Implementation Consultant - Gatekeeper

Gatekeeper is a unified contract and third-party risk management platform that protects compliance-centric organisations by delivering company-wide control to reduce risk and cost. Powered by an AI engine, Gatekeeper embeds risk checks, accelerates contracting, and surfaces savings in one platform.

Following investment from Vista Equity Partners, Gatekeeper is expanding its global customer-facing team and looking for an Implementation Consultant to help shape customer delivery excellence.

Note: This is a fully remote position, open to applicants based in Ontario, Canada.

Role Overview

As an Implementation Consultant, you will be the consistent day-to-day technical contact for customers. Your role is to build trusted relationships ensuring customers achieve their strategic goals with Gatekeeper.

You will act as the expert handling configuration tasks, managing technical actions, and guiding customers from implementation through their long-term journey across a portfolio of accounts. You will own the customer's phased implementation, consulting on business processes and translating them into efficient workflows while configuring core features.

Key Responsibilities

• Partner with the Senior Solutions Engineer and Account Director to manage a portfolio of established customers as their key technical point of contact.
• Take ownership of the full customer journey, guiding customers from implementation to long-term success while ensuring adoption metrics are met.
• Manage day-to-day technical actions, including configuration requests, workflow updates, user permissions, and data updates.
• Help customers translate business processes into efficient Gatekeeper workflows.
• Act as the first line of technical support for your portfolio, troubleshooting issues and collaborating with the team for fast resolutions.
• Proactively monitor customer health and usage, identifying opportunities for optimisation and raising engagement risks.
• Track key success metrics such as Time to First Value (TTFV).
• Meticulously document customer configurations and key interactions to ensure internal transparency.
• Surface expansion opportunities based on customer knowledge and pass them to Account Directors.
• Support the renewal process by preparing data for strategic business reviews and demonstrating long-term platform value.

Requirements

• 3+ years of experience in a customer-facing technical role (e.g., Technical Support, IT, Junior Implementation) supporting SaaS implementations.
• Proven track record of achieving implementation milestones and driving Time to First Value.
• Analytical mindset with comfort in configuration management, data mapping, and data migration.
• Genuine interest in exploring AI advancements and leveraging AI tools to evolve workflows.
• Exceptional problem-solving skills, attention to detail, and experience tracking technical projects and risks.
• Clear, professional communication skills across verbal, video, and written channels.
• Passion for SaaS customer success models and eagerness to learn from senior team members in a fast-paced environment.

Nice to Have

• Experience with Vendor Management or Contract Lifecycle Management (CLM) platforms.

Benefits

• 100% remote working model with no commute
• Generous paid vacation allowance
• Comprehensive health benefits including Private Medical & Dental cover
• Group Retirement Savings Plan (GRSP) matching
• Employee Assistance Program
• Learning & Development budget
• Technology and hardware setup provided
• Gatekeeper for Good: Match funding for local non-profit organisations
• Company retreats