Technical 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

• Become a subject matter expert on our tech stack and all necessary software for our apprenticeship programs, forging a smooth experience for our clients and apprentices.

• Provide thorough technical/IT support to our clients, gain intricate knowledge of their tech stack to warrant that all required tools and software are accessible to their employees (apprentices).

• Troubleshoot access issues, including mail server configurations (whitelisting, rulesets, O365 connectors, inbound/outbound security scanning), security products, and enterprise deployment.

• Offer technical support and troubleshooting to our apprentices, identifying unique issues that our centralised support team may not be able to solve.

• Leverage client data and feedback to evaluate challenges, identify effective processes, and solutions that will improve customers' tech-readiness and drive business outcomes.

• Collaboratively work with Go-to-Market and Delivery teams to analyse client-specific needs and implement agreed customizations to our tech stack.

Requirements

• Must have a proven track record in building relationships with clients, launching them onto products, and collaborating effectively with sales and customer success teams.

• Though not required to be an engineer, a broad understanding of IT systems, firewalls, allowlisting, and an appreciation of corporate IT policies.

• Should have knowledge of databases (like Microsoft SQL Server/PostgreSQL), data access, and organisation licence provisions.

• Ability to communicate confidently and concisely with both business and technical stakeholders.

• Prior experience working with high expectation stakeholders and possessing the skills to maintain trust under challenging situations is vital.

• A focus on problem-solving, collaboration, and is solutions-focused.

• Must be data-driven and adept at collating information to provide insightful analyses and trends.

• Should be comfortable and excited about working in a scale-up environment with changing and evolving systems.

About you and your skills

• Technical Expertise: Proficiency in a range of IT systems, software, and databases relevant to the role.

• Relationship-building: Proven ability to forge and sustain relationships with clients, apprentices, and cross-functional teams.

• Communication Skills: Able to confidently and clearly communicate with both business and technical stakeholders.

• Problem-Solving Prowess: Reflects a strong ability to troubleshoot and solve complex technical issues.

• Data Analysis: Applies a data-driven approach to decision-making, framed by an ability to gain insights from various data points.

• Agility: Comfortable with rapid changes, able to adjust strategies in a dynamic, scaling environment.

• Project Management: Ability to efficiently manage client onboarding projects and adhere to timelines.

• Collaboration: Demonstrates a strong inclination towards teamwork, working harmoniously to achieve common objectives.

• Customer Focus: Dedication to enhancing the client and apprentice experience and providing exceptional technical support.

• Resilience: Ability to handle pressure and challenges whilst maintaining performance and positivity.

• Strategic Thinking: Able to evaluate and improve current technical processes for future growth.

• Learning Agility: Quick to learn and keep up to speed with new apprenticeship programs, tools, and software.

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.

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.