Implementation Support Manager

Sage; City Of London; Hybrid; GBP 40,000 - 42,000; Full time

Job summary

A global academic publisher seeks an experienced Implementation Support Manager to deliver seamless onboarding for higher education institutions. The role emphasizes project coordination, strong communication, and data management skills. Ideal candidates will have a background in e-learning and customer support, with a commitment to improving customer relationships. This position offers flexible working conditions, including hybrid arrangements.

Benefits

25 days annual leave plus bank holidays

Hybrid working arrangement

Life assurance and income protection

Private medical cover

Tuition scheme and professional qualification support

Healthy lifestyle reimbursement

Access to company loans

Qualifications

• Experience in coordinating projects and managing customer relationships.
• Knowledge about e-learning in the higher education sector.
• Confident in data management and analysis.

Responsibilities

• Deliver excellent training experiences by defining internal processes.
• Ensure successful customer onboarding and provide actionable usage data.
• Resolve customer queries quickly and effectively.

Skills

Project coordination

E-learning knowledge

Sales support

Organizational skills

Strong communication

Data analysis

Knowledge of data protection

Job description

Implementation Support Manager – Permanent - £40,370 - £41,672

Join us and be part of a mission‑driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.

About Sage

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.

Our guaranteed independence means we’re free to:

• Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact
• Work together – building lasting relationships, championing diverse perspectives, and co‑creating resources to transform teaching and learning
• Think long‑term – experimenting, taking risks, and investing in new ideas

About our Team

Sage Courses is committed to guaranteeing the seamless delivery of our online training products, Epigeum and Sage Campus, serving a crucial role in our mission to support institutions and educators. The Sales & Implementation team collaborates internally across Product, Publishing and Marketing, as well as with contacts in the wider Sage organization, to reach our objectives.

Could you be our new Implementation Support Manager? Are you?

• Experienced in coordinating projects and managing customer relationships?>
• Knowledgeable about e‑learning in the higher education sector?
• Experienced in sales support, operations, implementation, or training?
• Skilled in organising and prioritising tasks with exceptional attention to detail?
• A strong communicator who builds trust and clarity across teams and with customers?
• Confident in data management and analysis, with experience using visualisation tools?
• Aware of data protection, privacy, and accessibility standards?

Your new role

You will be instrumental in delivering Sage Courses’ products seamlessly to higher education institutions. Your work will create a smooth onboarding experience, foster strong relationships, and empower customer success. This role centres on collaboration, process improvement, and using data to drive informed decisions in a dynamic, evolving environment.

• Deliver excellent training experiences by defining and implementing efficient internal processes that enable customers to access Sage Courses smoothly.
• Ensure successful customer onboarding and provide actionable usage data reports that drive engagement and long‑term success.
• Resolve customer queries quickly and effectively, using root‑cause analysis to prevent recurring issues and improve overall satisfaction.
• Strengthen customer relationships through proactive communication, contributing to retention and trust.
• Champion customer needs internally, sharing insights and feedback to influence product and process improvements.
• Enhance operational efficiency by creating and maintaining clear, up‑to‑date documentation that supports consistent delivery.
• Drive continuous improvement by simplifying implementation processes and reducing complexity for better outcomes.
• Enable data‑driven decisions by analysing and presenting usage and efficacy data that inform strategic choices.

Overview of benefits

• 25 days annual leave (plus bank holidays) with 2 additional floating personal days.
• Hybrid working up to 2 days per week in office and a home working allowance.
• Life assurance, income protection, and travel insurance.
• Private medical cover and access to the company doctor.
• Tuition scheme and support for pursuing professional qualifications, including access to Sage books and journals.
• Variety of snacks and beverages available in the office.
• Healthy lifestyle reimbursement and anniversary trips.
• Access to Company loans (season ticket loan, rental deposit loan, cycle loan).

We’re a Disability Confident Employer (Level 1). If you’d like to apply under this scheme, please let us know in your application.

We’re committed to making our recruitment process accessible and inclusive. If you’d like to request reasonable adjustments, email [e-mail]. Please note we only accept applications via email if an adjustment has been agreed.

Closing date for applications: Sunday 7th December 2025

To ensure we can give each application the attention it deserves, we may consider bringing the closing date forward. Therefore, we encourage you to submit your application as soon as possible to ensure it is considered.

Diversity, Equity, and Inclusion

At Sage, we are committed to building a diverse and inclusive team and to sustaining a culture that celebrates diversity, encourages authenticity, and builds a deep sense of belonging. We encourage applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion, or belief as crafting value through diversity is what makes us strong.