Implementation Manager (EMEA) in London

Requirements

• You’re part consultant, part project manager, part coach — and 100% customer-obsessed.
• You’ve led complex software implementations (ideally in SaaS, CS, CRM, or RevOps ecosystems).
• You have the technical savviness to understand system architecture, integrations, and data flows — and the tenacity to figure things out.
• You’re an exceptional communicator, both verbally and in writing — able to simplify the complex and lead with confidence.
• You have strong project management skills — you can juggle multiple customers, priorities, and timelines without missing a beat.
• You’re organized, structured, and meticulous with details, documentation, and stakeholder management.
• You build relationships easily across org charts — from C-suite to system admins.
• You’re comfortable facilitating workshops and executive sessions, both virtual and in-person.
• You bring business acumen — you understand revenue, retention, and customer value, and you know how to move the needle.
• You’re curious, collaborative, and never satisfied with “good enough.”
• (Desirable) SaaS platforms such as CRM and/or CSP systems; prior hands-on experience with Planhat is highly valued.
• (Desirable) Data integration and mapping — even better if you’ve been involved in technical implementation work.
• (Desirable) Change management frameworks or certifications (e.g. Prosci, Six Sigma).
• (Desirable) Consulting, Customer Success, or RevOps transformation.

What the job involves

• Your mission is to unleash the full power of Planhat for our customers — guiding them to achieve business outcomes, accelerate time-to-value, and drive long-term success.
• You’ll lead enterprise-level implementations that combine strategic consulting, technical execution, and change management.
• You’ll be the bridge between vision and reality — ensuring every implementation not only launches successfully but also sets our customers up for scalable, measurable impact.
• We partner with customers across industries and regions, working closely with Sales, CS, Product, Enablement & Support to ensure every engagement drives value from day one.
• Lead enterprise implementations from kickoff to go-live, ensuring timelines, deliverables, and outcomes are achieved.
• Be a product expert — deeply understand Planhat’s capabilities, features, and underlying logic. Confidently advise customers on how to best leverage the platform to meet their business outcomes.
• Collaborate with technical deployment roles to design and execute data architecture, integrations, and workflows — bringing technical curiosity, tenacity, and problem-solving to every engagement.
• Guide customers through best practices, leveraging Planhat to streamline workflows and maximize adoption.
• Consult strategically with customer executives, functional leaders, and technical teams to align platform configuration with business outcomes.
• Facilitate enablement sessions — both virtual and in-person — to empower leaders, admins, end users to get the most from Planhat.
• Champion change management by guiding organizations through the process, communication, and behavioral shifts required to make Planhat adoption stick and deliver lasting business impact.
• Collaborate cross-functionally with Sales, CS, Product, Support & Enablement teams to ensure a seamless customer experience from pre-sale to post-go-live.
• Contribute to building our global implementation methodology — templates, playbooks, frameworks, and assets that scale excellence across customers.
• Support ongoing customer needs through facilitation of onboarding services, ensuring continued success, adoption, and measurable impact on revenue and retention.
• Success in this role opens multiple career paths — whether you want to lead large-scale programs, manage regional teams, specialize in enterprise consulting, or move into product and strategy roles.