Head of Implementation

1 month ago

Devon, United Kingdom ISL Talent Full time

Head of Implementation (Onboarding)


Location: Hybrid role (Devon or London)

Salary: up to £75k



Job Purpose


As Head of Onboarding, you will take ownership of the excellent delivery of our solutions to our customers – existing and new. You will enjoy proactively seeking out and filling any gaps to ensure successful customer outcomes from every implementation. You will manage multiple customer onboardings of varying sizes and complexity while continually looking for improvements, efficiency, and adding value along the way. You will build trusted relationships with customers and apply exceptional project management rigor to all our projects. You will become an expert in our platform, collaborating to find solutions to our customers’ needs. You will excel in cross-functional communication and transparency. You will play a key role in the growth of our business.



Responsibilities:


  • Leading and overseeing customer onboarding, ensuring a seamless transition from sales to successful platform adoption.
  • Acting as the primary point of contact for customers, managing all interactions and addressing queries during the onboarding process.
  • Developing comprehensive onboarding plans, aligning activities with customer success and retention goals.
  • Overseeing integration setups, identifying and resolving any feature gaps or issues.
  • Monitoring and reporting on onboarding progress, coordinating internal delivery teams and providing regular updates to stakeholders.
  • Driving early adopter activation and manage user queries and issues effectively.
  • Continuously optimise onboarding processes to enhance efficiency and customer satisfaction.



Experience:


  • Project managing the implementation of SaaS technologies with large scale, complex enterprise customers
  • Leading the customer relationship and managing the end to end onboarding experience
  • Successfully delivering concurrent and varied projects in a fast-paced environment
  • Shaping and delivering tech, process, and business change solutions.
  • Business and process change management principles and methodologies
  • Facilitating sessions to extract current and future state positions.
  • Ideally experience in HR Tech or an ability to demonstrate quickly getting up to speed with new products and industries
  • Highly effective communication and influencing skills, both written and verbal.
  • High level of digital literacy in analytics, spreadsheets, and presentation software.
  • Strong organizational skills with a focus on creating and maintaining efficiency and continuous improvement.



To be successful working with us you will be “Start-up ready”. You are naturally proactive, have a positive attitude to change; have a continuous improvement mindset, are flexible, always happy to go beyond your brief; enjoy working at pace and comfortable with ambiguity.

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