Senior Implementation Specialist

About impress

At impress, our mission is to make accurate hiring easier. We combine I/O Psychology with AI to create application screening processes that allow each and every candidate to undergo a structured interview. While candidates benefit from the enhanced experience, recruiters benefit from the AI-assisted evaluation launched in our impress screening tools. Each pre-interview platform is designed to simplify the hiring process for employers and make better hiring decisions at scale. Our platform ensures recruiters can screen candidates effectively, identify top talent efficiently, and make more confident hiring decisions with less bias.

The Role

At impress.ai, we don’t simply onboard customers, we build the foundation for long-term partnerships. Our clients include some of Southeast Asia’s largest banks, government organisations, and enterprises with highly customised hiring processes.

As we continue our global expansion, we’re looking for a Senior Client Implementation Specialist who can confidently navigate complex enterprise implementations, manage multiple stakeholders, and ensure every customer goes live successfully. This is a role for someone who enjoys solving problems, working closely with demanding clients, and delivering seamless implementations in a fast-paced SaaS environment.

The Challenge

Enterprise implementations are rarely straightforward. Every client has unique business processes, integrations, compliance requirements, and multiple stakeholders involved in decision-making.

Your mission will be to:

Own Complex Implementations

Lead end-to-end onboarding for enterprise customers, ensuring successful implementation from project kickoff through Go-Live.

Navigate Long Implementation Cycles

Manage onboarding projects that span several weeks or months while maintaining momentum, stakeholder engagement, and project governance.

Become the Trusted Advisor

Build credibility with enterprise stakeholders by understanding their recruitment processes, advising on best practices, and providing implementation guidance throughout the journey.

Deliver Operational Excellence

Coordinate across Product, Engineering, Customer Success, Support, and Client stakeholders to ensure projects remain on track despite changing priorities.

Who You Are (Requirements)

The Must-Haves

• 5–10 years of experience in client onboarding, implementation, professional services, customer success, or project management within the B2B SaaS or technology industry.
• Proven experience managing enterprise customers with multiple stakeholders.
• Experience handling complex implementation projects with long onboarding cycles.
• Strong understanding of project management methodologies and implementation best practices.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects simultaneously while meeting deadlines.
• Experience working cross-functionally with Product, Engineering, Customer Success, and Sales teams.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Comfortable working in a fast-paced startup environment with evolving priorities.

The Nice-to-Haves

• Experience implementing HRTech, Recruitment Technology, ATS, or Enterprise SaaS platforms.
• Exposure to API integrations, SSO, or enterprise system integrations.
• Experience working with banks, government organizations, or large enterprises.
• Familiarity with project management tools such as Jira, Asana, Monday.com, or ClickUp.
• Experience working with global customers across multiple geographies.

Responsibilities

1. Enterprise Implementation & Client Onboarding

• Own end-to-end onboarding and implementation of enterprise SaaS customers, ensuring a seamless transition from project kickoff through successful Go-Live.
• Conduct discovery and requirements-gathering workshops to understand client business processes, recruitment workflows, success criteria, integrations, and compliance requirements.
• Configure the impress.ai platform, workflows, templates, and business rules based on customer requirements and implementation best practices.
• Develop implementation plans, define project milestones, and drive timely execution throughout complex onboarding cycles.
• Coordinate User Acceptance Testing (UAT), administrator and end-user training sessions, and Go-Live activities to ensure customer readiness.
• Own and execute the launch strategy, implementation plan, and Go-Live process for each customer.
• Ensure a structured and seamless handover to the Customer Success team following successful implementation.

2. Project & Stakeholder Management

• Manage multiple enterprise implementation projects simultaneously while maintaining quality, timelines, and customer satisfaction.
• Collaborate closely with Customer Success, Account Management, Product, Engineering, Operations, and Support teams throughout the implementation lifecycle.
• Build trusted relationships with enterprise stakeholders and act as the primary point of contact during onboarding.
• Proactively identify project risks, dependencies, scope changes, and blockers, driving timely resolution through cross-functional collaboration.
• Maintain regular communication with customers through status meetings, progress updates, and executive-level reporting where required.
• Develop and maintain comprehensive implementation documentation, including business requirement specifications, meeting minutes, configuration documents, project plans, and decision logs.

3. Customer Success During Implementation

• Understand customers’ business objectives and recommend implementation best practices that maximize platform adoption and business value.
• Manage customer expectations and change requests while balancing implementation timelines and project scope.
• Deliver a high-quality onboarding experience that builds customer confidence, strengthens relationships, and drives long-term success.
• Partner with internal teams to resolve implementation challenges and ensure a smooth customer experience throughout the onboarding journey.

4. Process Improvement

• Identify opportunities to improve onboarding methodologies, implementation processes, and customer experience.
• Develop and maintain reusable onboarding playbooks, implementation templates, training materials, and customer documentation that can be customized for different customer requirements.
• Provide implementation feedback and customer insights to Product teams to influence future product enhancements.
• Continuously improve implementation efficiency and scalability without compromising customer experience.

You Bring to the Table

• The Implementation Specialist: You have experience implementing SaaS products and understand that successful onboarding requires far more than configuring software.
• The Enterprise Partner: You’re comfortable interacting with HR leaders, Talent Acquisition teams, IT teams, and business stakeholders from large organizations. You communicate confidently with clients while balancing internal priorities.
• The Problem Solver: Every implementation presents new challenges. You enjoy understanding business problems, identifying solutions, and driving projects forward.
• The Relationship Builder: You understand that implementation is the first major customer experience. You build trust through responsiveness, ownership, and attention to detail.

Our Benefits

Our Benefits

Drive Customer Success: Lead enterprise implementations that help some of the world’s leading organizations transform their hiring with AI-powered recruitment solutions.

End-to-End Ownership: Own the implementation journey from project kickoff to successful go-live, working closely with customers and cross-functional teams to deliver measurable outcomes.

Continuous Learning: Work with cutting-edge technologies like Artificial Intelligence, Machine Learning, and enterprise SaaS while learning from experienced professionals. As a fast-growing international SaaS startup, we host regular brown-bag sessions and knowledge-sharing initiatives.

Growth Environment: Thrive in a workplace that empowers you to take ownership, solve complex challenges, and grow into a trusted implementation and customer success leader.

Global Exposure: Collaborate with enterprise customers and colleagues across multiple regions, gaining experience in delivering large-scale, global SaaS implementations.