Implementation Lead

3 weeks ago

Manchester, United Kingdom AccessPay Full time

The Implementation Lead is responsible for overseeing the successful implementation of all new customers to the company and any changes to our existing customer base. This role reports directly to the Director, Customer Success.
- Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers our aim is to build strong relationships with our customers whilst creating a great experience at every opportunity. To achieve this the Implementation lead will work closely with our Head of Customer Success and Head of Customer Operations, to identify any issues, review our customer processes, manage incidents, work to reduce customer churn plus own other customer impacting activities.
- This role leads a team of Implementation Managers ensuring all projects are delivered on time and within budget whilst maintaining strong customer relationships. The Implementation Lead will work with the Senior Technical Specialist to create and deliver coaching plans for the team as well as the wider AccessPay teams to improve the overall onboarding experience.
- This role will also play a critical role in driving operational efficiencies and will also take the lead for building the processes, procedures, tooling, and personnel required for a world-class customer service which blows the mind of our customers every time. The Implementation Lead is an expert in our products, platform, markets and crucially our customer base, and acts as a leader to ensure that all members of his / her team are equally proficient in these key areas.**Key Responsibilities**:

- Oversee the planning and execution of projects to ensure timely and efficient delivery.- Manage the team by holding regular project status meetings and communicate updates to stakeholders and senior leaders.
- Develop and implement strategies for successful implementation projects.
- Collaborate with cross-functional teams to define project scope, objectives, and deliverables. This includes the sales teams to ensure a seamless transition from sales through to onboarding.
- Manage and allocate resources to meet project requirements.
- Monitor progress of all projects, identifying any risks or issues whilst taking proactive measures to mitigate them.
- Proactively manage and monitor implementation project cost and review professional service fees for prolonged projects.
- Create a culture of continuous improvement and innovation within the team.

**Skills, Knowledge and Expertise**:

- An excellent people manager with demonstrable experience managing implementation teams.- You may have held similar titles such as Head of Customer Onboarding, Head of Projects.
- A proven track record of managing and developing high performing teams.
- Excellent project management skills with an in depth understanding of project delivery concepts and resource allocation.
- You have an inquisitive mind and look to achieve operational excellence by challenging the norm.
- You look for optimisation of processes and can work with wider teams to deliver.
- Will understand the importance of operational processes and the importance of KPIs.
- Use data to make decisions and always have a mindset of continuous improvement.

**Benefits**:

- You will be entitled to 25 days’ holiday + 8 bank holidays increasing with length of service.
- Birthday off work
- 2 Volunteer days a year.
- The option to purchase additional days holiday.
- We operate a contributory pension scheme which you will be auto-enrolled into from day one of employment.
- Free Gym Membership with Pure Gym or Wellbeing Allowance
- Enhanced maternity, paternity, and adoption leave
- Share option scheme after probation
- Cycle to work scheme after probation
- Health cash plan
- Free breakfast & lunch food when in the Manchester office
- Discounted Parking in Manchester
- Access to training - both internal and external
- Check out our Company page on the Great Place to Work website:

- Working at AccessPay | Great Place To Work® UK**About AccessPay**:

- AccessPay is a fintech company committed to making banking operations smart, simple and secure through automated payments and cash management. We empower finance and treasury teams with access to technology that gives corporates the same experience that we as consumers have come to expect in our day-to-day lives.
- Head quartered in Manchester we have a diverse, supportive and inclusive workplace culture. We provide people with the balance of remote of office working they need to thrive. Whilst AccessPay continues to grow, we remain a start up at heart but continue to grow agile teams, working cross functionally, learning from each other and not being afraid to take on ambitious challenges.- AccessPay is an Equal Opportunity Employer. As part of our values, we are committed to supporting inclusion and diversity at AccessPay. We actively celebrate colleagues’ diffe

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