Implementation Manager

2 weeks ago

United Kingdom Bridgewater Resourcing Solutions Limited Full time

Job Title: Implementation Project Manager (SaaS workforce management solutions)

Location: London Area Hybrid – Approx x2/Month at the London HQ / Occasional Onsite with UK clients)

Package: Circa £60k Fixed Plus Excellent Benefits

The Company

Our client is a rapidly growing SaaS company backed by Private Equity. They offer software solutions that revolutionise the way businesses manage their employee rosters and schedules, providing significant value to sectors including retail, entertainment, and hospitality. In addition, they empower employees to better manage their work life balance.

The unique AI/ML technology is reinventing how employees are scheduled by helping organisations ditch manual paper & excel based methods in favour of sleek, intelligent, and interactive digital rotas.

Due to exciting significant growth and demand for their products, they are seeking an experienced Implementation Manager to join the strategic team.

The Implementation Manager Role

As an Implementation Manager for clients, you will take ownership of building strategic relationships with key stakeholders across newly acquired client organisations to manage the entire implementation and adoption process of this SaaS solution.

The Responsibilities of the Implementation Manager

  • The post-sales effort by managing a portfolio of newly acquired clients, ensuring an exceptional onboarding roadmap and experience, product training, and promoting the adoption of the platform.

  • An in-depth knowledge about our platform and product development as well as in-depth knowledge of your clients and their goals for their newly acquired Workforce Management SaaS solution.

  • Is a high impact / high visibility role. You will be the Implementation and onboarding Manager and act as the primary POC for multiple C-Level client stakeholders, guiding and advising them on best practice of the SaaS solution and the adoption roadmap.

  • A consultative approach and applying a Project Management methodology, you will take overall ownership of the SaaS implementation timelines and deliverables.

  • As Implementation Manager, you will fully understand and document client requirements. You will facilitate the as-is and to-be business process decisions.

  • You will set and manage clients’ expectations throughout the implementation lifecycle, ensuring all stakeholders are updated on onboarding schedules; status and potential risks and/or issues.

  • You will advocate for further customer requirements internally with the Product and Technical teams.

  • You will advise clients on how to optimise their Platform workflow, recommending process changes to fit with best practice, sharing insights and transitioning to success.

  • You will confidently support the onboarding training team to ensure successful adoption across the client organisation.

  • You will have working knowledge of SQL to write an execute queries to enable trouble-shooting.

  • You will support client issues during implementation, to help investigate the root cause of an issue, this will involve reproducing the issue, in some cases using SSMS (SQL Server Management Studio) to investigate the database.

  • You will have a keen technical understanding and ability to translate between client and internal development teams. You will identify the need to raise tickets with the development team in order for them to set up as required.

The Ideal Candidate Profile

  • Demonstrable experiences of Project Managing the client onboarding process either within a Professional Services division or as part of a broader Customer Success team within a B2B SaaS business.

  • You'll possess proven Project Management skills with the ability to plan, prioritise, and deliver multiple client projects simultaneously.

  • You'll be experienced and comfortable managing senior client stakeholders, and the opportunity to work with enterprise clients.

  • You'll have a customer-centric approach, with a genuine desire to deliver the best for end-users.

  • You'll be comfortable to convey technical topics with ease, with the ability to understand and demonstrate the clear value of the platform.

  • You'll have some working experiences with SQL, and SQL Server Management Studio.

  • You'll understand the requirements of API Integrations.

  • You'll be commercially astute; detail-oriented; naturally curious and consultative; and driven to achieve successful project conclusions.

  • You'll demonstrate exceptional organisational and time management skills.

  • You'll be comfortable working in a fast-paced SaaS environment.

  • It's a distinct advantage if you already have experience within the Workforce Management or HCM-centric SaaS ecosystem or where your client base is within the Retail; Hospitality or Entertainment sectors.

The Required Experience and Qualities

  • 2+ years of demonstrable experience managing multiple SaaS client onboarding projects either within Customer Success or within Professional Services.

  • 2+ years’ experience working in a fast-paced SaaS environment.

  • Customer Success mindset.

  • Strong communication skills with an ability to distinctly explain adoption roadmaps and technical workflows with ease.

  • Executive-level engagement experiences within B2B SaaS.

  • An organised self-starter who takes the initiative to get things done and deliver results.

Candidates will have a distinct advantage if they have:

  • Worked in a fast-growing company environment and are willing to contribute wherever needed.

  • Experience implementing Project Management methodologies e.g. PMW etc

  • Open to change and can suggest improvements to processes.

  • Confident and self-motivated.

You will be joining at a time of fast growth. You'll have the opportunity to learn a great deal, in a supportive environment and to impact the business and make a positive impact at this critical phase in our company. You will get to work in a high-trust environment, where you’re given the freedom and support to succeed without internal politics and endless red-tape

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