Implementation Specialist

Client Delivery & Programme Management Champion

The Implementation Specialist is HugoHub’s primary client-facing programme owner — the single point of accountability for taking a client from signed contract through to a fully stabilised, live deployment. This is a client relationship and programme management role as much as it is a technical one.

Core Focus: Own the client relationship end-to-end — from inception through delivery and handover. Drive alignment across Solution Engineering, Engineering, Design, TPM, Product, Compliance, QA, and Customer Success to ensure every commitment is delivered on time, in scope, and to the quality the client expects.

Detailed Responsibilities

Client Discovery & Scoping

• Lead structured kickoff sessions with new clients to establish shared understanding of their business objectives, workflows, technical environment, integration dependencies, and success criteria.

• Facilitate requirement-gathering workshops bringing client stakeholders and internal HugoHub teams (Solution Engineering, Product, Design) into a single aligned conversation — translating client needs into actionable technical requirements.

• Drive all scoping discussions with precision — defining what is in scope, what is explicitly out of scope, and what carries risk of scope creep; document and get sign-off on all boundaries.

• Author and finalise the Statement of Work (SOW) in collaboration with Solution Engineering and the commercial team, defining phases, workstreams, milestones, and acceptance criteria. Flag compliance or regulatory requirements early, looping in the Compliance team before solutioning begins.

Project Planning

• Build detailed, milestone-driven programme plans covering all tasks, owners, dependencies, and timelines from discovery through go-live. Own the programme calendar: chair client cadence calls, internal sprint reviews with Engineering and QA, and cross-functional syncs with TPM and Product.

• Maintain real-time project tracking in Jira, ensuring tasks are clearly assigned, statuses are current, and blockers are visible to all teams. Proactively surface risks and dependencies before they become problems — escalating with context, options, and a recommended path forward.

• Produce structured weekly programme status reports for client leadership and internal stakeholders covering: RAG health, milestone progress, risks, decisions needed, and upcoming actions. Manage scope change requests formally — assessing impact and getting sign-off before absorbing any change.

Configuration & Deployment

• Coordinate end-to-end across Solution Engineering, Engineering, Design, TPM, Product, Compliance, QA, and Customer Success — ensuring all teams are aligned on scope, timelines, and client expectations at every phase.

• Work with Solution Engineers to translate client requirements into technical solution designs, reviewing architectures for completeness and flagging gaps against client expectations before Engineering begins build.

• Partner with the TPM on all platform-level features and custom development — tracking dependencies, managing sprint commitments, and ensuring Engineering delivery aligns with the client programme timeline. Collaborate with Product and Design on any configuration or UX decisions specific to the client.

• Engage Compliance on data handling and regulatory requirements before UAT. Coordinate QA on test planning and defect triage. Brief Customer Success fully ahead of handover — ensuring no context is lost at the transition point.

Testing & Quality Assurance

• Define the overall test strategy in collaboration with QA. Conduct or oversee rigorous internal testing of the client’s configured environment, ensuring all known issues are resolved and exit criteria are met before involving the client.

• Plan, schedule, and lead User Acceptance Testing (UAT) — creating structured test scripts, managing the defect log, coordinating resolution across Engineering and QA, and communicating defect status and timelines clearly to the client. Drive formal UAT sign-off before go-live.

Training & Handover

• Develop customised training materials tailored to the client’s specific configuration and user personas. Host onboarding sessions for administrators, power users, and end users — adjusting depth and format to each audience.

• Own the go-live plan end-to-end: define the go-live checklist, coordinate the deployment window with Engineering and TPM, establish a hypercare support window, and lead the go-live event — serving as the client’s primary contact throughout and managing any real-time issues to resolution.

• Manage the post-launch hypercare period, tracking early issues and providing the client with regular updates until the platform is fully stabilised. Execute a structured handover to Customer Success with full documentation of the client’s configuration, open items, known issues, and relationship context.

Client Relationship Management & Continuous Improvement

• Serve as the primary, trusted point of contact for the client from kickoff through handover — owning all communication, meeting agendas, and follow-up actions. Build trusted relationships with client programme managers, technical leads, and business stakeholders at all levels.

• Set and manage client expectations proactively — communicating changes to timelines, scope, or deliverables clearly and early, with options rather than just problems. Translate between HugoHub’s internal technical language and client business language fluently in both directions.

• Gather continuous structured feedback from the client and route it to Product, Design, and Customer Success as input into HugoHub’s product development process. Conduct a formal implementation retrospective post-go-live and share learnings with the wider delivery team.

Ideal Candidate Profile

A highly organised, client-ownership-minded professional having 3 to 5 years of experience who combines strong programme management discipline with genuine technical credibility. The ideal candidate is as comfortable in a client steering committee as they are in an Engineering sprint review — and holds themselves accountable for the outcome of every engagement they own. We believe the following qualities are important for someone to thrive in this position:

• Problem-Solving: Strong analytical and problem-solving abilities. Ability to think critically and make informed decisions.

• Attention to Detail: Strong attention to detail and a commitment to delivering high-quality results.

• Client Ownership: Takes full accountability for the client relationship and programme outcome from day one through to handover. The client’s confidence in HugoHub during implementation is a direct reflection of how this person shows up.

• Time Management: Strong organisational skills with the ability to manage multiple projects simultaneously, prioritise tasks effectively and meet deadlines.

• Communication Skills: Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders and convey complex technical information to non-technical stakeholders.

• Adaptability: Adaptive and accustomed to a fast-paced and dynamic working environment

• Cross-Functional Influence: Aligns and drives urgency across Engineering, QA, Design, TPM, Product, Compliance, and Customer Success without direct authority. Owns the outcome while bringing structure and accountability to every team involved.

• Technical Translation: The skill to abstract deep technical constraints into strategic business implications for non-technical audiences.

• Proactive Risk Management: Identifies risks and blockers early, assesses their impact, and brings forward options — not just problems. Escalates to the right people with context and a recommended path forward.

• Technical Acumen: Deep understanding of SDLC/SDLC, system architecture, Design and technologies; enables informed decisions and effective engineer engagement.