United States onlyThe Implementation Consultant is a customer-facing role responsible for delivering the technical implementation of the Pathify platform and providing effective customer training. The position requires strong technical proficiency, excellent communication skills, and the ability to explain complex concepts in a clear and approachable way. This role supports customers through configuration, troubleshooting, and learning the platform, and includes periodic travel based on project needs.
Key Responsibilities
Technical Implementation:
- Lead customers through all technical setup and configuration tasks and ensure each item is completed accurately and on time
- Serve as the primary technical and training contact for customers and internal stakeholders throughout the implementation
- Configure and troubleshoot user provisioning and flat file configurations, SSO configurations such as SAML, LMS and SIS integrations, and API-based applications
- Review and interpret scripting and configuration languages such as JavaScript, JSON, HTML, and CSS to identify and resolve issues
- Perform thorough initial troubleshooting before escalating a technical concern and follow established procedures when escalation is required
- Travel to customer locations when in-person work is needed (generally less than 20%)
Training:
- Deliver clear and engaging training sessions for both technical and non-technical customer teams to help them become confident users of the Pathify platform
- Explain technical concepts such as the basics of Pathify’s middleware, how user provisioning is structured, and the wide variety of integrations commonly used in higher education
- Update training materials or implementation resources when assigned or when improvements are identified
- Adjust communication and teaching style based on the customer’s experience level and learning needs
- Provide best-practice recommendations by understanding the customer’s vision, goals, and intended student experience, and guide them toward approaches that strengthen platform adoption and engagement
General Responsibilities:
- Build positive, professional relationships with customers and represent the Implementation team with clarity and respect
- Work closely with the Project Manager to ensure aligned progress, shared updates, and accurate customer expectations
- Document technical configurations, task completion, and status updates to support continuity and long-term customer success
- Collaborate with Implementation, Support, Product, and other internal teams as needed to ensure a smooth customer experience
- Follow all internal operational guidelines and expectations
- Identify and communicate customer needs, risks, or recurring issues to the appropriate internal teams
- Perform other duties as needed to support customer success and Pathify’s goals
Skills, Knowledge and Expertise
Competencies:
- High technical proficiency with the ability to understand and navigate code structures, configurations, and troubleshooting workflows
- Strong ability to analyze technical problems, determine next steps, and take action independently before escalating
- Clear verbal and written communication skills, especially when explaining technical topics to customers
- Professional presence and confidence when engaging with customers in both remote and in-person settings
- Strong attention to detail when reviewing configurations, provisioning files, and integration settings
- Genuine commitment to customer success and comfort leading customer conversations
- Ability to quickly learn and master the Pathify platform and its integration patterns
- Interest in continuous learning and professional development
- Creative thinker capable of proposing practical, effective solutions
- Working knowledge of systems such as O365, Zoom, Student Information Systems including Ellucian, Oracle, Jenzabar, and Workday, SSO technologies such as SAML, LMS systems including Canvas, Moodle, Blackboard, and D2L
Education, Experience, and Requirements:
- Bachelor’s degree in a technical field such as Information Systems, Computer Science, or a related discipline, or equivalent practical experience
- Three to five years of experience in a technical, customer-facing implementation or consulting role
- Comfortable reading and working with XML, HTML, CSS, JavaScript, JSON, and SQL to support configuration and troubleshooting
- Skilled in configuring SAML SSO, implementing LMS/SIS or comparable integrations, managing user-provisioning processes, and working with API-driven connections
- Understanding of basic middleware concepts and how data flows between connected systems
- Experience working in higher education and/or startup environments is beneficial
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance
Australia only
