At a Glance
- Tasks: Own the technical onboarding experience for new customers and ensure successful deployments.
- Company: Join Draftwise, a growing tech company with a focus on innovative solutions.
- Benefits: Competitive salary, full-time role, and opportunities for professional growth.
- Other info: Dynamic team environment with opportunities to influence and grow.
- Why this job: Make a real impact by helping customers go live and shaping the future of the company.
- Qualifications: 3+ years in implementation or technical onboarding; strong communication skills.
The predicted salary is between 70000 - 110000 £ per year.
£70K - £110K GBP & London, United Kingdom
Job type: Full-time
Role: Operations
Experience: Any (new grads ok)
Visa: US citizen/visa only
About the role
Draftwise is growing its implementation function to support an expanding enterprise customer base across EMEA. We're looking for an Implementation Specialist based in London to own the technical onboarding experience for new customers from contract signature through a live, production‑ready deployment. This role is the EMEA counterpart to an existing function on our US team. The playbooks and processes are established – you'll own the EMEA customer base and be the accountable point of contact in the timezone.
What You'll Do
- Own implementations end‑to‑end: internal handoff, kickoff, environment setup, DMS/SSO/add‑in configuration, document ingestion, user registration, and CS handoff.
- Own outcomes, not just tasks – when something's broken, fix it; when something's missing, build it.
- Serve as the primary customer‑facing POC through platform readiness for Scale accounts; co‑own the technical track alongside CSMs on Enterprise accounts.
- Coordinate with IT contacts at law firms on identity configuration, DMS indexing, and add‑in deployment (iManage, NetDocuments, SharePoint, Microsoft Office).
- Troubleshoot integration issues, elevate to Engineering with clear problem statements, and close the loop with customers.
- Maintain accurate implementation status in Salesforce and Linear; keep internal stakeholders informed without requiring them to ask.
- Contribute to playbooks and documentation that make the implementation motion repeatable.
- Surface friction from implementations back to the team – on the product, the process, or both.
What We're Looking For
- 3+ years in implementation, solutions engineering, or technical onboarding at a B2B SaaS company.
- Comfortable navigating technical configurations (SSO, identity providers, cloud storage, enterprise software deployment) without needing Engineering in the room.
- Strong communicator – you can run an IT working session and a stakeholder status call in the same week.
- You build structure where there isn't any, and don't wait to be told what to do.
- Good judgment about when to escalate vs. when to figure it out yourself.
- Based in London or able to work UK hours.
Nice to Have
- Experience with legal technology or law firm IT environments.
- Familiarity with document management systems (iManage, NetDocuments, SharePoint).
- Experience working cross‑functionally with Sales, CS, and Product at an early‑stage company.
Why This Role
Small team, real ownership, concrete outcomes. Customers go live because of you. There's room to shape how this function scales as Draftwise grows across EMEA.
Implementation Specialist (London) employer: DraftWise
Draftwise is an exceptional employer that fosters a dynamic and collaborative work culture, where every Implementation Specialist plays a crucial role in shaping the customer experience. Based in London, employees benefit from a vibrant city atmosphere, competitive salaries, and opportunities for professional growth within a small, agile team. With a focus on ownership and tangible outcomes, Draftwise empowers its staff to innovate and contribute meaningfully to the company's expansion across EMEA.
StudySmarter Expert Advice🤫
We think this is how you could land Implementation Specialist (London)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DraftWise. 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 DraftWise 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 Specialist (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 DraftWise:Your cover letter is your chance to shine! Tell us why you want to work at DraftWise 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 DraftWise!
How to prepare for a job interview at DraftWise
✨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.
