SaaS Implementation & Value Realization Lead

3E Company; Lancaster; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

3E is seeking an Implementation Project Manager to lead large, complex customer implementations, coordinating multi-product delivery and technical teams to ensure on-time, within-scope delivery with measurable outcomes.

You’ll translate customer scopes into executable strategies, manage risk, and maintain data-backed visibility for customers and leadership while driving post-onboarding value realization.

Qualifications

• 3–5 years of experience in software implementation, customer onboarding, technical account or project management, or professional services, ideally within B2B SaaS, technology, or information services.
• Experience leading complex customer implementations with multiple workstreams, dependencies, contributors, or products.
• Experience owning project scope, plans, milestones, risks, dependencies, change control, customer communication, and delivery outcomes.
• Strong technical aptitude and the ability to understand configuration, data, integration, and technical delivery sufficiently to coordinate specialists and identify risk; coding is not required.
• Demonstrated ability to lead customer conversations and communicate credibly with senior customer stakeholders.
• Ability to lead and influence cross-functional contributors without formal authority.
• Experience managing multiple concurrent projects and making informed prioritization decisions based on customer and business impact.
• Proficiency with CRM tools such as Salesforce or HubSpot and Microsoft Office, with comfort using data, dashboards, and systems of record to communicate project health.

Responsibilities

• Lead complex new-logo, cross-sell, and Value Realization implementations from internal handoff through customer acceptance and formal close.
• Translate complex scopes of work into an integrated delivery strategy covering products, workstreams, milestones, resources, dependencies, assumptions, exclusions, and acceptance criteria.
• Lead technical discovery and pre-integration planning with customers, CX technical specialists, and relevant internal teams.
• Own the master implementation plan and coordinate implementation specialists, Product, Engineering, Data, Cloud, technical consultants, external partners, and customer resources.
• Establish measurable success and acceptance criteria at kickoff and maintain accountability for those outcomes throughout delivery.
• Lead customer project governance, including senior stakeholder and sponsor communications.
• Maintain the milestone tracker and conduct phase-gate reviews, giving a clear assessment of whether projects are on track, at risk, or behind and establishing mitigation plans when required.
• Identify cross-workstream dependencies and risks early and determine their impact on the critical path.
• Lead complex, multi-product delivery by managing scope and change control, coordinating custom development through launch, maintaining a unified customer plan across teams, and providing leadership with clear, data-backed reporting on project health, risk, timelines, value, and adoption.
• Build and maintain dashboards or reporting tools that make project status and risks visible without relying solely on status meetings.
• Lead customer escalations diplomatically while maintaining accountability for customer commitments, decisions, resources, data readiness, and signoffs.
• Partner with Commercial on implementation handoff and identify expansion opportunities or renewal risks surfaced during delivery.
• Represent the delivery perspective during pre-sales scoping of complex or higher-risk opportunities so commitments can be successfully delivered.
• Drive structured post-onboarding Value Realization Projects, including complex migrations, integrations, optimization, remediation, and workflow initiatives.
• Manage multiple concurrent implementations and make prioritization decisions based on risk, complexity, dependencies, and customer impact.
• Identify opportunities to improve implementation processes, delivery predictability, time-to-value, and the overall customer experience.

Job description

3E is seeking an Implementation Project Manager to lead large, complex customer implementations, coordinating multi-product delivery and technical teams to ensure on-time, within-scope delivery with measurable outcomes.

You’ll translate customer scopes into executable strategies, manage risk, and maintain data-backed visibility for customers and leadership while driving post-onboarding value realization.