Executive

Implementation Manager

The Role

Are you passionate about creating exceptional customer experiences and helping customers succeed from day one?

Do you thrive in fast-paced environments where your ability to organise, educate, and build strong relationships sets customers up for long-term success? If so, this is an exciting opportunity to join our Customer Success Team as an Implementation Manager.

In this role, you'll play a key part in setting our customers up for long-term success - working closely with them to understand their goals and challenges and guiding them through the onboarding and implementation process. You'll ensure they feel confident using our platform, have clear visibility of their implementation progress, and are empowered to start seeing value quickly.

Key Responsibilities

Customer Onboarding & Enablement

• Lead engaging implementation sessions, and training webinars to help customers get started confidently.
• Host regular live webinars for new customers, providing practical guidance and best practices for success.
• Configure accounts and optimise setup for each customer's specific needs, ensuring a smooth implementation.
• Act as the primary point of contact during the implementation phases, managing expectations and timelines.
• Identify and remove any blockers to success - whether technical, process-related, or knowledge-based.

Customer Relationship & Experience

• Build trusted relationships with customers by providing proactive communication, guidance, and reassurance.
• Understand each customer's goals and tailor their onboarding journey to achieve measurable outcomes.
• Ensure every customer transitions smoothly into ongoing success management, ready to realise the full value of our platform.

Internal Collaboration & Continuous Improvement

• Work closely with Sales, Support, and Customer Success teams to ensure a joined-up experience across the customer lifecycle.
• Provide clear feedback and insights from implementation experiences to drive improvements in processes and product usability.
• Contribute to continuous improvement initiatives within the Customer Care Teams.

About You:

We're looking for someone who combines strong organisation and communication skills with a natural ability to engage and educate customers. You'll be the kind of person who takes ownership, finds solutions, and genuinely enjoys helping others succeed.

Key skills and attributes:

• 1+ years' experience in customer onboarding, implementation, customer success, or account management.
• Excellent communication and presentation skills - confident running Teams meetings, webinars, and product demos.
• Strong organisational skills with the ability to manage multiple clients and priorities simultaneously.
• Empathy and patience when guiding customers through new systems or processes.
• Tech-savvy, with the ability to quickly learn new platforms and tools (Salesforce or Planhat experience is a plus).
• A proactive, solution-focused mindset - you anticipate challenges and act quickly to resolve them.
• A genuine passion for delivering exceptional customer experiences.

Why Join Us?

You'll be joining a company that believes in creativity, quality, and simplicity - and where our people make it happen every day. We care deeply about what we do and how we treat each other. You'll be supported, trusted, and encouraged to grow.