Implementation Specialist Job at Hemel Hempstead Full Time

Company Overview

eflow Global is a leading provider of Regtech cloud solutions to Investment firms. Built on 20 years of continuous innovation, our unique SAAS platform provides clients with the reporting tools they need to ensure regulatory compliance.

Following a successful funding round, we are expanding globally with the vision to become the #1 partner for investment and trading compliance across the UK, EMEA and North America. As part of our expansion plans, we are actively recruiting talented individuals who want to progress and develop their careers in a fast-paced tech company.

Role Description

As a Client Implementation Specialist (CIS), you will play a key role in delivering smooth and efficient onboarding projects to new clients. Working closely with internal teams and client stakeholders, you will coordinate each step of the onboarding lifecycle — ensuring the platform is successfully adopted and clients are well-supported throughout.

This role is ideal for someone at the start of their career with some exposure to onboarding, client delivery, or coordination roles, ideally in SaaS, FinTech, or RegTech settings. While technical elements are handled by internal teams, you will serve as the main point of contact for clients during their implementation period — building confidence, ensuring alignment with business goals, and managing timelines.

You’ll be instrumental in scoping onboarding projects to match our platform’s capabilities to client requirements, facilitating documentation and communication, and helping users become confident in the system.

Key Responsibilities

Client Discovery & Scoping

• Conduct onboarding kick-off calls to understand client-specific workflows and compliance objectives
• Translate client requirements into structured implementation plans aligned with platform capabilities
• Communicate scope, responsibilities, and timelines clearly to set client expectations
• Review and analyse client data using internal analysis tools to ensure alignment with platform configuration requirements prior to UAT and go-live
• Identify discrepancies, gaps, or misalignment in client data and workflows and provide recommendations to resolve issues early

Client Relationship & Communication

• Serve as the main point of contact throughout the onboarding process
• Build rapport with client stakeholders, manage expectations, and ensure timely communication
• Support post go-live feedback sessions and contribute to client health monitoring, helping flag risks and retention concerns early
• Provide consistent updates on onboarding status, escalate blockers when needed, and support client queries

Training & Enablement

• Deliver system training and product walkthroughs to help users understand product features
• Support UAT coordination, user setup, and post-handover onboarding wrap-ups
• Share relevant use cases to encourage adoption and familiarity with the system

Project Coordination

• Complete documentation such as Statements of Work, Business Analysis, Trade Flows, and Data Templates
• Liaise with internal teams (Product, Implementation, Technical Specialists, Support) to track delivery milestones
• Manage onboarding projects and reporting through our project-management tool (ClickUp), keeping records, milestones, and process flows accurate and up to date
• Maintain accurate records of client progress and ensure all onboarding steps are fulfilled

Career Progression

This position is an ideal launchpad for growth within our Onboarding team. Future career development follows a structured pathway (CIS → Senior CIS → Lead CIS), with the first promotion milestone within 18–24 months:

• Senior Client Implementation Specialist (Senior CIS) – a recognised promotion milestone where you take on a specialisation track (UK & EU Regulations, US Regulations, Process Enhancements, Documentation Management, or Complex Trade Flows) alongside your core onboarding work, building deeper expertise and leading more complex deliveries
• Lead Client Implementation Specialist (Lead CIS) – leading complex, multi-stakeholder onboarding projects, acting as a trusted advisor to senior client stakeholders, and mentoring the wider team

Qualifications and Skills

• 0–2 years of experience (entry level; relevant internship or placement experience also counts) in client-facing onboarding, implementation, or customer success roles (ideally in SaaS, FinTech, or RegTech)
• Strong verbal and written communication skills to liaise confidently with stakeholders
• Excellent organisational and coordination skills to manage multiple onboarding projects
• A proactive, detail-oriented mindset
• Comfort working cross-functionally and familiarity with project documentation
• Some knowledge of investment firms or financial services workflows is desirable, but not essential
• Customer-centric with a commitment to providing exceptional service to clients
• A collaborative team player, keen to contribute to team knowledge-sharing and support new joiners as you grow into the role
• Demonstrates a strong willingness and ability to gain in-depth knowledge of our proprietary onboarding tool and wider platform, including its core features, functionalities, and business applications