At a Glance
- Tasks: Support onboarding and training for healthcare customers using Heidi.
- Company: Join a dynamic healthcare tech company focused on customer success.
- Benefits: Competitive salary, equity, personal development budget, and wellness days.
- Other info: Flexible hybrid work environment with opportunities for professional growth.
- Why this job: Make a real impact in healthcare while growing your career.
- Qualifications: Experience in implementation or customer success, strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
Location: London, United Kingdom
Employment Type: Full time
Department: Customer Success
The Role: We’re looking for a proactive, collaborative Implementation Specialist to support the onboarding, training, and deployment of Heidi for our enterprise healthcare customers. Based in our London office, you’ll work closely with our Enterprise Customer Success Managers to deliver large-scale implementations of Heidi. Combining strong project delivery skills with clinical empathy and deep product understanding, you’ll create high-impact onboarding experiences that ensure every clinician and supporting organisation is set up to realise value from day one.
What you’ll do:
- Implementation & Onboarding: Deliver smooth onboarding and implementation of Heidi across mid-market and enterprise customers. Run engaging training sessions for clinicians and operational staff. Create and refine materials to ensure an intuitive and rewarding experience. Assess clinician goals and workflows to design tailored onboarding and “Aha moment” workshops that drive engagement and adoption. Partner closely with Customer Success Managers to coordinate rollout plans, milestones, deliverables and alignment with key stakeholders.
- Clinical Enablement & Support: Become a clinical and Heidi subject matter expert to confidently guide clinicians through features and translate them into practical, real-world benefits. Provide real-time support during go-lives and early usage. Translate clinical workflows into bespoke practical training that helps clinicians embed Heidi effectively into their unique setting.
- Adoption & Continuous Improvement: Monitor activation and usage metrics, identify risks early, and collaborate to remove blockers. Gather and analyse user feedback to refine onboarding and improve adoption playbooks. Partner across Product, Sales, Support and Engineering teams to share insights and streamline implementation processes. Develop scalable tools, playbooks, and best practices to ensure consistent, high-quality delivery.
What we look for:
- You’ve worked in implementation, onboarding, customer success, or clinical operations, ideally in healthcare technology.
- You’re a great communicator who can build trust with clinicians, administrators, and cross-functional teams alike.
- You’re organised and skilled at juggling multiple complex projects without dropping the details that matter.
- You’re naturally curious, love solving problems, and use data to guide decisions and improve outcomes.
- You’ve got a bias for action - you're adaptable, and comfortable getting stuck in to solve challenges as they arise.
- You bring deep empathy and curiosity to your work, always focused on making life easier for clinicians and better for patients.
- You’re excited by change, thrive in fast-moving environments, and love learning as you go.
- Most of all, you want to build something meaningful and grow alongside a team that’s doing the same.
Bonus: Experience in healthcare, AI, or LLMs is a plus but not required. Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships, we want to hear from you.
Why you should Join Heidi:
- Real product momentum. We’re not trying to generate interest, we’re channeling it.
- Equity from day one. When Heidi wins, you win. You’ll share directly in the success you help create.
- Unmatched impact. Play a pivotal role in shaping the playbook for how we are scaling customer success at a critical growth moment - all while working on a product that delivers tangible value to clinicians and patients every day.
- Work alongside world‑class talent. Learn from some of the best engineers and creatives, joining a diverse team.
- Growth and balance. Enjoy a £500 personal development budget, dedicated wellness days, and your birthday off to recharge.
- Flexibility that works. A hybrid environment, with at least 3 days in the office.
Heidi’s commitment to Diversity, Equity and Inclusion: Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We’re proud to be an equal opportunity employer and are proud to welcome all applicants as we’re committed to promoting a culture of opportunity for all.
Implementation Manager in London employer: black.ai
At black.ai, we pride ourselves on fostering a dynamic and inclusive work environment that empowers our employees to thrive. As a UK Events & Community Leader, you will have the opportunity to shape the automotive community while enjoying comprehensive benefits, professional development opportunities, and a culture that values creativity and collaboration. Join us in a location that is not only central to the industry but also rich in innovation and networking potential.
StudySmarter Expert Advice🤫
We think this is how you could land Implementation Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at black.ai. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like black.ai before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Implementation Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to black.ai:Your cover letter is your chance to shine! Tell us why you want to work at black.ai specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at black.ai!
How to prepare for a job interview at black.ai
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
