SFG20

Implementation Specialist

• Leading customer implementation projects from initiation through to successful adoption and completion.
• Building strong working relationships with customers and serving as a key point of contact throughout implementation projects.
• Facilitating discovery sessions and workshops to understand customer processes, requirements and objectives.
• Delivering engaging product demonstrations, training sessions and implementation workshops.
• Creating and managing implementation plans, milestones and project activities.
• Configuring the SFG20 platform to align with agreed customer requirements.
• Analysing, preparing and importing customer data using Microsoft Excel.
• Providing practical guidance and support to help customers overcome implementation challenges.
• Collaborating with colleagues across Professional Services, Customer Success, Sales, Product and Support to ensure a seamless customer experience.
• Capturing requirements, documenting project activities and sharing implementation outcomes.
• Identifying opportunities to improve implementation processes, customer journeys and ways of working.
• Exploring and using new technologies, automation and AI-powered tools where they can support productivity, quality or customer outcomes.

Implementation Consultant

Support Engineer

• Provide high-quality first- and second-line IT support to internal users via the HubSpot ServiceDesk, ensuring timely and effective resolution of incidents and service requests.
• Diagnose, troubleshoot, and resolve hardware, software, and system issues, escalating more complex problems where appropriate and tracking them through to resolution.
• Support, maintain, and administer the HubSpot CRM platform and associated tools, including user access, configuration, data integrity, and ongoing optimisation.
• Support other business-critical systems that underpin sales, marketing, and customer engagement activities.
• Respond to technical customer queries in a clear, accurate, and customer-focused manner.
• Complete technical customer questionnaires, including security, compliance, and IT due-diligence responses, using Loopio.
• Work closely with internal stakeholders to ensure customer responses are accurate, consistent, and aligned with SFG20’s technical and security posture.
• Identify opportunities to improve IT support processes, tools, and systems, contributing to increased service quality, resilience, and productivity.
• Collaborate with development and technical teams to help identify, prioritise, and implement system and process improvements.
• Create and maintain clear documentation, knowledge base articles, and internal guidance materials.
• Stay up to date with industry best practices, emerging technologies, and security standards, sharing knowledge across the business to continuously improve support delivery.

IT Support Analyst

Compliance

• Complete structured compliance reviews of technical maintenance content produced by SFG20:
• Carry out detailed technical research across legislation, standards, guidance documents and industry publications.
• Critically evaluate technical content, challenge maintenance tasks, frequencies and skill sets, and exercise sound judgement in areas of ambiguity.
• Verify statutory maintenance criticalities and supporting legal justifications and validate that maintenance schedules reflect current legislation, industry standards and recognised best practice.
• Review technical content across multiple disciplines, applying structured research, sound judgement and a willingness to build awareness of unfamiliar specialist areas where needed.
• Bring a commercial, pragmatic and curious approach to technical compliance, supporting constructive stakeholder engagement and helping to drive alignment across internal and external subject matter experts.
• Assess whether supporting technical evidence sufficiently justifies proposed maintenance recommendations.
• Identify gaps, inconsistencies or conflicts within technical content, legislation or supporting guidance.
• Work collaboratively with Technical Authors and subject matter experts to resolve technical queries and compliance challenges.
• Escalate unresolved or technically complex matters through the appropriate governance and specialist review processes.
• Produce clear, structured and defensible compliance review documentation and audit trails.
• Contribute to the development and continual improvement of compliance processes, review methodologies and governance frameworks, including structured systems for tracking compliance reviews, actions, outcomes and audit records as the compliance function evolves.
• Support technical compliance assessments relating to platform developments, operational processes and customer-facing content.
• Stay up to date with legislative, technical and industry developments relevant to maintenance, facilities management and compliance.
• Create and fact-check related content, such as blogs and articles.
• Demonstrate persistence and curiosity in resolving technical ambiguity and conflicting guidance.

Technical Compliance Specialist

Sales Development Rep

• Build a high-quality pipeline through structured outbound prospecting into target accounts aligned with SFG20’s Ideal Customer Profile (ICP).
• Identify, prioritise, and systematically engage key accounts using multiple channels (phone, email, LinkedIn, strategic research).
• Map organisations to identify stakeholders, decision-makers, and influencers, clarifying account structures and opportunities.
• Run proactive outreach aligned with defined sales plays and industry value propositions.
• Own early-stage opportunity development, moving prospects from initial engagement to qualified pipeline.
• Qualify opportunities using defined frameworks (e.g. MEDDICC/BANT) to ensure pipeline meets clear criteria.
• Validate customer pain points, business drivers, decision processes, and commercial potential.
• Ensure opportunities fit SFG20’s ICP, showing clear need and buying intent.
• Maintain pipeline quality by challenging and disqualifying where needed.
• Secure quality meetings and demonstrations for Account Executives with clear objectives and next steps.
• Provide thorough handovers, including stakeholder mapping, pain points, qualification, and deal context.
• Develop deep understanding of target industries, buyer personas, and use cases.
• Continuously refine account lists using insights, data, and feedback.
• Position as a credible, insight-driven first contact, adding value to each interaction.
• Stay updated on industry trends, competitors, and market dynamics to spot new opportunities.

Implementation Consultant

IT Support Analyst

Technical Compliance Specialist

Sales Development Representative