Implementation Specialist

Implementation Specialist
Location

Tauranga, Bay of Plenty

Position Type

Permanent – Full Time

Reporting To

Professional Services Team Lead

Radfords is a leading provider of innovative supply chain software solutions, helping businesses streamline operations and achieve efficiency across complex environments. Our team is passionate about delivering exceptional results and driving continuous improvement for our clients.

Role Overview

As an Implementation Specialist at Radfords, you will play a key role in bridging the gap between client requirements and successful software delivery. You will manage end-to-end implementation projects, acting as the primary point of contact for customers, coordinating timelines, and ensuring smooth onboarding and adoption of our solutions. This role combines project management, business analysis, technical configuration, training, and continuous improvement to deliver exceptional customer experiences.

Key Responsibilities
Project Coordination & Client Engagement

• Serve as the main customer contact throughout the implementation process.
• Guide customers through a structured onboarding journey with clear milestones and deliverables.
• Manage multiple projects simultaneously, tracking timelines, risks, and dependencies to ensure on-time delivery.
• Communicate proactively with customers regarding progress, risks, and next steps.
• Build trust and rapport by providing guidance, expertise, and responsive support.

Business Analysis & Documentation

• Gather, analyze, and document client requirements to support delivery of supply chain solutions.
• Conduct stakeholder interviews and present findings to ensure clarity and alignment.
• Prepare detailed specifications using Radfords' BA Scope Template for development and testing teams.
• Maintain accurate documentation of workflows, configurations, and decisions for future reference.
• Contribute updates to internal onboarding playbooks and best-practice guides.

Technical Setup & Quality Assurance

• Configure initial product setup, including master data and business processes based on client requirements.
• Conduct testing to validate system setup, integrations, workflows, and data accuracy prior to go-live.
• Develop and monitor user acceptance test plans and sign-off processes.
• Report defects or inconsistencies and collaborate with technical teams to resolve issues promptly.

Training & Adoption

• Deliver structured training sessions to ensure strong system adoption and successful go-live.
• Provide hands-on support during go-live; troubleshoot and assist users as they transition to new systems.
• Gather customer feedback throughout implementation to ensure the process meets expectations.
• Migrate customers post go-live to our Support team for "business as usual" support.

Continuous Improvement

• Monitor implementation performance metrics and identify opportunities to enhance processes.
• Recommend improvements to training materials, workflows, and client communications.
• Stay updated on product enhancements and incorporate new features into implementation practices.

Essential Skills & Attributes

• Strong written and verbal communication skills.
• Excellent analytical and critical thinking abilities.
• Previous experience in project coordination, onboarding, or business analysis.
• Ability to work effectively with diverse stakeholders and remain calm under pressure.
• Familiarity with AI-powered productivity tools such as Microsoft Copilot, Jira Rovo, and similar platforms is an advantage. Training will be provided, and a willingness to learn and adopt these tools is essential.
• Ability to present confidently to large groups.
• Demonstrates initiative and adaptability, with a strong collaborative mindset.
• Experience in the horticulture industry is a bonus.
• Knowledge of retail EDI interfaces for larger clients is an advantage but not essential.

Technical & Methodology Requirements

• Familiarity with Agile frameworks (Scrum, Kanban) and iterative delivery practices.
• Experience with Jira for backlog management and workflow tracking is an advantage, but not essential.
• Ability to leverage AI-powered tools for documentation, analysis, and process optimization.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or related field.
• Minimum of 2 years of experience in project coordination, onboarding, or a related role, preferably in a professional services or consulting environment.

Travel Requirements

• Occasional travel for customer projects (New Zealand, Australia, USA).
• Travel required a few times per year based on project needs.
• Flexibility and a valid passport are essential.

Benefits

• Competitive salary and performance-based incentives.
• Opportunities for professional development and career growth.
• Collaborative and supportive work environment.
• Flexible working arrangements:
• Mandatory office days: Monday and Friday.
• Work-from-home options: Tuesday, Wednesday, Thursday.

How to Apply

Interested candidates should submit their resume and a cover letter detailing their qualifications and experience via Seek before January 31st, 2026. Applications will be reviewed on a rolling basis, with interviews scheduled to begin in early 2026.

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