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Customer Success Lead
3 months ago
Position: Head of Implementation (Onboarding)
Location: Hybrid role
Compensation: Up to £75,000
Role Overview
As the Head of Implementation, you will be responsible for ensuring the successful delivery of our solutions to both new and existing clients. Your proactive approach will help identify and address any challenges to guarantee optimal outcomes from every implementation. You will manage a diverse range of customer onboarding projects, each varying in size and complexity, while consistently seeking opportunities for improvement and value addition. Building strong relationships with clients and applying rigorous project management practices will be essential in this role. You will become a subject matter expert on our platform, collaborating effectively to meet our clients' needs. Your ability to communicate transparently across teams will be vital, as you contribute significantly to the growth of our organization.
Key Responsibilities:
- Overseeing the onboarding process for customers, ensuring a smooth transition from sales to effective platform utilization.
- Serving as the main point of contact for clients, managing all communications and resolving inquiries throughout the onboarding journey.
- Creating detailed onboarding strategies that align with customer success and retention objectives.
- Managing integration setups, proactively identifying and addressing any feature discrepancies or challenges.
- Tracking and reporting on onboarding progress, coordinating with internal teams and providing regular updates to stakeholders.
- Encouraging early user activation and effectively managing user inquiries and issues.
- Continuously refining onboarding procedures to boost efficiency and enhance customer satisfaction.
Required Experience:
- Experience in project management for the implementation of SaaS solutions with large-scale, complex enterprise clients.
- Leading customer relationships and managing the comprehensive onboarding experience.
- Successfully executing multiple concurrent projects in a dynamic environment.
- Designing and implementing technology, process, and business transformation solutions.
- Understanding of business and process change management principles and methodologies.
- Facilitating workshops to gather current and future state insights.
- Experience in HR technology or a demonstrated ability to quickly adapt to new products and sectors.
- Exceptional communication and influencing abilities, both written and verbal.
- High proficiency in digital tools, including analytics, spreadsheets, and presentation software.
- Strong organizational capabilities with a focus on fostering efficiency and continuous improvement.
To thrive in this role, you will need to be "Start-up ready". A proactive mindset, a positive attitude towards change, and a commitment to continuous improvement are essential. You should be adaptable, willing to exceed expectations, and comfortable working in a fast-paced, ambiguous environment.
