At a Glance
- Tasks: Lead customer implementation teams to ensure successful onboarding and delivery for enterprise clients.
- Company: Join a dynamic tech company focused on customer growth and satisfaction.
- Benefits: Flexible working, generous development budget, and comprehensive health benefits.
- Other info: Opportunity for career growth and collaboration across multiple teams.
- Why this job: Shape the future of customer implementation and make a real impact on client success.
- Qualifications: Experience in leading implementation teams, ideally in B2B SaaS environments.
The predicted salary is between 75600 - 92400 £ per year.
Getting implementation right has a lasting impact on our customers. It helps them see value sooner, build confidence with Gearset, and creates stronger foundations for renewal and growth. As our enterprise and mid-market customer base grows, we’re investing in implementation as a distinct part of our Customer Growth organisation. We’re looking for a Head of Customer Implementation to lead that work, bringing greater structure and consistency to delivery while developing the team responsible for helping customers get started successfully.
This is a newly created role within our Customer Growth leadership team, sitting alongside Customer Success and Account Management. You’ll lead our Customer Onboarding and DevOps Architecture teams, own implementation performance across enterprise and mid-market customers, and shape how we work with Sales, Solutions Engineering and our delivery partners.
There are strong foundations to build from, alongside plenty of opportunity to improve how we work. You’ll have the autonomy to evolve our implementation approach, strengthen how teams work together from pre-sales through to Customer Success, and build a function that supports our customers as Gearset continues to grow.
What’s the opportunity for a Head of Customer Implementation at Gearset?
- Own implementation performance across our enterprise and mid-market customers, with responsibility for delivery quality, time to value, on-time go-lives and customer satisfaction.
- Evolve our implementation methodology, creating a clear and repeatable approach that gives customers a consistent experience while allowing us to adapt for genuinely complex requirements.
- Maintain clear visibility across active implementations, using delivery data to understand capacity, identify trends and keep the Customer Growth leadership team informed.
- Support complex or at-risk implementations as the senior escalation point, working directly with customer stakeholders when your experience can help move delivery forward.
- Build a close partnership with Sales and Solutions Engineering, improving how we gather requirements, set expectations and move customers from deal close into implementation.
- Represent implementation during complex enterprise sales conversations, helping customers understand realistic scope, timelines and what successful delivery requires.
- Build strong relationships with senior stakeholders at strategic customers and partner with Customer Success and Account Management where implementation quality, risk or growth opportunities need cross-functional attention.
- Work with our Alliances team to provide implementation guidance and quality oversight for key global partners.
- Lead and develop our Customer Onboarding and DevOps Architecture teams, building the technical expertise, coaching and career pathways each group needs to progress.
What you’ll achieve
- Build a consistent implementation experience that helps enterprise and mid-market customers reach value sooner and go live successfully.
- Improve delivery quality and predictability across the implementation portfolio, with clear reporting on performance, capacity and risk.
- Strengthen the handover between Sales, Solutions Engineering and Implementation so engagements start with clear requirements, realistic expectations and well-defined scope.
- Improve the transition from implementation into Customer Success, helping customers enter their ongoing relationship with Gearset with the knowledge and support they need to succeed.
- Develop a strong implementation leadership team, with clear progression opportunities and consistent coaching for both technical and customer-facing roles.
- Strengthen the connection between implementation performance and the commercial health of our customer relationships, supporting long-term retention and growth.
About you
- You have experience leading Implementation, Professional Services or a related customer delivery function, ideally within B2B SaaS, including experience leading and developing managers.
- You’ve evolved an implementation or delivery methodology across customers with different levels of complexity, and can show the impact your changes had on areas such as time to go-live, customer satisfaction, delivery quality or team efficiency.
- You have experience working with professional services or delivery partners and know how to create the structure, support and oversight needed for consistent, high-quality delivery.
- You’re comfortable working alongside Sales in complex pre-sales conversations and building relationships with senior customer stakeholders, including when navigating challenging conversations.
- You understand how implementation influences adoption, retention and growth, and bring that commercial understanding to how you lead the function and make decisions.
- You care about developing people across technical and customer-facing roles, with experience helping managers become stronger coaches and building leadership capability within a team.
- You work collaboratively across teams and can build alignment with Sales, Solutions Engineering, Customer Success and other stakeholders, communicating clearly with different audiences.
Nice to haves
- Experience working within the Salesforce ecosystem.
- Familiarity with Salesforce DevOps, release management, or the challenges teams face when managing complex Salesforce environments.
Benefits (the stuff you'd expect!)
- This is a full-time role, working Monday to Friday, with flexible home working. For this role, you’ll spend around 4 days a month in the office.
- Generous personal development budget for courses, conferences, or whatever is useful to your professional development in the role of up to £1500 per year.
- Top end hardware provided.
- Opportunity to join our Long Term Incentive Plan.
- Free lunch in the office.
- 25 days holiday plus bank holidays (with the option to buy an extra 5 each year).
- Company Pension Plan (matching up to 5%).
- Bupa health care.
- Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive.
- Bupa Menopause Plan offering specialist consultations and support.
- Life Insurance & critical illness cover.
- Discounted gym membership, as well as a range of health and wellness benefits.
Head of Customer Implementation in Cambridge employer: Gearset
At Gearset, we pride ourselves on being an exceptional employer, fostering a culture of collaboration and support that empowers our employees to thrive. As a Mid-Market Account Executive, you'll enjoy flexible working arrangements, generous personal development budgets, and a commitment to your growth within the Salesforce ecosystem. With a focus on meaningful impact and a strong emphasis on teamwork, you'll be part of a dynamic environment where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Implementation in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gearset. 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 Gearset 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 Head of Customer Implementation in Cambridge
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 Gearset:Your cover letter is your chance to shine! Tell us why you want to work at Gearset 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 Gearset!
How to prepare for a job interview at Gearset
✨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.
