Implementation Manager in London

Reports to: Head of Implementation

Location: London (in office 3 days/week)

Team: Professional Services

Join Blink's mission to revolutionise workplace experience! We're not just closing the digital divide; we're reconnecting distributed organisations, enabling seamless communication, and re-engaging employees like never before. Blink, a mobile-first employee experience platform, puts everything employees need right in their hands. With teams in Boston, London, and Sydney, we're making waves worldwide, partnering with industry leaders like Domino’s, JD Sports and McDonald’s.

What will you be doing?

The Professional Services team is an integral part of Blink. You’ll be fundamental in taking our customer-focused ethos to the next level, project managing and nurturing our customers through their Blink implementations. You’ll be responsible for managing your own portfolio of Commercial-sized customers, with a longer-term goal of owning our Enterprise accounts.

Responsibilities Include:

• Proactively working with new and prospective customers to enable them to get the most value from our platform
• Supporting new customers through their onboarding and implementation via demos, presentations, workshops, meetings, and training
• Managing multiple ongoing implementation projects end-to-end
• Building strong relationships with key stakeholders quickly
• Planning and leading the onboarding of new customers onto our platform
• Increasing customer satisfaction, adoption, and engagement
• Identifying customers’ needs and looking for opportunities to promote other Blink features and services, where you think value can be added
• Building self-help resources, such as articles, videos, and demos, to get customers set-up and ready to launch Blink successfully to their organisations
• Automating the onboarding processes for customers using the latest tools
• Supporting with the delivery of insightful webinars, training and creating reusable collateral
• Keeping track of customer satisfaction, and coming up with ways to always improve their service and experience

Requirements

About you

The successful candidate will be resourceful, inquisitive, and a fast learner, who can easily connect with our customers. You’ll be able to pick up new concepts quickly and empathise with customer pain points. You’ll have 3-5 years of relevant delivery experience.

• Previous experience in an onboarding role, within a B2B SaaS business
• Involvement in a scaling Professional Services function and business, where you can share ideas and drive growth
• Strong project management skills, always keep to deadlines, and quick to follow-up with customers
• Strong technical and digital skills, able to automate tasks using online tools
• Familiarity with leading-edge AI tools, their place in your personal workflow, and a curiosity about AI’s potential to automate repetitive tasks across teams.
• Empathetic and sincere about solving customer problems
• Strategic thinker, able to align technology solutions with business objectives and drive measurable value
• The ability to work autonomously with excellent discipline
• Knowledge of SaaS software and awareness of the typical customer lifecycle within the sector
• Experience in a metric-driven environment, held accountable for the success of your projects
• A self-starter, eager to learn and thrive in a high-functioning team, with the autonomy to run complete project lifecycles
• Ruthlessly organised, able to balance competing tasks, provide regular updates and represent Blink as a world-class product
• Familiar with change management principles and experience driving organisational change in customer businesses
• Track record of being the star performer on a team and exceeding the goals you set yourself - we want to win, and we want you to win!

Preferred:

• Professional competency in French or Spanish.

Benefits

Why Blink?

You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with an ambitious and supportive team embarking on a journey most start-ups can only dream of!

Benefits include:

• Competitive salary.
• Stock options on starting and additional high performer grants annually!
• 25 days’ leave + public holidays.
• Additional time off between Christmas and New Year.
• Private healthcare with AXA.
• 3% employer pension contribution when you contribute 5%.
• Cycle to Work scheme.
• Social events (lunches, breakfasts, nights out).
• Enhanced parental leave.

At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability or age.