Implementation Manager

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Implementation Manager

Department: Customer Success

Employment Type: Full Time

Location: United Kingdom

Reporting To: Chief Customer Officer

Description

Hi I'm Andy, the Chief Customer Officer at Pinpoint.

We're a high-growth, HR-tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, strong product-market fit, and happy customers.

You only need to look at the reviews of Pinpoint on G2 and Capterra to see how many clients reference the quality of our support and success teams, which sets us apart from our competitors in a big way. We pride ourselves on offering the best experience to all our customers, and that starts with their implementation and configuration of Pinpoint.

As we continue to win more enterprise customers, the need for a dedicated person to help them with implementation is crucial. That's where you come in. We're looking for an Enterprise Implementation Manager to help our customers get set up with Pinpoint in the most efficient way possible.

A few things to know before applying:

• You will be responsible for helping our most complex customers implement Pinpoint successfully.
• Enterprise implementations generally take between 12-16 weeks, depending on the customer's needs.
• This role offers the flexibility to work from anywhere in the UK. Our headquarters is in Jersey, UK, and we have a distributed remote team of 70 members spanning the UK and the U.S.
• You'll join to help implement enterprise sized customers globally, which may mean taking calls outside of usual working hours in the UK.
• A full detailed guide on enterprise implementation can be found here

About the Role:

• Conduct internal and external discovery calls to understand new customers' needs and create tailored implementation plans based on those findings.
• Project manage the full implementation plan across a high number of stakeholders, ensuring accountabilities and risks are clearly communicated and documented.
• Advise on the best use of Pinpoint and confidently suggest changes to customers' workflows when improvements can be made.
• Manage internal resources for integrations and product requests, ensuring all stakeholders are aware of dependencies.
• Create training resources for new customers, including train-the-trainer sessions, in-person training sessions, and materials for continued asynchronous training of new employees.
• Ensure customers are set up for success after going live, prepare for accounts to be handed over to a CSM, and remain engaged in the initial steps of adoption

Tech Stack: Hubspot, Google Workplace, Click-up, Notion, Slack, Zoom, Intercom, Lattice, Linear, Calendly, HiBob, Guru.

About You:

• 3+ years of experience in large-scale implementations in the SaaS industry
• Accredited or demonstrable high standard of project management skills
• Proven experience working on multinational stakeholder implementations and driving them to completion
• Solid understanding of technical terms such as APIs, SSO, 2FA, and CSV files, with the ability to explain them to an often non-technical audience
• Ability to build rapport and credibility to ensure that recommendations are adopted
• Highly articulate across in-person, video, and written forms of communication
• Customer-centric attitude; someone customers love to work with

What We Offer:

We're committed to being an exceptional workplace and company you are proud to work for. To that end, we offer some great benefits, including:

• Gold-plated healthcare: Enjoy the best medical, dental, and optical coverage money can buy. We've got you and your family covered for all eventualities
• Unlimited holidays: Everyone needs a healthy, happy, and productive life without restrictive holiday limits
• Mental health support: Unlimited and immediate access to counseling for any employees via Spill.
• Retirement matching: Retirement plan with a matching contribution to help you achieve your long-term financial goals.
• Flexible, remote working: Enjoy the flexibility to work remotely, allowing you to find your most productive environment while maintaining a healthy work-life balance.
• Meaningful equity: You'll contribute to the team's success and deserve to share in it. To that end, everyone on our team gets a meaningful equity allocation.
• Generous paid parental leave: To help support new parents in the workplace, we offer up to 16 weeks of paid leave.
• Learning budget: Annual funds are made available to support both your personal and professional development.
• Top-of-the-line equipment: We'll set you up with the right tools to do your best work-starting with a MacBook Pro, 4K monitors, and the right software to get the job done.
• A team that cares: You'll be joining a team of intelligent, capable, and helpful people that want you to win, our clients to be wowed, and our business to grow.

A full overview of our benefits can be found here.