Business Consultant, Implementations

Built Technologies•Nashville, TN

1d•Remote

About The Position

Built is redefining the Implementation Manager role into a Business Consultant, Implementations—a strategic, customer-facing role responsible for delivering clean foundations at go-live and accelerating customer expansion across Built’s platform. This role owns customer outcomes—not just implementation execution. Success is measured by: Speed to go-live, Quality of implementation (clean foundation, no rework), and Time to second value (customer expansion). With automation removing the majority of operational work, this role shifts from project coordination to consultative leadership, solution design, and business impact.

Requirements

3–6+ years in SaaS implementation, management consulting, or customer-facing roles with ownership of customer outcomes (not just execution)
Proven ability to lead clients through ambiguous problem spaces and define solutions—not just execute predefined plans
Experience advising customers on business processes, workflows, or operational improvements
Demonstrated ability to influence stakeholder decisions, including senior and executive audiences
Track record of identifying and driving additional value, optimization, or expansion opportunities within customer engagements
Experience working cross-functionally to drive outcomes across Product, Engineering, and Go-to-Market teams
Ability to manage multiple complex engagements while maintaining high-quality outcomes and strong customer relationships

Nice To Haves

Background in management consulting, implementation consulting, or strategic customer success roles
Experience in lending, construction, real estate, or financial workflows
Experience owning or contributing to revenue expansion, upsell, or adoption metrics
Experience operating in high-growth or ambiguous environments
Familiarity with AI-enabled tools, automation, or system-driven workflows
Experience with data-heavy implementations (financial models, integrations, structured data)

Responsibilities

Own End-to-End Customer Outcomes: Lead implementations from kickoff through go-live and expansion readiness. Define and align on customer success criteria tied to business outcomes. Deliver implementations that create a clean, scalable foundation that supports future expansion without rework. Own delivery against timeline, scope, and customer objectives.
Drive Expansion and Time to Value: Identify expansion opportunities during implementation—not after go-live. Enable customers to adopt additional products, workflows, or services within ~10 days of go-live. Proactively guide customers toward maximizing platform value. Partner with internal teams to accelerate expansion outcomes.
Act as a Strategic Business Consultant: Develop deep understanding of customer business models (lenders, owners, general contractors). Diagnose workflow inefficiencies and recommend operational improvements. Provide clear, opinionated guidance on best practices—not just options. Tailor approach based on customer persona and operating model.
Lead Solution Design and Implementation Strategy: Conduct discovery to understand customer workflows, risks, and goals. Design implementation approach using standardized playbooks and persona-based models. Ensure configurations are scalable, consistent, and aligned to long-term success. Identify risks early and resolve proactively through structured validation.
Drive Cross-Functional Execution: Act as the single-threaded owner across Sales, Product, Engineering, and Support. Align internal teams to deliver successful outcomes. Represent the voice of the customer in product and process decisions.
Lead Client Engagement and Change Management: Serve as the primary point of contact during implementation. Guide stakeholders through change management and adoption. Drive alignment, accountability, and decision-making across client teams.
Leverage Automation and Scalable Systems: Operate within an AI-enabled implementation model that automates: Project planning and updates, Client communications and follow-ups, Workflow design and validation, Status reporting. Use freed capacity to: Deepen customer business understanding, Improve implementation quality, Accelerate expansion outcomes.
Contribute to Continuous Improvement: Contribute to development and refinement of implementation playbooks and persona overlays. Identify opportunities to improve processes, tooling, and delivery models. Help scale a high-velocity, high-quality implementation organization.