, products, and investors.

Preferred Qualifications

• Project Management and Change Management skills.
• Successfully ramped on a new system or domain within 30–60 days.
• 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, and we consider the people of Polly the engine helping us achieve success. Many candidates choose Polly because of the collaborative, smart, and fun people that work here. We strive to hire the best to continue to raise that bar, and <5% of those that enter the interview process are presented with an offer.
• Disruptive Mission: Mortgage capital markets is historically an under-innovated space; Polly is committed to changing that. Our purpose-built platform has reimagined and reinvented the way that our lender customers operate. We are seeking passionate and driven builders who are not interested in accepting the status quo.
• Individual Impact & Growth: Every day, the Polly team doesn’t just work—they contribute to our overarching mission. Individual impact is highly visible and everyone’s voice matters. You will have exposure to every level of leadership, cross-functional teams, and impactful projects, giving you a unique opportunity to build and hone your skills.
• Hybrid Work Environment: We offer a hybrid work model.