Implementation Analyst

ZigZag Global; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading technology solutions provider is seeking an experienced Implementation Analyst to manage the onboarding of clients through an innovative returns solution. This remote role in the UK requires multiple years of SaaS implementation experience. You'll be responsible for leading client projects, analyzing processes, and ensuring client satisfaction throughout the implementation journey. Ideal candidates will have excellent problem-solving skills and the ability to communicate effectively with both technical and non-technical audiences.

Benefits

24 days annual leave plus bank holidays

Paid Volunteer day

BUPA private health insurance

Employee referral bonus scheme

L&D annual budget

Reduction of working hours during summer

Working from abroad policy

Qualifications

• Multiple years of experience within SaaS (Software as a Service) implementations.
• Ability to confidently interact with clients.

Responsibilities

• Lead clients through the onboarding process.
• Analyze processes for improvements.
• Manage implementation of multiple complex clients.

Skills

Experience in SaaS implementations

Excellent problem-solving skills

Understanding of API and System Integration documentation

Fluent in English

Confidence when interacting with clients

Empathy and Compassion

Tenacious Problem-Solving

Job description

Job Title: Implementation Analyst

Type of employment: Permanent, Full Time, Remote

Location: This is a remote role based in the UK. You need to be based in the UK and have the rights to work without visa sponsorship. We are unable to offer visa sponsorship for this position.

Overview

As an Implementation Analyst - you will independently lead ZigZag direct clients and the clients, or internal teams, of white-label partners through the ZigZag Global Returns Solution onboarding process.

This is a blended role, where you’ll manage both e-commerce clients and retailer implementations for white-label partners from requirements capture to go live. You will engage with our partners to understand their requirements, then create and deliver on plans to implement these solutions and services.

When live, you’ll move clients and white-label retailers into BAU and hand over them to Client Success. You’ll confidently manage stakeholder expectations throughout this process.

As a Implementation Analyst - you’ll be expected to own more complex implementation projects, assist in pre-sales technical discussions, support and guide the Implementation Analysts, and provide key reporting to the business.

Responsibilities

• Hold and maintain a deep knowledge of, and be able to communicate, the capabilities of the ZigZag Global Returns Solution
• Work as part of a globally distributed team to deliver retailers, WL partners and clients from pre-sales through to BAU
• Manage the implementation of multiple complex clients onto the ZigZag Global Returns Solution
• Primary point of contact for retailers, WL partners and clients throughout the onboarding process
• Point of contact for the rest of the business for implementation queries
• Communicate proactively with clients to facilitate the implementation process, identify risks and issues, and create solutions
• Work closely with the customer facing teams and WL partners to drive client satisfaction through the implementation process
• Effectively manage client and internal stakeholder expectations
• Share progress reports with the business on implementations in flight and call out risks to go live
• Create and share KPI reporting to a wider business audience
• Develop and maintain comprehensive implementation plans to meet client objectives
• Train and educate retailers, WL partners and clients on the ZigZag Global Returns Solution
• Hold internal meetings for key areas of implementation and own key areas of process
• Analyse and review existing processes to identify areas for improvement and develop strategies to resolve issues
• Provide training and guidance to new implementation team members
• Provide support to the Implementation Manager, covering for periods of leave
• Stay informed of relevant trends and industry news

Qualifications

• Multiple years of experience within SaaS (Software as a Service) implementations
• Excellent problem-solving skills
• Aptitude for understanding technical solutions and communicating to technical and non-technical audiences
• Ability to demonstrate an understanding of API and System Integration documentation
• Fluent in written and verbal English, German and French would be a bonus
• Confidence when interacting with clients
• Retail and/or logistics experience
• Empathy and Compassion: Cultivate a Human Heart by displaying empathy and compassion, fostering positive relationships with team members and customers alike.
• Tenacious Problem-Solving: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.

Benefits

• 24 days of annual leave, plus bank holidays — with extra holiday days awarded for each full year of service (up to 6 additional days). And to celebrate you, enjoy a bonus day off on your birthday!
• Paid Volunteer day per year to support a cause you care about.
• BUPA private health insurance
• Employee referral bonus scheme
• L&D annual budgetand time to utilize it
• Reduction of working hours during summer
• Working from abroad policy – up to 60 days in Europe and 30 days outside Europe

If you are interested, please send your CV in English.

Your application will be reviewed with strict confidentiality. Only the short-listed candidates will be contacted for an interview. Providing your personal data, you explicitly agree that it will be processed for the purpose of recruiting and for the purpose of the possible signing of a labour contract and will be stored and operated by ZigZag Global EOOD in their capacity of the personal data controller and personal data processor in accordance with the effective legislation. Please have in mind that with this you give permission for your resume to be shared with other parties of the ZigZag Global Group.