Head of Implementation

Job Description

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

As we continue our evolution towards a SaaS-ready organisation, we are seeking a strategic and results-driven Senior Manager to head our Implementation Team within the Customer Success Operations at Multiverse.io. This senior leadership role will oversee all Implementation Managers, ensuring that clients are matched with the appropriate implementation manager and overseeing the fulfilment targets and health of all deals launching each quarter. Operating cross-functionally with other business leaders, the Head of Fulfilment also plays a pivotal part in transitioning the team into a SaaS-ready implementation unit, thereby enriching our onboarding systems and processes.

Responsibilities

• Oversee and manage the team of Implementation Managers, assigning them to relevant clients and deals, and ensuring successful onboarding and launch experiences.

• Monitor quarterly fulfilment targets and overall health of all deals launching each quarter to ensure targets are met consistently.

• Work seamlessly with sales and CSM leadership to support the client relationship and ensure that all clients experience a delightful onboarding and are able to access and utilise our product and services to its full potential

• Collaborate closely with tech teams to automate and streamline our onboarding systems, equipping the team with the necessary expertise to onboard clients effectively.

• Ensure we have effectively set up our technical expertise and are able to service the infosec and technical needs of our clients

• Liaise with the Delivery teams to ensure accurate projections on the number of apprentices launching are shared, enabling effective assignment of apprentices to coaches.

• Foster process improvements cross-functionally to enhance operational efficiency and client satisfaction.

• Lead and support the team in their transition to a SaaS-ready implementation team within the customer success operations organisation.

Requirements

• Experience in a senior leadership role, preferably within a SaaS or similar organisation.

• Proven ability to guide cross-functional teams towards achieving fulfilment targets and overseeing complex projects.

• Excellent in building and maintaining relationships with internal stakeholders, and a history of successful collaboration with tech and delivery teams.

• Demonstrated capability in managing client onboarding systems and streamlining SaaS-based processes.

• Strong organisational and analytical skills, with a data-driven approach to decision making.

• Exceptional communication abilities to liaise with multiple internal and external stakeholders.

About you and your skills

• Leadership: Demonstrated ability to manage, mentor, and lead a team.

• Strategic Thinking: Capable of developing effective strategies for onboarding and implementation, and for achieving targets.

• Collaboration: Proven success in working alongside cross-functional teams and fostering collaboration for improved outcomes.

• Operational Efficiency: Track record of improving operational processes, particularly in relation to onboarding and SaaS implementation.

• Strong Communication: Excellent written and spoken communication skills for effective liaison with various stakeholders.

• Relationship Management: Ability to build and maintain effective relationships with internal stakeholders and clients.

• Tech-Savvy: Well-versed with SaaS and other relevant technologies; comfortable with tech-based solutions for process improvement.

• Analytical Skills: Can utilise data-driven insights to guide decision making and improve operational performance.

• Problem-Solving: Able to anticipate potential issues and devise effective solutions, ensuring smooth operations and client satisfaction.

• Adaptability: Comfortable in a fast-paced, evolving environment; can shift strategies as needed to meet changing demands and circumstances.

• Client-Centric: Always places the needs and satisfaction of the client as a top priority.

• Organisational Skills: Exceptional ability to manage multiple tasks, set priorities, and maintain order in a fast-paced environment.

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.