Implementation Coordinator

Role & Duties

• We are looking for an Implementation Coordinator with strong project coordination, excellent communication, and exceptional problem-solving skills to lead end-to-end client onboarding and software implementation. The ideal candidate is highly organized, customer-focused, and detail-oriented, with the ability to coordinate cross-functional teams, manage multiple implementation projects, and ensure seamless system configuration, data migration, training, and successful client go-live.

Onboarding and implementation

• Own client onboarding from the signed agreement through to go-live.
• Draft implementation plans and realistic timelines for each client per the agreed requirements.
• Schedule and run kickoff meetings.
• Track milestones and keep implementations on schedule.
• Follow up on outstanding client action items and coordinate the internal teams involved.

Data migration and system setup

• Prepare and guide clients on uploading employee data, and set up the client organisation structure: departments, branches, job titles, employees, payroll, etc.
• Configure leave, attendance, shifts, and holiday calendars to match client policy.
• Validate all imported data for accuracy and completeness before go-live.

Client communication

• Act as the main point of contact throughout the implementation.
• Give clients regular progress updates.
• Manage expectations and raise risks early rather than late.
• Build and hold good working relationships with client teams.

Training and go-live

• Coordinate and support administrator and employee training.
• Run user acceptance testing (UAT) with the client.
• Confirm go-live readiness and support the client through launch.
• Provide hypercare support in the first weeks after go-live.

Support

• Handle first-line client queries and log issues clearly.
• Troubleshoot basic product issues and escalate technical ones to the right team.
• Track support tickets and follow up until they are closed.
• Keep response times short and customer satisfaction high.

Documentation

• Maintain implementation checklists, configuration records, meeting notes, and training records.
• Contribute to knowledge base articles.

Qualifications

• A bachelor's degree in Human Resources, Information Systems, Business, IT, or a related field.
• Strong practical experience in a similar role can stand in for a degree.
• 2 - 3 years in one or more of the following: HRIS, ERP or software implementation, HR administration, customer success or onboarding, project coordination, or business analysis.
• A certification in project management (for example, PMP, PRINCE2, CAPM, or the Google Project Management certificate) or in HR is an added advantage.
• Hands-on experience handling client data and configuring a system to meet client requirements.
• Exposure to a SaaS or technology environment is a plus. We will also consider strong candidates from HR or operations backgrounds who are comfortable with technology and keen to move into implementations.