The Role
Our delivery team is moving into a new SaaS world: AI-first thinking, optimised and scalable. As we modernise how we onboard clients across the portfolio, this is a rare opportunity to join the business at a pivotal moment and have direct input into the way we work, the tools we use and the experience we deliver.
The Opportunity
This is more than a delivery role. As we consolidate and standardise implementation across our product portfolio, you will help define the standard for how we onboard every client, then put automation and AI to work in service of a faster, more measurable client experience. You will have the autonomy to shape ways of working, not just follow them.
In this role you will:
Improve our ways of working, processes and documentation.
Consolidate and standardise delivery across the product portfolio.
Build repeatable frameworks and workflows that scale.
Design and deliver scalable implementation paths across all products.
Develop a client-centric approach that leverages AI and automation to improve the client experience and shorten time to value in a measurable, demonstrable way.
What you will do:
Support large product migration projects and delivery of BAU as required.
Manage multiple concurrent onboarding projects across a range of technical products, ensuring delivery within agreed timescales.
Create comprehensive project plans and proactively monitor progress throughout the project lifecycle.
Review & digest handovers from sale, ensuring all project requirements, scope and client expectations are clearly defined before implementation begins.
Provide regular project updates to both internal and external stakeholders, ensuring clear communication of progress and expectations.
Deliver projects on time, within budget and to the highest quality standards (TTV & CSAT).
Engage with client stakeholders throughout the onboarding process, ensuring accountability for tasks, milestones and deliverables.
Produce status reports covering project milestones, deliverables, dependencies, risks and issues, escalating concerns where appropriate.
Build and maintain strong client relationships throughout the implementation phase
Facilitate and lead project meetings, workshops, training sessions and stakeholder reviews.
Conduct quality assurance checks on all project deliverables prior to completion.
Evaluate project outcomes and identify opportunities for continuous improvement.
Work closely with Support and Client Success teams to enhance the overall client experience.
Contribute to the development and maintenance of Standard Operating Procedures (SOPs), knowledge base articles and training materials across all technical products.
Gather, report and respond constructively to client feedback, ensuring concerns are addressed effectively.
Manage client objections professionally, following established escalation procedures and maintaining ownership of all client communications.
Identify and communicate opportunities for upselling and cross-selling additional services throughout the onboarding journey.