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You will lead and support our team of Implementation Consultants to deliver an exceptional onboarding customer experience, ensuring that customers are supported through a seamless onboarding journey
Job Responsibility:
Lead, coach, and develop a team of implementation specialists
Set performance goals, conduct reviews, and support professional development
Allocate resources effectively across projects
Oversee end-to-end implementation projects from planning to delivery
Ensure timelines, budgets, and deliverables are met
Identify risks and implement mitigation strategies
Act as a senior point of contact for clients during implementations
Build strong relationships with clients and internal teams (e.g., sales, product, support)
Manage expectations and ensure clear communication throughout projects
Maximise customer retention through ongoing service delivery
Develop and optimise implementation processes, tools, and methodologies
Drive efficiency, scalability, and consistency across projects
Monitor KPIs and continuously improve team performance
Ensure all implementations meet quality standards and business requirements
Conduct post-implementation reviews and gather feedback
Resolve escalations and complex issues
Provide regular updates to senior leadership on project status and team performance
Contribute to strategic planning and growth initiatives
Support pre-sales activities where implementation expertise is required
Requirements:
Proven experience in implementation, project management, or delivery roles
Strong leadership and people management skills
Excellent communication and stakeholder management abilities, demonstrated in customer facing roles
Experience with project management methodologies (e.g., Agile, PRINCE2)
Strong problem-solving and decision-making skills
Ability to manage multiple projects simultaneously
Data-driven mindset with experience tracking KPIs
Implementation experience with SaaS platforms
Advanced Microsoft Excel skills
Proficient in Microsoft Word, PowerPoint, Outlook, and Teams
All applicants must have the right to work in the UK