Implementation Manager - Education

Recruiter
Jobfinders
Location
Bermuda Park
Salary
£35,000 per annum
Posted
04 Oct 2017
Closes
18 Nov 2017
Contract Type
Full Time

We’re looking for a Manager to be responsible for the implementation of the solution in clients. Local Authorities. Taking new customers from handover from sales through to successful launch, this is a multi-task role where your team will be handling implementations concurrently. You’ll need to ensure the team

  • understands the specific requirements for each client,
  • helps clients achieve success measures,
  • delivers a great implementation experience,
  • supports clients with issues and forges a great relationship between our customers and our business.

We’re looking for a dynamic individual who is looking to challenge themselves and work in a fast-growing business.

Key Accountabilities:

  • Performance metrics - include but not be limited to time to "first value", telephone statistics, support figures and customer feedback data
  • Strong leadership of the implementation/training team
  • Overall responsibility for new customer setup requests ensuring they are accurately and professionally recorded and maintained
  • Development and maintenance of implementation processes and training materials for existing customers
  • Provision of comprehensive training to customers ensuring they become fully conversant with the features and benefits of the provided solution.
  • Improvement of the training experience, increasing the customer feedback score.
  • Reduction in time taken for new sales to go live, minimising implementations becoming stalled.
  • Delivery of key implementation projects.
  • Escalation of critical issues to enable swift resolution
  • Efficient handover from implementation to 'business as usual’ support upon completion of training and appropriate customer signoff.
  • Continual delivery of high quality training while striving to be as cost effective as possible.

Person Specification

Key Requirements:

Experience:

Technical background, with strong hands-on understanding of technical platforms and be able to talk eloquently with customers

Understanding of SaaS models

Confident working in a structured and unstructured solution delivery environment and deal with ambiguity

Great communicator internally as well as externally. Happy to spend time talking with our customers to understand their objectives and needs, to plan and scope implementations accordingly.

Pro-active attitude, ability to communicate consultatively and manage expectations

Able to work unsupervised as wells as part of a team, taking overall responsibility to implementation and training.

Significant commercial acumen and a strong customer focus

Organised, able to meet deadlines, work well under pressure and deliver on many things at once

Skills and Knowledge:

Working with SaaS products

Equipment Provided:

Laptop

Mobile

Terms and Conditions:

25 days holiday per year (pro rata if part-time)

8 Bank Holidays

Benefits

Pension

After 3-months

Private Medical Insurance

After 12-months service

Life Assurance

After successful probation