Implementation Manager (One Year Maternity Contract) in London

The Implementation Manager is a critical pivot point between Sales and long-term Customer Success. You are responsible for the "First 90 Days" of the customer journey, ensuring that new partnerships are built on a foundation of technical excellence, data integrity, and strategic alignment. This role is not just about project management; it is about process engineering. You will own the ecosystem of our onboarding journey, utilizing tooling and AI to drive speed-to-value for our global customer base.

Key Responsibilities

• Dual-Track Execution: Balance high-touch project management for key accounts while simultaneously building and refining the internal "playbooks" for the broader team.
• Stakeholder Accountability: Act as the primary point of contact for new customers, holding both internal teams and external partners accountable to aggressive launch timelines.
• Tech Stack: Maintain a deep understanding of the tech stack (Salesforce, Zencargo Platform, Thoughtspot) to ensure internal master data is accurate and up to date.
• Account Setup: Own / monitor the creation of new customer accounts on the Zencargo platform with key client data.
• Automation & SOPs: Continuously refine and automate Standard Operating Procedures (SOPs) to reduce manual "ingestion" and administrative overhead.
• Data-First Implementation: Ensure all new customers are onboarded with clean data structures, enabling immediate reporting and visibility into their supply chain KPIs.
• Bridge to Product: Act as a feedback loop for the Product team, identifying common implementation friction points and advocating for technical solutions.
• Commercial Alignment: Partner closely with Sales to understand the "promised value" and with CS to ensure the "delivered value" is sustainable.
• Territory Accountability: Lead and own the global reporting cadence, conducting dedicated sessions with all territories to track the status of every ramping customer.
• Business Visibility: Drive organizational transparency by reporting back on implementation status and risks to the broader business on a weekly cadence.
• Thematic Analysis: Host and facilitate quarterly implementation reviews to identify recurring themes, friction points, and opportunities for systemic improvement.

Skills, Knowledge and Expertise

• Platform Mastery: Deep proficiency in the Zencargo platform and the ability to navigate complex technical data flows.
• AI & Productivity Tools: Advanced engagement with AI toolsets (e.g., Gemini, automation triggers) to enhance personal and departmental efficiency.
• Data Visualization: Ability to build and interpret dashboards (Thoughtspot) to demonstrate implementation progress and success to customers.
• CRM Excellence: Expert-level utilization of Salesforce to track implementation health and maintain organizational transparency.
• Intentional Communication: Ability to synthesize complex technical requirements into clear, concise, and actionable instructions for customers.
• Leading by Example: A "True Blue" approach to work—taking total ownership of outcomes and building trust through consistent delivery.
• Strategic Influence: Moving beyond "status updates" to provide genuine guidance to customers on how to optimize their own internal operations.
• Resilience & Pace: The ability to operate at high velocity without compromising the rigor and detail required for a successful launch.