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Implementation Manager

3 weeks ago

London, Greater London, United Kingdom Culture Amp Full time

Join us on our mission to make a better world of work. 

Culture Amp is the world's leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world's top private cloud companies by Forbes and most innovative companies by Fast Company.

For more information visit

About the role

The Implementation Manager is responsible for ensuring that our customers successfully integrate and utilize Culture Amp's platform. You will work closely with new and existing customers to guide them through the initial onboarding process through to full implementation and specific account or product-related projects to achieve time-to-value. This role also partners closely with key internal stakeholders like People Science, Customer Trainer and Customer Success Manager on service needs for customers, ongoing collaboration and support. 

This role also acts as a liaison between the customer and the company, gathering feedback to help improve the product and customer experience. A core focus is around fostering customer relationships and delivering exceptional service to help our customers achieve their desired implementation outcomes that help maximize the value they receive via Culture Amp's platform. Overall, the role leverages a blend of strong technical/platform knowledge, project management expertise, and strong customer service skills to ensure successful implementation experiences and customer satisfaction. 

You will:

  • Be responsible for helping customers see 'meaningful first value' in the platform through successful delivery of account and product related projects - Oversee and lead the end-to-end implementation process for new and existing customers ensuring projects (Account Setup or Product Launches) are delivered on time within the customer's activation window, within scope, and meet or exceed customer expectations.
  • Configure and customize the platform per customer's specific objectives and requirements - Collaborating with clients to understand, gather and document their specific objectives, requirements and workflows to customize the platform or survey set-up accordingly; Ensuring the customized solution is aligned with the customer's HR systems, business processes and helps them meet their strategic goals.
  • Resolve Customer Issues/Escalations during Implementation - Act as a primary point of contact for clients to address and resolve any issues or challenges that may arise during implementation and resolve them in partnership with relevant stakeholders and cross functional partners in the business while keeping your People Leader informed; Proactively identifying and helping unblock customer barriers to successful implementation
  • Project Management & Delivery - Create project plans that align to customer requirements and Success Plan and manage customer through this plan and timeline to achieve value
  • Represent the Voice of Customer and Continuous improvement - Submit product feedback to inform the Product Team of customer needs and market trends; Gather customer feedback during and post-implementation to identify areas for improvement and influence future cycle launches; Contribute to the continuous learning and development of the team by sharing insights and experiences.
  • Stakeholder Engagement & Communication - Partner with PS, Trainer and Customer Success Manager by sharing regular updates on implementation progress, reaching out for active partnership on service needs within the project plan and ensuring seamless transitions for customer
  • Process Documentation - Documenting the customer's configurations and decisions at the end of each implementation to ensure efficient handoff/transfer of information to the Customer Success Manager and other IMs the customer may collaborate with in the future.

You have:

  • Proven track record of successfully managing and implementing projects, preferably in a customer facing role
  • Ideally 1 - 3 years' experience of implementing SaaS products with customers
  • Experience with project management, customer success, or a related field
  • Excellent communication and interpersonal skills to interact effectively with clients as well as internal teams and key stakeholders in the business
  • Problem-solving abilities and a proactive approach to identifying and addressing potential issues
  • Ability to clearly articulate technical topics to a non-technical audience

We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are: 

  • Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
  • Programs, coaching, and budgets to help you thrive personally and professionally
  • Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
  • Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
  • Team budgets dedicated to team building activities and connection
  • Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
  • Extended year-end breaks: An extended refresh period at the end of year
  • Excellent parental leave and in work support program available from day 1 of joining Culture Amp
  • 5 Social Impact Days a year to make a positive impact on the community outside of work
  • MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
  • Medical insurance coverage for you and your family (Available for US & UK only) 

Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place. 

We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you're interested: we'd love to know how you can amplify our team with your unique experience

If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding roles in Germany). These questions are completely optional, but your participation truly helps. By sharing this anonymous information, you support our efforts to build a more inclusive and equitable hiring process—and help us hold ourselves accountable to that commitment. Your responses are entirely confidential and will not impact hiring decisions.

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact .com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact