We’re a fast-growing SaaS company at the forefront of garment personalisation technology. Our powerful platform enables embroidery and print businesses to work smarter, faster, and at scale. As we expand into the US and focus on mid-sized and larger clients, we’re strengthening our implementation and customer success team.
As an Implementation and Customer Success Consultant, you’ll play a key role in delivering Tracker, our SaaS garment decoration platform, to new and existing customers. You’ll lead implementation, configuration, and operational setup, optimising processes across warehouse operations, order management, and garment personalisation workflows. You’ll ensure a smooth onboarding experience, provide hands-on training and expert consultancy, and drive early value and long-term customer success.
You’ll act as a trusted advisor throughout the lifecycle, working closely with the Senior Manager – Service Delivery and Customer Success, and collaborating with the Service Desk and Change Manager. Strong, practical knowledge of warehouse operations, production environments, and garment decoration workflows is essential, as your contribution will directly impact customer satisfaction, operational performance, and business outcomes.
This role is ideal for someone with hands-on service management experience, a sharp eye for process improvement, and a genuine passion for delivering exceptional customer outcomes. If you thrive in a fast-paced, high-growth environment and enjoy creating value, this is your opportunity to make a real impact.
As we grow, so will the opportunities for your own development and responsibility. You’ll join a supportive, agile, and customer-centric team that values learning, collaboration, and celebrating success.
Salary and Benefits
* £35,000 - £42,500 per annum, plus benefits based on experience.
* Performance bonus of up to 10% based on company and personal performance.
* Location: Office based in Washington (Newcastle Upon Tyne), Tyne and Wear, Postcode NE38
Accountabilities
* Manage end-to-end implementation projects for Tracker’s SaaS platform managing all aspects from initial scoping, platform configuration to operational set-up and go-live.
* Deliver structured onboarding to ensure customers effectively adopt the platform for customer operations including warehousing, production workflows for garment decoration and dispatch.
* Advise customers on best practices in warehouse operations, stock handling, production processes, and operational efficiency.
* Provide hands-on consultancy and support to drive platform adoption, user engagement, and measurable customer success outcomes.
* Facilitate continuous improvement in customer warehouse and production operations by identifying and enabling process and system enhancements.
* Deliver tailored training and enablement, including documentation, workshops, and knowledge transfer sessions for end users and customer teams.
* Build and maintain strong relationships with customers, ensuring long-term satisfaction, platform value realisation, and ongoing success.
* Collaborate with the Service Desk and Change Manager and other colleagues, to ensure seamless onboarding, knowledge handover, and issue resolution.
* Support customers by developing and refining best practice frameworks, delivery playbooks, training content, and customer-facing documentation.
* Capture customer feedback and insights to inform product development, service enhancements, and strategic improvement roadmaps.
* Create and maintain reusable enablement assets to support efficient and scalable onboarding, customer success delivery and internal knowledge management.
Responsibilities
End-to-End Implementation & Delivery
* Develop and maintain deep expertise in the Tracker platform, its features, application, and value to customers.
* Lead end-user requirements definition, operational discovery sessions, and implementation planning, implementation, onboarding and adoption workshops.
* Maintain strong practical knowledge of garment decoration production and related operational processes, including e-commerce, ordering, warehousing, and personalisation.
* Conduct workflow analysis for warehouse and production operations, identifying and advising on operations, processes and improvements.
* Manage the full implementation lifecycle of Tracker, supporting customers to successfully implement and drive value from the platform.
* Coordinate platform testing, validation, and customer readiness activities through to go-live.
Customer Success, Adoption, Advisory and Enablement
* Deliver tailored training, coaching documentation and training to operational, warehouse, production and customer service teams.
* Provide ongoing advice and support to optimise customer adoption, engagement, and operational performance.
* Monitor onboarding KPIs including time-to-value, platform usage, and early-stage success.
* Lead customer health checks, gather feedback, and co-develop success plans.
* Drive long-term adoption and customer success across the entire lifecycle.
* Identify and manage onboarding risks, tracking satisfaction and success metrics.
* Coordinate the collection and analysis of Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data.
Process Improvement and Knowledge Management
* Identify opportunities to improve warehouse, production, and end-to-end operations, including garment personalisation and decoration processes.
* Recommend enhancements to the Tracker platform based on customer needs and operational insights.
* Document and refine best practices, internal knowledge, and user training materials.
* Collaborate with internal teams and customers to capture lessons learned and recommend service improvements.
* Ensure effective knowledge transfer to internal support teams and customer-side users.
* Continuously improve enablement materials, delivery playbooks, and training content to support scalable success.
Skills, Experience and Qualifications
* 3-5+ years’ experience in SaaS implementation, digital transformation, or solution delivery.
* Degree in Business, IT or a related discipline.
* Strong practical knowledge of ordering, warehouse operations, fulfilment, personalisation and garment decoration (print/embroidery).
* Proven expertise in project management, business and data analysis, and customer-facing consultancy.
* Practical understanding of Lean principles and onboarding success metrics.
* Skilled in mapping operational processes to platform configurations and identifying workflow improvements.
* Experienced in driving customer adoption and optimising operational outcomes.
* Proficient with project management, data analytics, reporting, customer success and satisfaction tools
* Practical and solid knowledge of Warehouse Management (WMS) / ERP systems.
* Experienced in providing insights to support product roadmap development.
* Customer-focused and commercially aware, with a detail-driven mindset and high standards for delivery.
* Confident and effective communicator, advisor, consultant, and trainer.
* Thrives in fast-paced, dynamic and demanding environments.
* Credible with stakeholders at all levels—from warehouse teams to senior leadership.
* Positive, collaborative, and committed to delivering value and success.