Implementation Manager - coach management SaaS platform
The Customer Success Manager will have the following key responsibilities:
Implementation & System Migration- Lead on boarding of new customers in the UK
- Drive structured implementation processes with clear milestones
- Support and guide customers in migrating from legacy systems and processes (including Distinctive Systems)
- Map existing workflows and translate them into the platform
- Ensure successful go-live with minimal operational disruption
- Own the day-to-day customer relationship
- Support the Country Manager in strategic account development
- Ensure customers adopt the platform as their primary operational system
- Identify and deliver early value through improved workflows and processes
- Monitor progress and proactively address risks
- Train and guide users across different roles and levels of experience
- Assess and apply the most effective training methods (e-learning, online sessions, on-site training)
- Drive behavioural change and ensure customers move away from legacy processes
- Act as a trusted advisor on operational improvements
- Build strong relationships with operational teams and management
- Understand customer needs and challenges in depth
- Provide feedback to product and engineering teams based on real-world usage
- Work closely with product, engineering, and support teams in Norway
- Ensure alignment between implementation, support, and product development
- Contribute to improving client on boarding and customer success processes
- Capture and share customer insights, use cases, and success stories to support sales and marketing efforts
- Identify expansion opportunities within customer organisations and share with the Country Manager
- Build strong relationships across the customer's organisation to understand broader needs and stakeholder landscape
- Represent the company at relevant industry events and customer meetings when needed
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