Implementation Consultant Full Time

Lots of solutions claim to bring digital communications teams together, but Orlo is the only platform purpose-built with the needs of public sector marketing, comms and citizen engagement professionals in mind. Since its creation back in 2012, Orlo has built a network of like-minded sector experts and community partners to help us on our mission to share best practices and industry insights.

Orlonians are committed to helping our customers build trust with their audience through brilliant conversations – and have fun along the way. You’ll see our enthusiasm and passion for the work we do displayed throughout every interaction with us, whether it’s on a customer call, on one of our wonderful webinars or at our flagship BIG Social event.

What are our values?

• We’re bold
• We graft
• We’re curious
• We give a sh*t
• We’re genuine

Who do we work with?

At Orlo, we’re proud to support some of the UK’s most critical public service providers, including emergency services that protect and serve our communities every day. Our platform is used by a growing number of police forces, fire and rescue services, and other blue light organisations to streamline digital communications and build public trust. With clients such as West Midlands Police, Cheshire Fire & Rescue Service, and Merseyside Police, we enable emergency services teams to deliver timely, transparent, and secure digital engagement – whether during routine operations or in times of crisis. With strong relationships across the sector, including with 41 of the UK’s police forces, our track record speaks volumes about the value we bring to those on the front line.

What’s the implementation consultant role all about?

We are looking for a confident and experienced Implementation Consultant with a background in public sector SaaS, ideally in social, listening, customer service, or survey solutions. This role is responsible for guiding clients through onboarding and accelerating time-to-value. You’ll work closely with stakeholders to understand requirements, configure the platform, and ensure a smooth and successful rollout.

You will manage implementation plans, build in-app configurations and workflows, collaborate with internal teams, and ensure deliverables meet expectations. Strong communication, problem-solving, and the ability to translate business needs into practical technical solutions are essential.

This role blends technical capability, process understanding, and client-facing professionalism, acting as a trusted advisor throughout the implementation lifecycle.

What are the key responsibilities?

• Lead end-to-end implementation projects, from kickoff to go-live, ensuring delivery on time, within scope, and to quality standards.
• Collaborate with client teams (e.g. engagement, data, communications) to understand objectives, data sources, and workflows, ensuring Orlo’s platform is configured to deliver measurable value.
• Configure and customise the platform – building dashboards, integrating data streams (social media, surveys, feedback channels), and ensuring data accuracy.
• Create and manage detailed implementation plans, including milestones, deliverables, risks, and resource requirements.
• Run testing, validation, and user acceptance processes to confirm readiness for launch.
• Capture client feedback, troubleshoot issues, and work with product and data teams to refine processes and improve platform performance.
• Maintain clear documentation, configuration records, rollout guides, and client-specific setup notes
• Manage multiple concurrent projects, maintaining prioritisation and delivery quality.
• Contribute to survey design and research development – creating questionnaires, refining methodologies, and supporting automation to improve scale and insight quality.
• Provide support to the wider value team, including training, product demonstrations, and general assistance as needed

What would Orlo love from you?

• 3–5+ years’ experience managing software implementations or client delivery projects, ideally within a SaaS or technology environment.
• Proven experience working with public-sector or government clients, with an understanding of local authority and workflows.
• Strong stakeholder management skills and confidence in engaging both technical and non-technical audiences.
• Technically capable, comfortable configuring platforms, working with APIs, dashboards, and understanding data integrations and analytics.
• Familiarity with Boolean search strings and survey methodologies is desirable.
• Skilled in presenting performance insights to clients and internal stakeholders.
• Confident in challenging and shaping customer objectives to achieve the best outcomes.
• Full, clean driving licence.

What will you get?

• Hybrid working with flexibility and autonomy
• Collaborative, supportive team culture
• Based in a central Birmingham HQ with easy transport links
• Professional development opportunities and access to industry events.