Implementation Manager

Blink - The Employee App; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Stock options on starting and high-per

25 days leave + public holidays

Private healthcare with AXA

3% employer pension contribution

Cycle to Work scheme

Social events

Enhanced parental leave

Job summary

Blink - The Employee App is seeking an experienced Implementation Professional to drive onboarding for commercial customers from onboarding to lifecycle management. You will manage multiple implementations, deliver demos and training, and build strong relationships with stakeholders to ensure successful adoption of Blink.

The role emphasizes automation, process improvement and scalable customer success across a fast-growing Professional Services team in London.

Qualifications

• 3-5 years of relevant delivery experience.
• Previous onboarding experience in a B2B SaaS business.
• Experience scaling a Professional Services function and driving growth.
• Strong project management skills with deadline discipline.
• Knowledge of SaaS customer lifecycle and value delivery.
• Fluent in English; French or Spanish is a plus.

Responsibilities

• Manage your portfolio of Commercial-sized customers end-to-end.
• Onboard new customers via demos, workshops and training.
• Lead onboarding across multiple implementations and timelines.
• Build relationships with key stakeholders quickly.
• Create reusable collateral and self-help resources for customers.

Skills

Onboarding delivery

Project management

B2B SaaS

Customer relationship

Automation tools

Change management

French/Spanish

Tools

CRM

AI tools

Job description

Reports to- Head of Implementation

Location -London (in office 3 days/ week)

Team- Professional Services

Join Blink's mission to revolutionise workplace experience!

What will you be doing?

The Professional Services team is an integral part of Blink. You’ll be fundamental in taking our customer-focused ethos to the next level, project managing and nurturing our customers through their Blink implementations. You’ll be responsible for managing your own portfolio of Commercial-sized customers, with a longer-term goal of owning our Enterprise accounts.

Responsibilities Include:

• Proactively working with new and prospective customers to enable them to get the most value from our platform
• Supporting new customers through their onboarding and implementation via demos, presentations, workshops, meetings, and training
• Managing multiple ongoing implementation projects end-to-end
• Building strong relationships with key stakeholders quickly
• Planning and leading the onboarding of new customers onto our platform
• Increasing customer satisfaction, adoption, and engagement
• Identifying customers’ needs and looking for opportunities to promote other Blink features and services, where you think value can be added
• Building self-help resources, such as articles, videos, and demos, to get customers set-up and ready to launch Blink successfully to their organisations
• Automating the onboarding processes for customers using the latest tools
• Supporting with the delivery of insightful webinars, training and creating reusable collateral
• Keeping track of customer satisfaction, and coming up with ways to always improve their service and experience

About you

The successful candidate will be resourceful, inquisitive, and a fast learner, who can easily connect with our customers. You’ll be able to pick up new concepts quickly and empathise with customer pain points. You’ll have 3-5 years of relevant delivery experience.

• Previous experience in an onboarding role, within a B2B SaaS business
• Involvement in a scaling Professional Services function and business, where you can share ideas and drive growth
• Strong project management skills, always keep to deadlines, and quick to follow-up with customers
• Strong technical and digital skills, able to automate tasks using online tools
• Familiarity with leading-edge AI tools, their place in your personal workflow, and a curiosity about AI’s potential to automate repetitive tasks across teams.
• Empathetic and sincere about solving customer problems
• Strategic thinker, able to align technology solutions with business objectives and drive measurable value
• The ability to work autonomously with excellent discipline
• Knowledge of SaaS software and awareness of the typical customer lifecycle within the sector
• Experience in a metric-driven environment, held accountable for the success of your projects
• A self-starter, eager to learn and thrive in a high-functioning team, with the autonomy to run complete project lifecycles
• Ruthlessly organised, able to balance competing tasks, provide regular updates and represent Blink as a world-class product
• Familiar with change management principles and experience driving organisational change in customer businesses
• Track record of being the star performer on a team and exceeding the goals you set yourself - we want to win, and we want you to win!
• Preferred: Professional competency in French or Spanish.

Why Blink?

You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with an ambitious and supportive team embarking on a journey most start-ups can only dream of!

Benefits include:

• Competitive salary.
• Stock options on starting and additional high performer grants annually!
• 25 days’ leave + public holidays.
• Additional time off between Christmas and New Year.
• Private healthcare with AXA.
• 3% employer pension contribution when you contribute 5%.
• Cycle to Work scheme.
• Social events ( lunches, breakfasts, nights out).
• Enhanced parental leave.
  

At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability or age.