Technical Implementation Manager

We’re building the future of customer growth. At Hook, we use AI and Machine Learning to help businesses predict revenue with accuracy, drive customer loyalty, and capture massive value from their existing customers. We’re a Series A company who ranked 33 out of 100 on the Sifted fastest growing startups and we have raised multi-million in funding from some of the top investors in Europe and the US (e.g. Balderton Capital and Lightspeed) and have an enviable list of customers that we’re working with including some of the fastest growing companies in the world.

We’re looking for ambitious people that want to be part of our meaningful vision of changing how businesses engage with their customers, and of building one of the world’s leading workplaces for great people along the way. As a Technical Implementation Consultant at Hook, you’ll play a mission critical role in helping customers unlock value fast. Great implementations set the tone for long-term success and you’ll be the one making that happen. From diving into complex datasets to running projects with precision, you’ll guide customers through onboarding and deliver smooth, impactful go-lives that shape their entire journey with Hook. If you love working at the intersection of data, technology, and customer success, and want to see your work make a tangible impact every day, this role is for you.

What You’ll Be Doing

• Own the full implementation lifecycle of Hook: from kickoff to go-live, you’ll guide customers through onboarding and ensure every team delivers to the highest standard.
• Act as a technical consultant, deeply understanding customer goals, mapping success criteria, and delivering Hook configurations that maximise business value.
• You’ll shape the data that powers Hook’s machine learning models shaping datasets so they’re useful for predictive modelling.
• By working closely with our data science team, you’ll help ensure the models perform at their best and deliver valuable insights for our customers.
• Run projects with precision staying highly organised, structuring your day effectively, and prioritising tasks to keep implementations on track.
• Meet tight 28-day implementation timelines, balancing speed with quality in every rollout.
• Provide expert guidance on how to leverage Hook’s features for renewal forecasting, time management, and process automation, helping customers achieve quick wins.
• Collaborate closely with engineering: query, clean, and analyse customer datasets with SQL, identifying anomalies or blockers before they erupt.
• Act as the customer’s voice: capture feedback, identify opportunities for improvement, and work with product teams to shape Hook’s roadmap.
• Support pre-sales engagements, demonstrating Hook’s technical capabilities and value to prospective customers.

Who are we looking for?

• Strong SQL skills with expertise in complex joins, subqueries, window functions, CTEs and aggregations to wrangle complex datasets and advise customers.
• Customer-facing excellence: you can translate technical detail into clear, actionable insights for stakeholders at all levels.
• Experience in data consulting, implementation, or customer engineering roles at a data-driven SaaS company.
• Curiosity and enthusiasm for data, AI, machine learning, and cloud platforms.
• Proven ability to manage multiple implementations in parallel, with tight timelines.
• A detail-driven mindset: you thrive working on complex datasets and can spot anomalies others might miss.

🏖️ 27 days holiday (option to buy and sell holiday) + bank holidays 📈 Generous stock options 🏥 Private health insurance so you can get the best care you need 🧘 Flexible monthly wellness allowance that you can use monthly on things like gyms, yoga, mental health & healthy food 📚 Annual learning & development budget for every employee 🏢 Flexible working - we’ll all come together three days a week but otherwise you can work from home or come into our awesome office in Liverpool Street 💻 The best equipment for everyone to work with.

Our founder and team are incredibly passionate about creating a company culture that is diverse, inclusive, productive and enjoyable for all our colleagues. As part of a growing start-up team, we expect a lot from you and will work hard to make sure you have everything you need to be at your best.