Manager of Customer Solutions and Implementation

SafetyCulture; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global technology company is seeking a Manager of Customer Solutions and Implementation in London. This role focuses on leading the EMEA team to deliver exceptional onboarding and customer success experiences, leveraging strong leadership, project management, and analytical skills. The ideal candidate has SaaS experience and a passion for customer success, along with a customer-obsessed mindset. Attractive perks include flexible working arrangements and wellbeing initiatives.

Benefits

Competitive salary

Flexible working arrangements

Professional development opportunities

In-house Culinary Crew

Wellbeing initiatives

Quarterly celebrations

Qualifications

• Experience in the SaaS industry across multiple countries in EMEA.
• Exceptional communication, presentation, and interpersonal skills.
• Clear understanding of technical foundations of a SaaS business.

Responsibilities

• Manage and lead the Customer Solutions and Implementation team.
• Establish best practices for onboarding customers.
• Monitor and track customer success indicators.

Skills

Leadership experience

Excellent communication skills

Project management skills

Stakeholder management skills

Analytical mindset

Job description

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SafetyCulture is a global technology company that is helping to transform workplaces around the world. Our mission is to help working teams get better every day and our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement.

SafetyCulture is among the fastest-growing tech companies. Our bold ambition is to reach 100 million users worldwide by 2032. Opportunities to help shape a journey like this do not come around often!

Are you a strategic and purpose driven leader motivated to deliver exceptional customer outcomes? Do you challenge the status quo and empower teams to think outside of the box? Do you thrive working in a high performing and innovative environment?

Then, we welcome you to join our team as Manager of Customer Solutions and Implementation for EMEA!

In this role, you'll play a pivotal part in enabling our Team to ensure that our customers are set up for success providing onboarding and customer success experiences that delight SafetyCulture customers. Your business acumen and hands on approach will be evident as you mentor, lead and grow our EMEA customer success and implementation team and partner with key stakeholders across the organisation to foster an ongoing culture of collaboration, knowledge sharing and innovation.

What you'll be doing

• Manage and lead the Customer Solutions and Implementation team for EMEA, providing guidance, support, clear operating mechanisms and coaching to ensure the team's success in achieving their goals
• Establish best practices for the team in discovering business needs, implementing and onboarding customers and ensuring that customers are set up for success with SafetyCulture
• Articulate change management and training services for customers and ensure team members are positioned to deliver these services across different user types across customers
• Work closely with Pre-Sales and Customer Success Engineers to ensure effective onboarding of customers
• Refine and execute a customer success approach that delights and maximises value for our customers
• Monitor and track essential customer success indicators, metrics, and goals, delivering regular reports to leadership on key metrics
• Engage in close collaboration with senior-level executives, global Customer Success leadership, and key stakeholders to align customer success initiatives with broader customer and business goals and amplify our influence throughout the organisation
• Inspire your team by championing resourcefulness, adaptability, and continual improvement, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations
• Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics

What you'll bring

• Prior leadership and team management experience, with a strong background in scaling and leading high-performing Customer Success teams
• Experience in the SaaS industry across multiple countries in EMEA in both onboarding and implementation proving you have set customers up for success
• Exceptional communication, presentation, and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders
• Strong project management skills
• Clear understanding of technical foundations of a SaaS business, including integrations, APIs, etc
• Effective stakeholder management skills, and ability to build and maintain positive relationships across all levels of organisations
• Strong commercial acumen
• Analytical mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of initiatives
• Demonstrated expertise in using customer success tools while driving iterative changes and fostering a culture of continuous improvement
• Ideally, business level fluency in another European language as well as a technical background
• Last but not least, a customer obsessed mindset, and passion for SafetyCulture's mission

At SafetyCulture, we care about people and growing the team, through:

• Equity with high growth potential, and a competitive salary,
• Flexible working arrangements,
• Access to professional and personal training and development opportunities; Hackathons, Workshops, Lunch & Learns;
• We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.

You'll also receive other perks such as:

• In-house Culinary Crew serving up daily breakfast, lunch and snacks
• Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
• Quarterly celebrations and team events, including the annual Shiplt global offsite
• Table tennis, board games, gym sessions, book club, and pet-friendly offices.

We're committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we've built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK.

Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you

You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.

To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.