Implementation Consultant – Maintenance Specialty

About the position At Helm Operations, we build the software that keeps the world’s maritime operations moving. From tugboats in Vancouver Harbour to offshore service vessels in the North Sea, crews rely on Helm CONNECT every day, and we don’t take that lightly. We’ve grown from a small start-up on Canada’s west coast into a global leader in maritime software by doing things differently: caring deeply about our customers, taking ownership, and building solutions that actually work in the real world. That’s The Helm Way. Job Description: We’re looking for an Implementation Consultant – Maintenance to join our Professional Services team Your primary responsibilities include coordinating and facilitating the implementation of our Helm CONNECT software solution. Additional responsibilities include delivering high-quality customer service through extensive software troubleshooting via telephone and screen-sharing, providing technical leadership, training, complex problem resolution, and collaborating with other departments and clients to successfully achieve the implementation objectives. As an Implementation consultant, you will also be expected to provide consultation and best practices to our customers, helping them to improve and grow operational performance. In this position you will join a small but growing team to learn new skills, technologies, products and processes, and share this knowledge for the betterment of the team.

Responsibilities

• Work with Helm project managers to develop implementation plans.
• Perform project implementation tasks as defined in either the project schedule or per a packaged implementation approach, ensuring that all project deliverables have been completed with quality, and the customer is satisfied with the outcome.
• Clearly understand and document requirements and design solutions to be achieved through configuration of the Helm products.
• Configure systems and data to satisfy the client’s business processes.
• Conduct formal training for our clients and business partners.
• Discover additional product or training needs our customers may have.
• Capture and clearly communicate requirements for custom development requests.
• Record each contact with our customers accurately and in a clear, concise, and understandable format.
• Expected to become an expert in our industry verticals and possess the ability to consult with our customers to improve their processes and their business performance.
• Provide outstanding product support for our customers and business partners.
• Keep the Helm team up-to-date on project status, challenges, risks and opportunities.
• Enter all billable and non-billable time accurately on a daily basis.
• Document any files, materials, FAQ’s Help Files etc, and ensure they are formatted with Helm’s brand standards.
• Perform quality assurance (QA) related to requirements identified during solution design.

Requirements

• Must have software configuration and related technical skills.
• The ability to troubleshoot complex technical issues and to identify problems and suggest solutions in a logical, user-friendly manner.
• Willingness and availability to travel up to 50% of the time.
• Must speak English at a native level.
• Strong interpersonal skills: you are able to handle challenging situations with composure, professionalism, and courtesy.
• Strong task management skills – able to manage multiple shifting priorities at any given time
• Proven proficiency with MS Suite (Word, Excel, Outlook, and PowerPoint).
• Proficiency leveraging AI to increase accuracy and efficiency
• University Degree or College Accreditation required

Nice-to-haves

• Project Management training through PMI is an asset but not required

Benefits

• Remote-first flexibility (US-based)
• $95,000 USD + annual performance bonus
• Company-paid health, dental, and vision benefits from day one
• Paid vacation + 5 floater days + birthday day off
• Employee Stock Purchase Plan (after 6 months)
• Professional development through Helm’s learning programs and development journeys
• A supportive, inclusive, and collaborative culture where great ideas are encouraged and acted on

Apply tot his job Apply To this Job