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Head of Implementation

3 months ago

London, Greater London, United Kingdom Zappi Full time

Our world class consumer insights platform allows creators to create brands, ads, products and shopping experiences that people love.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have worked with hundreds of global enterprise brands, have tested 100,000+ ideas, operate in 50+ research markets and have over 300 employees spread across North America, western Europe, South Africa and Asia Pacific.

So how do we do it?

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market.

Through working with some of the biggest brands in the world, we've built technology that lets our customers see their product innovations and advertising ideas through their consumers' eyes so they can quickly iterate, optimize, validate and learn — increasing their chances of in-market success.

The role

The Head of Implementation at Zappi is responsible for driving a best in class function to onboard new customers. To fill this role we are looking for an exceptional leader who comes with proven experience in a similar role, with the ability to identify opportunities for improvement, as well as reinforce best practices within our existing onboarding methodology.

The role sits within the Customer Expertise team, which includes both Implementation and Professional Services. There is a strong emphasis on collaboration and team working within the function, as there is often overlap in how the team works with customers, but also in bringing the most relevant Subject Matter Experts into the customer experience at the right time.

Customer Onboarding and Implementation:

Ownership of the Implementation approach within Zappi - reinforcing excellence in the existing process, and bringing proven ideas for optimization. There will be particular focus on measurement and improvement of Time To Value on the platform. Taking responsibility for the ongoing delivery of the standardised onboarding process for new customers. Likely to involve creating/updating training materials, workflows, and managing efficient cross-functional communication. Managing a team of implementation/onboarding specialists who configure the SaaS platform for each customer's specific needs and set up a best practice foundational system to help them achieve their goals. Working closely with the sales team to understand customer requirements, business objectives and ensure a seamless transition from pre-sales to post-sales. Working with Sales to gain visibility of pipeline to manage allocations and team planning. Understanding of industry nuances for our customers to optimise platform configuration so users are empowered and enabled to self serve from their first experience on platform, as well as having the structures in place to benefit from repeated use and maximise the overall value of their data. Change management - taking the customer (multi-level, from C suite to end user) through the change from their current way of working to successful roll out and adoption of SaaS platform, demonstrating benefits, TTV and experience. Helping them to navigate through organisational change and standardisation.

Customer Journey and Experience:

Developing strategies to maximise user adoption and satisfaction with the Zappi platform from first experience. Collaborating with Head of Customer Success to create, execute and optimise handover process to Customer Success and Support team for continued value extraction and satisfaction. Overseeing creation and continued improvements of materials for roll out implementation for users - could involve user training programs, new pillars of platform, new business initiatives. Examples of this include the development of digital-based learnings and content management. Collaborating with CS to monitor customer usage data and identifying areas for improvement in the onboarding process or the platform itself, including re-onboarding Building strong relationships with key customer contacts and acting as an advocate for their needs within the company during onboarding stages

Metrics and Reporting:

Ensuring the team is focused on the most relevant (KPIs) to track the success of the implementation process and client adoption. This will include metrics like time to value, customer satisfaction scores, and platform usage rates. Regularly reporting these metrics to LT and using data to identify areas for improvement.

Requirements

Minimum of 5 years in a senior role, including focused on people leadership, customer onboarding or implementation within a SaaS environment. Demonstrated ability to lead and inspire a team, fostering a culture of excellence and continuous improvement. Extensive experience in owning and optimizing the implementation process, with a particular emphasis on improving Time To Value (TTV). Ability to understand customer requirements and business objectives, translating these into effective onboarding strategies. Able to quickly learn industry nuances and customer needs to optimize platform configuration and maximize user self-sufficiency. Strong capability in navigating multi-level customer structures, from C-suite to end-users, to ensure smooth transitions and adoption.

Benefits

Salary range £100-114K (including 20% variable) . Salaries are benchmarked annually One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset) Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don't cap your allowance, but do set a minimum of at least 20 days per year plus national holidays. Private medical healthcare cover Group risk, life & disability contributions Flexible working arrangements, including remote (unless otherwise specified) Thoughtfully designed offices to support both individual work and collaboration without interrupting others Support setting up your home office, if appropriate (chair + desk, etc) Wellbeing benefits such as free yoga and access to trained therapists / counsellors Tailored personal development through training allowances, coaching, mentorship and career frameworks