{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Implementation Manager (15849B3)","description":"

Referment is working with a fast-growing technology company providing software to charities, community organisations and public sector customers.

They're looking for a Customer Implementation Manager to take ownership of new client onboarding and help customers successfully adopt the platform. This role is based in our London office 4 days a week, so being local to London or willing to relocate is essential.

This is a hands-on role combining implementation, customer success, project management and process improvement. You'll work with multiple customers simultaneously, taking them from initial kick-off through to successful launch and ongoing adoption.

The customer base is varied and often non-technical, so the ability to understand problems, explain technology simply and build strong relationships is just as important as traditional SaaS experience.

The Role\n\n

Customer Onboarding & Implementation\n\n

Taking full end-to-end ownership of customer implementations from initial kick-off through to go-live and ongoing adoption.Managing multiple concurrent client projects and priorities, typically handling 6-8 engagements at any one time.Breaking complex implementations into clear, manageable phases.Setting timelines and managing customer expectations.Understanding how customers currently operate and helping them translate their requirements into effective use of the platform.Training users with varying levels of technical confidence, adapting your communication style for non-technical administrators.Helping customers adopt new functionality and get increasing value from the product.Identifying issues that genuinely affect implementation and prioritising them appropriately.Supporting data migrations, API integrations, and other technical aspects of onboarding.Visiting customers where required to understand how they work in practice.\n\n

Taking full end-to-end ownership of customer implementations from initial kick-off through to go-live and ongoing adoption.

Managing multiple concurrent client projects and priorities, typically handling 6-8 engagements at any one time.

Breaking complex implementations into clear, manageable phases.

Setting timelines and managing customer expectations.

Understanding how customers currently operate and helping them translate their requirements into effective use of the platform.

Training users with varying levels of technical confidence, adapting your communication style for non-technical administrators.

Helping customers adopt new functionality and get increasing value from the product.

Identifying issues that genuinely affect implementation and prioritising them appropriately.

Supporting data migrations, API integrations, and other technical aspects of onboarding.

Visiting customers where required to understand how they work in practice.\n\n

Customer Operations & Process Improvement\n\n

Building and standardising scalable, repeatable customer onboarding processes and documentation from scratch.Producing client-facing process maps, solution documentation, and roadmaps.Help manage customer support and resolve issues.Identify opportunities to automate repetitive work.Track customer feedback and feature requests.Work closely with the product and engineering teams to communicate customer priorities.Identify patterns across customer feedback and turn them into useful product insights.Help develop scalable customer success processes as the customer base expands.\n\n

Building and standardising scalable, repeatable customer onboarding processes and documentation from scratch.

Producing client-facing process maps, solution documentation, and roadmaps.

Help manage customer support and resolve issues.

Identify opportunities to automate repetitive work.

Track customer feedback and feature requests.

Work closely with the product and engineering teams to communicate customer priorities.

Identify patterns across customer feedback and turn them into useful product insights.

Help develop scalable customer success processes as the customer base expands.\n\n

What We're Looking For\n\n

You could already be working within Customer Success, Implementation, Onboarding, Professional Services, or as a CRM Consultant, but we're equally interested in people who have developed the right skills elsewhere. What matters most is your implementation methodology rather than expertise in a specific SaaS platform.

Requirements\n\n

The ability to work on-site in our London office 4 days a week.Proven experience managing multiple concurrent implementations simultaneously.Direct experience working with charities, non-profits, or the public sector (e.g. NHS, government agencies).A track record of taking clients through the full end-to-end onboarding lifecycle.Excellent customer communication and relationship-building skills.Confidence working with customers who aren't particularly technical and the patience to teach new systems clearly.Strong problem-solving skills and the confidence to challenge a customer's proposed solution when necessary.A structured approach to project delivery and the ability to turn recurring work into documented processes.Comfort working within a fast-moving and changing environment.\n\n

The ability to work on-site in our London office 4 days a week.

Proven experience managing multiple concurrent implementations simultaneously.

Direct experience working with charities, non-profits, or the public sector (e.g. NHS, government agencies).

A track record of taking clients through the full end-to-end onboarding lifecycle.

Excellent customer communication and relationship-building skills.

Confidence working with customers who aren't particularly technical and the patience to teach new systems clearly.

Strong problem-solving skills and the confidence to challenge a customer's proposed solution when necessary.

A structured approach to project delivery and the ability to turn recurring work into documented processes.

Comfort working within a fast-moving and changing environment.\n\n

Preferred Skills\n\n

Strong technical implementation experience, particularly with data migrations, historical data conversion, and API integrations.Experience building onboarding documentation, guides, and scalable processes from the ground up.\n\n

Strong technical implementation experience, particularly with data migrations, historical data conversion, and API integrations.

Experience building onboarding documentation, guides, and scalable processes from the ground up.\n\n

This could suit a Customer Success Manager, Implementation Manager, Customer Onboarding Manager, Implementation Consultant or Project Manager, as well as someone looking to move into technology from another client-facing environment.

#Referment

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