Implementation Consultant- Change Management/Delivery

Summary

Join Polly as an experienced Implementation Consultant with 5+ years of software implementation and consulting experience. You will own complex customer implementations, serve as a trusted advisor, and manage multiple high-impact projects. Responsibilities include leading customer discovery sessions, designing implementation plans, and partnering with cross-functional teams. You will need expertise in project management tools, mortgage software implementations, and excellent communication skills. Polly offers competitive compensation, comprehensive health coverage, flexible vacation, and a hybrid work environment. The company is a leader in mortgage capital markets technology, committed to innovation and employee growth.

Requirements

• 5+ years of experience leading software implementations and managing enterprise or high-complexity customers
• Expertise with project management tools and systems (e.g., Google Workspace, Jira, Confluence, project tracking software)
• Experience with mortgage software/system implementations
• Comfort with technical systems and configuration- willing and able to quickly learn new tools and products
• A passion for customer success, problem solving, and proactive risk mitigation
• Excellent communication skills across technical and non-technical audiences
• Ability to influence stakeholders and guide customers through change
• Has experience leading or supporting multiple concurrent SaaS implementations
• Has worked in a client-facing role within mortgage tech or financial services
• Has configured at least one part of a SaaS product (e.g., rules engine, user roles, integrations, or workflows)
• Has led customers through process design or re-engineering as part of technical transformation projects; familiar with change management concepts
• Understands the loan origination workflow and familiar with loan programs, products and investors

Responsibilities

• Own complex customer implementations from kickoff through go-live, leading delivery and execution across all stages of the onboarding lifecycle
• Serve as a trusted advisor to customers, guiding them through platform capabilities, best practices, and strategic configurations aligned with their business needs
• Independently manage multiple high-impact customer projects with competing timelines and stakeholders
• Lead customer discovery sessions, synthesize findings, and design implementation plans tailored to each customer’s workflows and goals
• Partner cross-functionally with Sales, Product, Engineering, and Customer Success to ensure a seamless customer onboarding experience
• Identify and resolve roadblocks quickly, using data and insights to communicate risks, surface tradeoffs, and mitigate issues
• Create and maintain implementation assets (templates, documentation, best practice guides) that support scalability
• Mentor and support junior team members during onboarding and delivery efforts

Preferred Qualifications

• Project Management and Change Management skills
• Has successfully ramped on a new system or domain within 30–60 days
• Prior experience mentoring or coaching other implementation consultants

Benefits

• Competitive Compensation: Polly offers competitive salaries designed to reward your expertise and direct impact/contributions
• Comprehensive Health Coverage: Employees enjoy 100% company-paid medical, vision, dental, disability, and life insurance, granting peace of mind
• Flexible Vacation, Done Right: Take time off to recharge when you need it with Polly’s flexible, non-accrued vacation policy—because we trust you to balance work and life
• Hybrid Environment: Polly employees work on site three days a week (Tues./Wed./Thurs.) at our Innovation Hubs, located in Dallas-Fort Worth and San Francisco