Implementation Consultant / Trainer | Flat Planet
+61 2 8412 8141


Implementation Consultant / Trainer

Areas of responsibilities and related activities

Customer Service Management

  • Implementing and refining the Customer Service strategy
  • Maintaining and developing existing JIRA, Confluence and Zendesk systems,
  • Developing and implementing the go-to-market customer service strategy
  • In collaboration with other teams and external consultants, implementing measures to ensure customer service adheres to the standard information security.
  • Developing product training
  • Designing, implementing and reviewing measures to improve customer experience

Customer Engagement and Stakeholder Management

  • Leading implementation and monitoring for alpha- and beta-testing of products
  • Identifying and defining data points for measurement in alpha- and beta-stages
  • Alpha- and beta-stage measurement and reporting
  • Documenting and reporting customer pain points observation and feeding back to counterparts
  • Supporting the conversion of alpha- and beta-stage testers into signed and paying customers
  • Developing products installation/on boarding processes and procedures in conjunction with the development team
  • Regular stakeholder reporting of current and planned implementation and engagement activities, including opportunities and risks and the ongoing maintenance of a risk register
  • Managing internal and external stakeholder expectations in order to drive the best outcomes for customers and its market
  • Assessing requirements for migration customers from existing legacy systems and competitor products

Product Support

  • First level technical support of customer issues
  • Raising, triaging and monitoring of support tickets, development defects and related user stories (Zendesk and JIRA)
  • Developing and delivering end user training and (Zendesk and Confluence) support content
  • Developing on-boarding and getting-started tools and content for customers to increase account usage and retention
  • Assessing customer technical environments
  • Facilitating customer communications as required
  • Highlighting technical support issues and risk management, proposed improvements
  • Working with the development team to ensure release management processes and approaches meet the ongoing needs of the customer
  • Working with the offshore SME to ensure that customer’s feedback and requirements are incorporated into the platform

Job Requirements

  • Must have at least 5 years’ relevant experience
  • 2+ years’ supervisory or managerial experience
  • Has project management experience
  • Omni-channel support design and implementation experience
  • Exceptional product documentation and training skills
  • Experience working in an Agile environment
  • Experience with ISO-27001 standard
  • Exceptional communications skills – both written and verbal
  • Strong knowledge of the JIRA, Confluence and Zendesk platforms
  • Strong knowledge of OmniGraffle and Excel tools
  • Ability to create and maintain workflows diagrams
  • Strong technical understanding of software products and solutions
  • Experience working in enterprise start-up environments

Interested candidates may send their resumes to
Walk-in directly in our office 18/F Robinsons Summit Centre 6783 Ayala Avenue, Makati.
Call us at +632 479 1870

About Flat Planet

Established in 2010, Flat Planet® is a family-owned, Australian-operated firm run by Chris & Jenny Moriarty giving businesses safe, sustainable, and personalized way to access Southeast Asian talent and markets. We build, accommodate and manage teams of professionals on behalf of successful businesses from all over the world.

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