Referment
Customer Implementation Manager (22C5CCA)
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Referment is working with a fast-growing technology company providing software to charities, community organisations, and public sector customers.
They're looking for a Customer Implementation Manager to take ownership of new client onboarding and help customers successfully adopt the platform.
This is a hands-on role combining implementation, customer success, project management, and process improvement. You'll work with multiple customers simultaneously, taking them from initial kick-off through to successful launch and ongoing adoption.
The customer base is varied and often non-technical, so the ability to understand problems, explain technology simply, and build strong relationships is just as important as traditional SaaS experience.
The Role
Customer Onboarding & Implementation
- Owning customer implementations from kick-off through to go-live.
- Managing multiple concurrent client projects and priorities.
- Breaking complex implementations into clear, manageable phases.
- Setting timelines and managing customer expectations.
- Understanding how customers currently operate and helping them translate their requirements into effective use of the platform.
- Training users with varying levels of technical confidence.
- Helping customers adopt new functionality and get increasing value from the product.
- Identifying issues that genuinely affect implementation and prioritising them appropriately.
- Supporting data migrations and other technical aspects of onboarding.
- Visiting customers where required to understand how they work in practice.
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Customer Operations & Process Improvement
- Improve and standardise the customer onboarding process as the company grows.
- Build documentation, guides, and repeatable processes.
- Help manage customer support and resolve issues.
- Identify opportunities to automate repetitive work.
- Track customer feedback and feature requests.
- Work closely with the product and engineering teams to communicate customer priorities.
- Identify patterns across customer feedback and turn them into useful product insights.
- Help develop scalable customer success processes as the customer base expands.
What We're Looking For
You could already be working within Customer Success, Implementation, Onboarding, or Professional Services, but we're equally interested in people who have developed the right skills elsewhere.
Relevant Backgrounds Could Include
- Customer implementation or onboarding.
- Customer success.
- Project or programme management.
- Consulting
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What's more important is that you can demonstrate:
- Excellent customer communication and relationship-building skills.
- The ability to manage several projects and competing priorities simultaneously.
- Confidence working with customers who aren't particularly technical.
- The ability to teach people how to use new systems clearly and patiently.
- Strong problem-solving skills and the confidence to challenge a customer's proposed solution when necessary.
- A structured approach to project delivery.
- The ability to turn recurring work into documented and scalable processes.
- Good judgement around prioritisation and urgency.
- Comfort working within a fast-moving and changing environment
Experience working with charities, community organisations, or the public sector would be particularly valuable.
Technical experience, especially around data migrations, SaaS platforms, customer data, or integrations, would also be useful but isn't essential.
This could suit a Customer Success Manager, Implementation Manager, Customer Onboarding Manager, Implementation Consultant, or Project Manager, as well as someone looking to move into technology from another client-facing environment.
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