Implementation Lead

Career Level:  9S Advanced
Posting Date:  5 Jul 2024

Are you a dynamic and customer focused Implementation Lead looking for your next role within a fast growing business with a well-respected technology product?  


We are seeking an Implementation Lead, to join our team. In this role, you will drive the successful deployment and integration of our solutions for new clients, ensuring a seamless transition to our platform and maximising client satisfaction from day one. You will work closely with cross-functional teams including Sales, Product and Customer Support, to deliver tailored onboarding experiences that align with our clients’ business goals. As a business we are able to shape and empower our clients to succeed, and if this excites you then this is the role for you!


Required skills and experience:  


  • Minimum of 2-3 year’s experience in a customer facing role, preferably in SaaS implementation, project management, or customer success/support.
  • Proven track record of managing complex client onboarding projects with multiple stakeholders.
  • Strong project management skills, with the ability to juggle multiple projects and deadlines. 
  • Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and internal teams.


You will be responsible for:


Client Onboarding and Implementation:

  • Lead the onboarding process: consultations, system set up, and training.
  • Create tailored implementation plans and guide new clients through onboarding.
  • Train and support staff and clients to maximise the value of our solutions.
  • Maintain and develop onboarding materials such as guides and webinars.
  • Gather client feedback to enhance the onboarding experience.

Project Management:

  • Manage the project, balancing proprieties and resources. 
  • Set expectations with clients on scope, deliverables and timelines. 
  • Monitor project progress and resolve issues to keep projects on track.
  • Identify ways to streamline and improve the implementation process. 

Collaboration and Communication:

  • Coordinate with Sales and Account Management for smooth client transitions. 
  • Work with Support to resolve technical issues and communicate feedback. 
  • Ensure clear communication between internal teams and clients.


We offer:


  • Life Assurance and Group Income Protection
  • Private medical cover with cash plan
  • Enhanced Company Pension
  • Hybrid-working model with 25 days annual leave + your birthday off
  • Employee wellbeing perks – including Peppy Health, Perkbox, etc...
  • Enhanced maternity, paternity and adoption pay
  • Generous training budgets and reimbursement for professional memberships