Job Summary:
At Helm Operations, we build the software that keeps the world’s maritime operations moving. From tugboats in Vancouver Harbour to offshore service vessels in the North Sea, crews rely on Helm CONNECT every day, and we don’t take that lightly.
We’ve grown from a small start-up on Canada’s west coast into a global leader in maritime software by doing things differently: caring deeply about our customers, taking ownership, and building solutions that actually work in the real world. That’s The Helm Way.
Job Description:
We’re looking for an Implementation Consultant – Maintenance to join our Professional Services team
Your primary responsibilities include coordinating and facilitating the implementation of our Helm CONNECT software solution. Additional responsibilities include delivering high-quality customer service through extensive software troubleshooting via telephone and screen-sharing, providing technical leadership, training, complex problem resolution, and collaborating with other departments and clients to successfully achieve the implementation objectives.
As an Implementation consultant, you will also be expected to provide consultation and best practices to our customers, helping them to improve and grow operational performance. In this position you will join a small but growing team to learn new skills, technologies, products and processes, and share this knowledge for the betterment of the team.
Your Responsibilities & Key Tasks
· Work with Helm project managers to develop implementation plans.
· Perform project implementation tasks as defined in either the project schedule or per a packaged implementation approach, ensuring that all project deliverables have been completed with quality, and the customer is satisfied with the outcome.
· Clearly understand and document requirements and design solutions to be achieved through configuration of the Helm products.
· Configure systems and data to satisfy the client’s business processes.
· Conduct formal training for our clients and business partners. · Discover additional product or training needs our customers may have.
· Capture and clearly communicate requirements for custom development requests.
· Record each contact with our customers accurately and in a clear, concise, and understandable format.
· Expected to become an expert in our industry verticals and possess the ability to consult with our customers to improve their processes and their business performance.
· Provide outstanding product support for our customers and business partners.
· Keep the Helm team up-to-date on project status, challenges, risks and opportunities.
· Enter all billable and non-billable time accurately on a daily basis.
· Document any files, materials, FAQ’s Help Files etc, and ensure they are formatted with
Helm’s brand standards.
· Perform quality assurance (QA) related to requirements identified during solution design.
Success Factors
· Become an expert on our customers in the workboat industry and their sub verticals, such as harbour docking, coastal barging, offshore supply vessels, and passenger ferries.
· Work to strict schedules and project milestones while maintaining quality of delivery of product or services.
· Highly organized and able to manage multiple projects and respond to shifting priorities.
· Aptitude to gather information, diagnose and analyze a variety of technical and non- technical issues.
· Become fully trained on all applicable Helm products and tools that have been assigned to you.
· Maximize billable utilization percentage.
· Maintain a high level of customer satisfaction – metrics generated from customer satisfaction surveys.
· Achieve customer-defined success criteria in leading the customer to value as quickly as possible.
· Strive to outperform the quarterly and annual KPIs.
Your Qualifications
· Must have software configuration and related technical skills.
· The ability to troubleshoot complex technical issues and to identify problems and suggest solutions in a logical, user-friendly manner.
· Willingness and availability to travel up to 50% of the time. · Must speak English at a native level.
· Strong interpersonal skills: you are able to handle challenging situations with composure, professionalism, and courtesy.
· Strong task management skills – able to manage multiple shifting priorities at any given time
· Proven proficiency with MS Suite (Word, Excel, Outlook, and PowerPoint). · Proficiency leveraging AI to increase accuracy and efficiency
· Project Management training through PMI is an asset but not required
· University Degree or College Accreditation required
Why You’ll Love Working at Helm
At Helm, we don’t just keep the world’s maritime operations running, we keep our people growing. You’ll join a company that values ownership, precision, and teamwork as much as it values results.
Together We Win – We collaborate to create clarity, not chaos.
Own It – We take responsibility, solve problems, and build better every time. Care Deeply – About our work, our people, and the customers we serve.
Enjoy the Ride – We take pride in the journey, not just the results.
Perks & Benefits
· Remote-first flexibility (US-based)
· $95,000 USD + annual performance bonus
· Company-paid health, dental, and vision benefits from day one
· Paid vacation + 5 floater days + birthday day off
· Employee Stock Purchase Plan (after 6 months)
· Professional development through Helm’s learning programs and development journeys
· A supportive, inclusive, and collaborative culture where great ideas are encouraged and acted on
*Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted. Total On-Target Earnings (OTE) include base salary plus a target performance bonus.*
*As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations. *
*Research has shown that women & under-represented minorities read lists of requirements and consider themselves unqualified if they don’t meet every single one. This list represents what we are ideally looking for, but we encourage you to apply even if you don't meet everything 100%. Everyone has unique strengths & weaknesses, and we hire for strengths and potential. *
Helm is proudly an Equal Opportunity Employer where everyone is welcome. Everyone brings a different personal story and perspective, and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.
While we thank all candidates who apply, we will be reaching out to candidates who meet the hiring manager’s requirements on their resume..
Worker Type:
Regular
Number of Openings Available:
1