The Implementation Architect role involves managing customer onboarding, optimizing business processes, and collaborating with teams to enhance client experiences using the Tonkean platform.
Tonkean is the world’s first totally customizable process experience platform. With Tonkean, you can create intelligent, personalized automations that integrate with every app or system your organization uses. You can cultivate an employee experience that democratizes access to innovative technologies traditionally only available to highly trained developers. You can enable employees to focus more fully on high-value tasks, because you can enable them to automate low-value tasks. You can create inbox solutions that automatically analyze, prioritize, and route unstructured requests coming from any source, and you can track the status of action items as employees collaborate across teams to complete them. And you can design processes that employees are guaranteed to adopt and benefit from no matter their technical acumen, because Tonkean meets employees where they are—eliminating the need for change management—and is 100% no-code.
At Tonkean, we believe that all this—compliance, efficiency, operational excellence—requires high levels of process adoption. But to ensure high levels of process adoption, you need to create processes that provide a great employee experience: that serve employees’ needs, understand their preferences, and solve their problems.
To that end, you need a barrier-breaking technology partner. That’s what Tonkean seeks to be.
ROLE OVERVIEW
Customer Discovery & Solution Design Expert
The Implementation Architect is a strategic consultant responsible for deeply understanding a client’s business processes, operational pain points, and desired outcomes. This role is initially focused on discovery and design, identifying inefficiencies and architecting ideal-state solutions using Tonkean. Beyond that, the IA will serve as ongoing support and mentoring to the Implementation Engineer role, ensuring that the IA’s design is being delivered. You will work closely with client stakeholders to ensure we design transformative, user-centric processes that align with their goals. You will not be highly involved in technical configuration or building on the Tonkean platform, but you will need to understand the platform's power, capabilities, and architecture.
This role is best suited for individuals with a strong background in process improvement, enterprise consulting, and change management.
WHAT YOU WILL WORK ON
- Lead deep discovery sessions with business stakeholders to understand current processes, challenges and pain points, and strategic goals leading to documenting what success looks like.
- Conduct process mapping and pain point analysis to uncover opportunities for automation and transformation.
- Translate findings into high-level Tonkean solution designs — clearly defining scope, functional requirements, and user journeys into Product Requirements Documents.
- Breakdown the PRD into actionable requirements that can be jointly sorted into MVP and future phase delivery.
- Serve as a strategic advisor to clients, communicating the value of new process experiences and ensuring strong stakeholder alignment.
- Partner closely with Implementation Engineers to hand off design documentation for execution. Vet their estimates and serve as a mentor along the journey of development and testing the solution.
- Define success metrics and KPIs to measure the impact of designed solutions.
- Contribute to evolving Tonkean’s discovery and design methodology and templates as the team scales.
ABOUT YOU
- 5+ years in enterprise consulting, solutions architecture, or process improvement roles.
- Experience running workshops and stakeholder interviews to gather complex business requirements.
- Proven ability to create PRDs, process diagrams, future-state workflows, and solution designs.
- Experience in delivering and vetting estimates per delivery task that encompasses the work and testing without gold-plating.
- Comfortable advising Director, VP, and C-level stakeholders.
- Comfort in helping define customer workflow/automation requirements by asking the right questions
- Teasing out nuanced details from the customer. Being able to read between the lines to find their actual pain points, and be able to solution the answer
- Deep understanding of enterprise SaaS environments and operational transformation best practices.
- Builder mindset and ability to navigate ambiguity.
- Excellent communication and storytelling skills; ability to align cross-functional teams on vision and outcomes.
OUR VALUES
- There Is Always A Way. At Tonkean, we believe that nothing is impossible. There is a solution to every problem - you just need to find it.
- Think People First. We believe in investing in, empowering, and prioritizing people. We work as a team and win as a team. We listen with purpose as we speak with courage. We believe in diversity. We always ask ourselves: Is this giving value to our customers? Is this improving our team? Is this helping me be better?
- Start With Why And Fail Fast. We believe that progress is the only way forward; that action is always better than no action; that innovation requires bravery. We believe that every worthwhile “how” starts with an important “why.” If you know the “why”, and you can learn from it, It’s never a failure. It is the operational cost of progress.
- No BS. To matter, you must - stay focused, keep it simple and always move the needle. We don’t have time for BS. We don’t waste energy; we prioritize efficiency; we stay focused; and we always try to optimize for what’s important.
PERKS AND BENEFITS
- Collaborate with a talented yet humble team as we empower operations teams and eliminate mundane tasks
- Competitive compensation & equity package
- Tonkean provides each employee with a new MacBook Pro.
Tonkean welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply and tell us why you’d be a great fit.
Tonkean is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. We believe diversity is important to building a successful business and do not discriminate based upon race, religion, color, national origin, sex, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or any other status protected by the laws or regulations in the locations where we operate. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with criminal histories.
Top Skills
APIs
SaaS
Webhooks
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