Implementation Manager

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 Multiverse continues to evolve as a SaaS-ready organisation, we seek an experienced and dynamic Implementation Manager to join our Customer Success Operations Team. This role acts as an essential bridge between the various phases leading up to our “Flying Start”. The Implementation Manager will play a critical role, steering the process from post-sales phases through to successful client onboarding onto our platform. Utilising SaaS-based implementation methods, they will focus on relationship-building, meet fulfilment targets and ensure clients are equipped to make full use of our product.

Specifically, you will

• Collaborate with Go-To-Market teams, including Sales, Customer Success, Admissions, and Delivery teams, to manage and implement large-scale, customised launches.

• Develop and maintain effective launch project plans ensuring timely completion of pre-launch activities while adhering to key deadlines.

• Oversee the fulfilment and implementation process post-B2B sales, proactively identifying and addressing any potential risks to revenue.

• Assist infosec teams in conducting technology checks and ensure apprentices can fully access and effectively make use of our platform and necessary software.

• Provide client support, delivering an exceptional onboarding experience and successful program launch while setting the stage for enduring success.

• Maintain direct communication with clients, including Champion and HR teams, and Apprentice Managers to assist them in fully utilising our platform.

• Implement feedback from both internal and external stakeholders for continuous improvement and process enhancement.

• Identify and execute process improvement initiatives to enhance operational efficiency and improve client satisfaction.

About you

• Significant experience in fostering relationships with clients and working collaboratively with commercial teams, including sales and customer success.

• Proven track record in project management, particularly in guiding complex projects across diverse stakeholders.

• Solid operational experience in creating scalable SaaS-based processes and systems with a consistent focus on efficiency.

• Exceptional interpersonal and communication skills for managing internal and external relationships.

• Demonstrated data analysis proficiency, managing multiple data sources to provide insightful analysis for internal and external review.

• Background in operating in a fast-paced, changing environment with a demonstrated ability to adapt and meet challenges.

• Resilience, initiative, and a customer-focused mindset combined with unwavering commitment to achieving success.

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 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.