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You will play an important role in supporting the growth and change within our business, joining a busy department on a journey of transformational change. The successful candidate will have the right cultural and behavioural alignment, in addition to the knowledge, skills, competencies and experience required to drive our business forward.
Job Responsibility:
Lead and support our team of SkillStation Implementation Consultants to deliver an exceptional onboarding customer experience
Ensure customers are supported through a seamless onboarding journey
Lead and coach the team to achieve Time to Onboard, Product Usage and Customer Experience KPI's
Continually improve processes and communication to drive team and customer satisfaction
Proactively identify opportunities for growth, such as increased user adoption, upselling of optional modules and implementation consultancy support time
Manage resources plans and upskill to ensure the implementation department keeps pace with our business growth
Collaborate closely with the Managing Director, Technical and wider team to shape system enhancements
Help ensure our product and service remain at the forefront of the market
Requirements:
Ability to lead and develop high performing teams
Strong alignment with organisational values and behaviours
Strategic mindset with a focus on delivery, continuous improvement and innovation
Exceptional communication and interpersonal skills
Ability to deliver outstanding customer onboarding experiences
Skilled in identifying growth opportunities (e.g., upselling, user adoption)
Strong stakeholder engagement across all levels
Experience in improving operational efficiency, including leveraging AI
Ability to design and implement performance metrics
Highly organised with excellent file and time management
Logical and proactive problem-solving approach
Hands-on experience with SaaS platforms, especially in training & competency management
Strong understanding of training vs. competence
Familiarity with eLearning and blended learning strategies
Advanced Microsoft Excel skills (sorting, filtering, pivot tables, data analysis)
Proficient in Microsoft Word, PowerPoint, Outlook, and Teams
Track record of delivering projects on time and within budget
Collaborative approach to product development and enhancement
Ability to translate customer feedback into actionable system improvements
What we offer:
At least 80% (4:1) office-based with flexible & hybrid working
26 days holiday plus statutory holidays
Pension
Insurance inc. medical, death in service, critical illness