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, our customers run their businesses with Helm CONNECT. We’ve grown from a small start-up on Canada’s west coast into a global leader serving many of the world’s largest maritime companies. Our mission is simple: deliver software that connects the marine industry like no other technology company.
But world-class software doesn’t happen by accident, it takes tough teams, ownership, and deep care for customers. Now, we’re looking for a dynamic and detail-oriented Implementation Consultant to join our innovative team.
In this pivotal role, your primary responsibilities include coordinating and facilitating the implementation of our Helm CONNECT software solution in our new flagship customer, Boluda Towage.
Responsibilities include delivering high-quality customer service through extensive software troubleshooting remotely and in person, providing technical leadership, training, complex problem resolution, and collaborating with other departments and clients to successfully achieve the implementation objectives.
As a consultant, you will also be expected to provide consultation and best practices to our customers, helping them to improve and grow operational performance.
For this project, we are hiring one native Italian speaker to deliver a complex project with Boluda/MSC’s Italy and Malta division. Candidates must also demonstrate business-level fluency in English.
Work with Helm project managers to develop and execute 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.
Record each contact with our customers accurately and in a clear, concise, and understandable format.
Keep the Helm team up-to-date on project status, challenges, risks and opportunities.
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.
Work to strict schedules and project milestones while maintaining quality of delivery of product or services.
Highly organized and able to manage multiple projects and respond to shifting priorities.
Maintain a high level of customer satisfaction – metrics generated from customer satisfaction surveys.
Strive to outperform the quarterly and annual KPIs.
Willingness and availability to travel up to 50% of the time.
Must speak a combination of English and Italian, or English and French (or all three!) Strong task management skills – able to manage multiple shifting priorities at any given time
Proven proficiency with MS Suite (Word, Excel, Outlook, and PowerPoint).
Project Management training through PMI is an asset but not required
Package & Remuneration
The role is remote
Inclusive culture & remote-team events.
* As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations. *
* Research has shown that women & under-represented minorities read lists of requirements and consider themselves unqualified if they don’t meet every single one. This list represents what we are ideally looking for, but we encourage you to apply even if you don't meet everything 100%. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company.