Implementation Manager at Rotageek

Job Description

The Company

At Rotageek we help businesses perfectly predict and meet demand by using data-driven tech to effectively and fairly schedule staff. We use algorithms and machine learning to identify patterns that would otherwise go unnoticed - providing best-in-class business forecasting and workforce management.

We help nationally recognised brands as well as small to medium-sized enterprises to move from current WFM solutions or paper and excel based rotas to intelligent and interactive schedules and in turn, are able to demonstrate not only reduced admin time and costs but increased footfall conversion, increased transaction value and increased customer NPS. Furthermore, we help our customers’ employees gain more ownership over their hours - improving their work-life balance – and reducing staff churn.

Rotageek is a fast-growing B2B SaaS company currently focused on the retail and healthcare verticals within the UK.

The Role
As an Implementation Manager for Rotageek’s clients, you will take ownership of building strategic relationships with key stakeholders across newly acquired client organisations to manage the entire implementation and adoption process of this SaaS solution.

The Responsibilities
• Leading the post-sales effort by managing a portfolio of newly acquired clients, ensuring an exceptional onboarding roadmap and experience, product training, and promoting the adoption of Rotageek's solutions.
• Establishing an in-depth knowledge about our platform and product development as well as in-depth knowledge of your clients and their goals for their newly acquired Workforce Management SaaS solution.
• This is a high impact / high visibility role. You will be the Implementation and onboarding Manager and act as the primary POC for multiple C-Level client stakeholders, guiding and advising them on best practice of the SaaS solution and the adoption roadmap.
• Taking a consultative approach and applying a Project Management methodology, you will take overall ownership of the SaaS implementation timelines and deliverables.
• As Implementation Manager, you will fully understand and document client requirements. You will facilitate the as-is and to-be business process decisions.
• You will set and manage clients’ expectations throughout the implementation lifecycle, ensuring all stakeholders are updated on onboarding schedules; status and potential risks and/or issues.
• You will advocate for further customer requirements internally with the Product and Technical teams.
• You will drive continuous improvement in adoption and user satisfaction.
• You will advise clients on how to optimise their Rotageek workflow, recommending process changes to fit with best practice, sharing insights and transitioning to success.
• Act as an expert on Rotageek’s features and functionality, you will confidently support the onboarding training team to ensure successful adoption across the client organisation. You will advise on best practices in Quality Management and offer coaching where needed.
• You will have working knowledge of SQL to write an execute queries to enable trouble-shooting.
• You’ll support client issues during implementation, to help investigate the root cause of an issue, this will involve reproducing the issue, in some cases using SSMS (SQL Server Management Studio) to investigate the database.
• You will have a keen technical understanding and ability to translate between client and internal development teams. You will identify the need to raise tickets with the development team in order for them to set up as required.
• Work closely with the internal Business Development, Account Management and Technical Support teams.
• You will also work closely with the internal Senior Leadership team to refine and improve processes and be proactive in driving new projects and initiatives.
• Nurturing client advocacy by proactively seeking testimonials, references and case studies.

The Ideal Candidate Profile
• Has demonstrable experiences of Project Managing the client onboarding process either within a Professional Services division or as part of a broader Customer Success team within a B2B SaaS business.
• You will possess proven Project Management skills with the ability to plan, prioritise, and deliver multiple client projects simultaneously.
• You will be experienced and comfortable managing senior client stakeholders.
• You have a customer-centric approach, with a genuine desire to deliver the best for end-users.
• You will be comfortable to convey technical topics with ease, with the ability to understand and demonstrate the clear value of Rotageek’s SaaS solution.
• You will have some working experiences with SQL, and SQL Server Management Studio.
• You will understand the requirements of API Integrations.
• You will be commercially astute; detail-oriented; naturally curious and consultative; and driven to achieve successful project conclusions.
• You will demonstrate exceptional organisational and time management skills.
• You will have excellent communication skills and are comfortable working in a fast-paced SaaS environment.
• You will ideally have experience of mentoring and coaching team members.
• There is a distinct advantage if you already have experience within the Workforce Management or HCM-centric SaaS ecosystem or where your client base is within the Retail; Hospitality or Entertainment sectors.

The Required Experience and Qualities
• 2+ years of demonstrable experience managing multiple SaaS client onboarding projects either within Customer Success or within Professional Services.
• 2+ years’ experience working in a fast-paced SaaS environment.
• Exceptional Customer Success mindset.
• Displays strong communication skills with an ability to distinctly explain adoption roadmaps and technical workflows with ease.
• Exceptional executive-level engagement experiences within B2B SaaS.
• Is an organised self-starter who takes the initiative to get things done and deliver results.

Candidates will have a distinct advantage if they:
• Thrive in a fast-growing company environment and are willing to contribute wherever needed.
• Have experience implementing Project Management methodologies e.g. PMW etc
• Are open to change and can suggest improvements to processes.
• Are confident and self-motivated.

You will be joining Rotageek at a time of fast growth. You'll have the opportunity to learn a great deal, in a supportive environment and to impact the business and make a positive impact at this critical phase in our company. You will get to work in a high-trust environment, where you’re given the freedom and support to succeed without internal politics and endless red-tape!