At a Glance
- Tasks: Lead and evolve customer training programmes to enhance product adoption and customer success.
- Company: Join Joblogic, the UK's #1 Field Service Management software platform, on a growth journey.
- Benefits: Enjoy 25 days holiday, hybrid working, competitive salary, and a fun team culture.
- Other info: Be part of a dynamic team with opportunities for professional development and career growth.
- Why this job: Shape customer experiences and drive value in a fast-growing SaaS environment.
- Qualifications: Proven leadership in training or consultancy, ideally in a SaaS setting.
The predicted salary is between 72000 - 84000 £ per year.
Location: Hybrid (UK-based with occasional office visits)
Reporting to: Customer Experience Director
Company: Joblogic – #1 FSM Software Platform in the UK
The Joblogic Story Established in 1998, Joblogic is the UK's #1 Field Service Management (FSM) software platform. We are a global business with offices in the UK, Pakistan, and Vietnam. Since our management buy-out in 2013, we have grown from ~£500K ARR to ~£35M+ ARR and expanded our team from 11 to 500+ people. Recently, we secured a strategic growth investment from Vista Equity Partners — a global technology investor specialising in enterprise software. This investment includes over £100 million in new primary capital and will fuel our next phase of growth by accelerating our AI-first roadmap, expanding our platform into CAFM (Computer-Aided Facilities Management) capabilities, and supporting our expansion across Europe and beyond.
Joblogic provides software to service contractors who install and maintain the built environment. Our platform helps businesses streamline operations, improve profitability, ensure compliance, and achieve rapid growth. With over 100,000 users across industries including HVAC, plumbing, electrical maintenance, facilities management, and building fabric maintenance, we are entering a new era of intelligent automation, predictive maintenance, and data-driven decision-making for service firms.
The Role The Head of Implementation is a strategic leadership role responsible for leading and evolving our customer training function. The core focus of this role is to design, scale and continuously optimise high-impact training programmes that accelerate product adoption, shorten time to value, and deliver measurable customer outcomes. You will lead a team of Implementation Consultants and Team Leaders, setting clear direction, high standards, and a culture of accountability, innovation and customer obsession. This role combines strategic thinking with hands-on execution and requires a leader who can embed structure, discipline, and continuous improvement in a fast-scaling SaaS environment.
Key Responsibilities
- Strategic Leadership & Vision
- Define and execute a multi-year training strategy aligned to company growth and ARR targets.
- Establish scalable, value-driven customer education playbooks that support both operational and strategic customer goals.
- Position training as a core driver of customer value realisation, retention and expansion.
- Training Design & Delivery Excellence
- Lead the design and delivery of structured, repeatable, and scalable training programmes.
- Reduce time to competency and shorten time to value for new customers.
- Optimise training lead times and scheduling efficiency.
- Ensure consistently high-quality facilitation and consultancy standards across the team.
- Adoption & Value Realisation
- Drive measurable improvements in product adoption rates, feature utilisation depth, customer health and retention.
- Embed education-led value realisation into the customer journey.
- Reduce avoidable support demand through improved enablement.
- Performance Management & KPIs
- Own and report on critical training success metrics, including training completion rates, engagement levels, knowledge retention, time to competency, product adoption post-training, customer satisfaction, and reduction in support tickets linked to training effectiveness.
- Translate data into actionable improvements and clear executive-level reporting.
- Leadership & Team Development
- Directly line manage Team Leaders.
- Build a high-performance culture aligned to Joblogic values: Respect, Obsession with Customers, Accountability, Rethink Tomorrow.
- Coach and develop the team in product knowledge, industry/domain expertise, consultancy skills, training facilitation, and professional development.
- Lead with emotional intelligence, resilience, and clarity.
- Set and maintain high behavioural and performance standards.
- Cross-Functional Collaboration
- Partner effectively with Onboarding, Customer Success, Product, Sales and other customer-facing teams to ensure seamless customer journeys.
- Align training initiatives with evolving product strategy and market positioning.
- Act as a senior voice within Customer Experience on adoption and enablement strategy.
- Change & Transformation Leadership
- Embrace and embed change positively.
- Lead with professionalism and solution-orientation.
- Champion transformation and continuous improvement.
- Model behaviours that support company alignment and forward momentum.
- Build unity, clarity, and focus during periods of organisational evolution.
Experience & Skills Required
- Proven leadership experience in customer training, learning & development, education, or consultancy — ideally within a SaaS or technology environment.
- Proven experience building and scaling training or enablement functions.
- Strong commercial awareness and understanding of SaaS growth metrics (adoption, retention, expansion).
- Experience using data and metrics to drive continuous improvement.
- Excellent facilitation, presentation, and communication skills.
- Strong coaching and mentoring capability.
- Process-oriented mindset with a passion for operational excellence.
- Demonstrated ability to lead through change and deliver results in fast-growth environments.
Core Leadership Capabilities
- Strategic thinking with clear execution discipline.
- Compelling communication.
- Decision-making confidence.
- Delegation and empowerment.
- High accountability standards.
- Emotional intelligence.
- Resilience and adaptability.
- Ability to motivate and align teams around shared goals.
Success in This Role Looks Like
- Faster customer time-to-value.
- Measurable uplift in product adoption and feature utilisation.
- Consistently high CSAT/NPS for training.
- Reduced reactive support demand through proactive enablement.
- A highly engaged, high-performing training team.
- A culture that embraces change, innovation, and accountability.
- Clear linkage between training outcomes and retention/ARR growth.
Why Join Joblogic?
This is a high-impact leadership opportunity at a pivotal moment in our growth journey. You will shape how customers experience and realise value from our platform at scale — playing a direct role in our mission to reach £100M ARR globally.
What We Offer
- Holidays: 25 days of holiday plus bank holidays.
- Hybrid Working: Flexibility to work remotely with occasional office visits.
- Competitive Salary: A competitive salary based on experience and performance.
- Pension: Company pension scheme.
- Insurance: Death in service benefit.
- Culture: Team events, Christmas parties, an amazing office environment, and a fun, collaborative work culture.
Head of Implementation in Birmingham employer: Joblogic Service Management Software
Joblogic is an exceptional employer, offering a dynamic and collaborative work culture that prioritises innovation and customer obsession. With a strong focus on employee growth, you will have the opportunity to lead a high-performing team while shaping impactful training programmes that drive customer success. Enjoy the benefits of hybrid working, competitive salaries, and a supportive environment as we embark on an exciting journey towards global expansion.
Contact Details:
Joblogic Service Management Software Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Implementation in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Joblogic Service Management Software. 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 Joblogic Service Management Software 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 Implementation in Birmingham
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 Joblogic Service Management Software:Your cover letter is your chance to shine! Tell us why you want to work at Joblogic Service Management Software 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 Joblogic Service Management Software!
How to prepare for a job interview at Joblogic Service Management Software
✨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.
