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Implementation Solutions Manager

2 months ago

London, Greater London, United Kingdom Learn Amp Full time
About Learn Amp

Learn Amp is a rapidly growing, award-winning company on a mission to unlock each organisation's potential through the development and alignment of its people. In short, we're making work-life work better. We've built a unique People Development Platform that helps our global customers drive learning, connectivity, and performance in their people—all in one place.

Disrupting the people development industry isn't easy. Nothing worth doing ever is. But achieving our mission starts with making our own people's work-lives amazing You can expect to join a talented, ambitious team that cares about you.

Right now, we are looking to hire an implementation manager into our talented implementation team to play a vital role in ensuring our customers have the best possible start to their journey with us.

The Opportunity

You'll be joining a small, close-knit team where you can make a big impact right from the start. This role offers you the chance to take on significant responsibility early on, including line management. You'll get an inside look at how global companies approach Learning and Development, and you'll be a trusted advisor in helping them implement their strategies using Learn Amp's platform.

You will also oversee the performance and development of your team, ensuring they have the resources and support needed to succeed.

Your main responsibility will be to onboard new customers—often large-scale, global businesses with complex technical needs. You'll coach them on how to best set up and customise the platform to meet their goals and driving successful adoption post-launch. By building strong, lasting relationships, you'll ensure our customers have the best possible start to their journey with us, playing a crucial role in their long-term success.

Requirements

You'll have 3+ years' experience working as an Implementation Manager or similar role, with a proven record of successfully managing simultaneous projects.

Ideally, you've worked in the Learning and Development or HR Technology space, or have had experience working in a B2B SaaS scale-up. Additionally, you have experience implementing and/or administering a learning or HR Tech solution.

You have experience in line management, with a strong ability to guide, mentor, and develop junior team members.

You'll have a natural coaching style – a knack for asking great questions and building up a consultative partnership with customers. You care deeply about learning outcomes and helping others achieve success.

You're happy to roll up your sleeves and get stuck in - a fast-paced, start-up / scale-up environment excites you. Things change daily so you're adaptable and enjoy frequent feedback to help drive continual improvement.

What You'll Do
  • Lead implementation projects: Onboard new customers efficiently and effectively, using our proven 6-stage project methodology, typically spanning 8-12 weeks.
  • Understand customer needs: Learn about the customer's goals and how Learn Amp can help with their people development strategy and business objectives. Identify what success looks like for them and use good questioning and listening skills to fully understand their needs and priorities.
  • Design solutions: Coach new customers in implementing solutions that meet their goals, providing support through platform training, customer education resources, prototyping, and testing plans.
  • Support the wider customer journey: You'll also provide solutioning support at other parts of the customer journey using your implementation expertise, including pre-sales support and assisting existing customers post-launch, which may involve needs analysis, coaching sessions, demos, and scoping of technical and non-technical solutions.
  • Drive technical implementation: Lead the scoping and execution of technical work, including integration configuration and customisation. Address any technical issues promptly to ensure a smooth launch.
  • Manage relationships: Build and maintain positive, trusted relationships with customer stakeholders at all levels. Manage their expectations, negotiate solutions, and balance their needs with Learn Amp's interests. Support your team in developing similar relationships with customers.
  • Monitor and report metrics: Use tools like Typeform, Excel, and PowerBI to track and report on key metrics such as project timelines, budget utilization, customer satisfaction, and adoption rates. Provide regular updates to both customers and the Learn Amp leadership team.
  • Record and share information: Utilise HubSpot, Monday.com, and Confluence to document customer and project details, ensuring clear and consistent handovers to the Customer Success team. Ensure your team maintains accurate records and documentation.
  • Collaborate on improvements: Work with internal teams to provide product feedback and drive service enhancements. Lead initiatives to improve the implementation process and support the development of the implementation team.
Skills
  • Leadership experience: Demonstrated ability to manage and mentor a team, providing guidance and support to ensure high performance and professional development.
  • 3+ years' experience working as an Implementation Manager or similar role, managing simultaneous projects successfully.
  • Clear, confident and persuasive communicator: You quickly build rapport with senior stakeholders, establishing strong relationships at all levels.
  • Skilled presenter: You deliver meetings, presentations, and technical training confidently and professionally, keeping the audience engaged. Your visual and written materials are always accurate and well-prepared.
  • A coaching approach – you excel at asking the right questions at the right time, guiding customers to uncover insights about their goals and priorities, and empowering them to find their own solutions.
  • Technically adept: You are proficient in configuring or quickly learning LMS/LXP platforms and related software. You're comfortable working with integrated systems, including HR platforms with APIs, webhooks, video conferencing tools, data lakes, and BI tools.
  • Detail-oriented with a keen eye for patterns: You're a skilled technical troubleshooter, able to independently investigate issues, identify patterns, and determine next steps.
  • Experienced with project management tools: You have hands-on experience with project management and analytics tools such as Monday.com, the Atlassian Suite, HubSpot, and PowerBI, or similar platforms.
  • You get things done – you recognise that perfect can get in the way of good so instead you look to experiment and iterate, fast.
  • A creative mind who enjoys problem solving, getting results and continuous improvement.
  • Ability to prioritise, multi-task and perform effectively under pressure. Manage your own workload and support your team in handling multiple priorities effectively.
Key Deliverables

Success in this role means delivering Learn Amp projects on time and within budget while meeting customer expectations. You'll ensure customers are comfortable using the platform, achieve their user adoption goals, and become strong advocates for Learn Amp.

You'll also make sure technical tasks like data migrations and integrations are done well, providing lasting, automated solutions for both the customer and Learn Amp.

Additionally, you'll deliver impact with projects aimed at improving the implementation process and supporting other customer-facing teams, including managing and developing your team members. You'll also provide solutions support at other parts of the customer journey using your implementation expertise, including pre-sales support and assisting existing customers post-launch.

Work Life at Learn Amp

We're looking for people who share our four core values and want to contribute to building our culture.

1. Integrity: we're open, authentic, comfortable being vulnerable and practice 'benevolent honesty'

2. Innovation: we have a natural curiosity and we're comfortable with creative tension

3. Impact: we focus on delivering a positive impact, quickly; we're solutions and action-orientated

4. Ownership: we take initiative to bring about positive results, are self-reflective and hold ourselves accountable for the results of our actions

Benefits

Learn Amp is committed to supporting your work and personal life in an inclusive and flexible environment, with benefits including:

  • Salary: £50,000—£55,000 (dependent on experience).
  • Holidays: 25 days paid holiday, increasing with tenure, plus the option to buy additional leave.
  • Bank Holiday Substitution: Flexibility to use bank holidays elsewhere in the year.
  • Remote Work: 25 days work-from-anywhere, increasing with tenure.
  • Sabbatical Leave: Option after 5 years.
  • Employee Options Scheme: Available after 12 months.
  • Hybrid Work Model: Flexible working with a Central London office.
  • Equipment: Work laptop and £250 new joiner equipment budget.
  • Health Insurance: Private medical insurance with Vitality.
  • Wellbeing Support: Annual eye test and TalkLife Workplace platform.
  • Cycle to Work Scheme: Available.
  • Employee Perks Program: Perks at Work.
  • Company Social Events: Monthly events and weekly Lunch and Learn sessions.
  • Learning and Development: Commitment to your growth with internal mentors and external coaching.