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About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Learn more at responsive.io

About the Role

As a Senior Implementation Consultant at Responsive, you are a trusted delivery and advisory leader responsible for owning the successful end-to-end implementation of the Responsive platform for complex, multi-region enterprise customers. You serve as the primary point of accountability for customer adoption, predictable delivery, and accelerated time-to-value, while establishing a strong foundation for long-term customer success.

This role requires deep experience in SaaS implementations, strong executive-level customer leadership, and the ability to operate effectively across geographies, cultures, and time zones. You are expected to apply judgment, influence, and experience to balance speed, quality, and outcomes, while contributing to the evolution of Responsive’s AI-enabled delivery model.

Essential Responsibilities

Customer Engagement & Delivery Ownership

  • Own end-to-end implementations for complex, multi-region enterprise customers from kickoff through handoff to Customer Success

  • Serve as the primary delivery owner and strategic advisor, aligning customer business goals to implementation strategies and verifiable outcomes

  • Deliver high-impact and use-case specific training tailored to customer workflows

  • Configure and deploy the Responsive platform for complex use cases, including hands-on RFx execution and advanced workflows

  • Guide customers on best practices for using AI capabilities to drive efficiency, adoption, and measurable outcomes

  • Build trusted relationships with executive and regional stakeholders; set clear expectations and drive cross-functional alignment

Program Governance & Execution

  • Design and manage detailed project plans, overseeing scope, milestones, dependencies, risk, and change control through structured governance

  • Use Rocketlane (PSA tool) to manage delivery workflows, timelines, automation, and collaboration with strong visibility and predictability

  • Proactively identify and resolve delivery risks, escalating when needed to ensure high-quality outcomes

  • Partner closely with Product, Engineering, Support, Sales, and Customer Success to resolve blockers and ensure seamless handoffs

  • Contribute to scalable implementation frameworks, templates, and playbooks

  • Consistently meet individual goals and KPIs, including billable and productive utilization, customer satisfaction, engagement duration, and other performance metrics defined by leadership

AI-Enabled Delivery & Continuous Improvement

  • Leverage AI capabilities to accelerate discovery, refine requirements, and customize deliverables for customer needs

  • Use AI-assisted project management, documentation, and analysis to increase delivery velocity, accuracy, and transparency

  • Translate customer feedback into actionable improvements across delivery methodology, training, and adoption

  • Identify expansion and services opportunities in partnership with Sales and Customer Success

  • Advise customers on process optimization and operating-model evolution using AI-enabled capabilities

Practice Leadership & Scale

  • Demonstrate strong executive presence with senior customer and internal stakeholders

  • Influence delivery strategy, services packaging, and operational improvements to support scale and consistency across the team

  • Support PS leadership with reporting and quality assurance across the implementation portfolio as required

  • Act as a mentor and escalation point for consultants, providing guidance on delivery execution and customer management

 

Education

Bachelor's degree in a related field.

Experience

  • 5+ years of experience in SaaS implementations, onboarding, customer success, or project management in client-facing roles

  • Proven experience owning delivery quality, adoption, and customer satisfaction across multiple concurrent projects

  • Experience with Strategic Response Management solutions (Responsive strongly preferred) 

Knowledge, Ability & Skills

  • Demonstrated success delivering implementations for multi-region or global customers

  • Strong project management capability, including timeline, scope, risk, and stakeholder management

  • Experience driving faster time-to-value through delivery optimization, automation, and AI-assisted workflows

  • Exceptional written and verbal communication skills, with experience influencing stakeholders at all levels

  • Strong organizational and time management skills, with a passion for operational excellence and continuous improvement

  • Experience operating in fast-paced, high-growth technology environments

  • Demonstrated ability to train and onboard customers to enterprise platforms

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