Job Title: Implementation Officer
Salary: Competitive Salary
Reports To: Commercial Director
Location: Hybrid / Remote Working with occasional travel to office and customer sites.
Benefits
- Pension: Auto-enrolment in accordance with the Company’s pension scheme.
- Holiday Entitlement: 31 days per annum (made up of 23 days annual holiday and 8 public/bank holidays).
- BUPA: Private medical insurance following Probation Period.
- Sick Pay: Company sick pay at full salary for up to 10 days per year.
Closing Date: 18th September
Interviews: To commence 21st September
About the Role
We are looking for a structured, customer-focused Implementation Officer to support the successful delivery of customer projects from handover through to go-live. This role is responsible for translating agreed customer requirements into clear project plans, configuration decisions, training activity and successful implementation outcomes.
The Implementation Officer will act as a trusted delivery partner for customers, ensuring projects are well scoped, milestones are achieved, risks are managed and users are confident ahead of go-live. Working closely with Commercial, Customer Success, Support and Product teams, the role will maintain high standards of project coordination, communication, documentation and delivery discipline.
Work Relationships
- Reporting to the Commercial Director.
- Engaging with customers, project sponsors, system administrators and end users throughout implementation.
- Collaborating with Commercial and Customer Success to ensure smooth handover from signed agreement into implementation and long-term customer ownership.
- Working with Support and Product to resolve implementation risks, customer queries and product feedback.
- Providing clear internal updates on project progress, risks, customer sentiment and go-live readiness.
Responsibilities
- Own the implementation journey from commercial handover through to successful go-live and transition into Customer Success.
- Create and manage clear project plans, including milestones, responsibilities, risks, dependencies and customer actions.
- Lead customer discovery and configuration workshops to understand workflows, requirements, priorities and desired outcomes.
- Configure customer systems in line with agreed scope, best practice and customer use cases.
- Deliver clear training for administrators, managers and users, adapting content for remote and on-site delivery where required.
- Manage project meetings, actions, deadlines and follow-up to keep implementations moving forward.
- Manage customer expectations, communicate progress clearly and escalate risks early with proposed actions.
- Maintain accurate implementation records, decisions, sign-offs, training notes and customer updates within agreed systems.
- Support the development of repeatable implementation templates, checklists, user guidance and training materials.
- Share customer insight internally to improve implementation quality, customer experience and project delivery.
Key Success Metrics
The Implementation Officer will be accountable for delivering well-managed customer projects that are completed on time, within agreed scope and to a high standard of customer experience.
Implementation Delivery Metrics
- Implementation projects delivered on time and in line with agreed scope.
- Clear milestone completion, customer sign-off and go-live readiness.
- Risks, blockers and dependencies identified early and managed proactively.
- High standards of project documentation, decision logs, configuration notes and handover records.
Project Quality Metrics
- Customer requirements, actions and decisions clearly captured and agreed.
- Training delivered clearly and users prepared for launch.
- Positive customer feedback on project communication, organisation and delivery.
- Successful handover into Customer Success with clear outstanding actions and next steps.
Internal Quality Metrics
- Accurate and timely updates across internal systems and implementation trackers.
- Contribution to repeatable implementation playbooks, templates and training assets.
- Strong collaboration with Commercial, Customer Success, Support and Product teams.
- Customer and product feedback shared in a structured way to support continuous improvement.
Experience & Skills
Essential
- Experience in implementation, project coordination, customer delivery, technical support or a similar customer-facing role.
- Strong ability to communicate clearly with customers, translate requirements into practical actions and build positive working relationships.
- Confidence leading customer meetings, training sessions, configuration workshops and project updates.
- Excellent project coordination skills, with the ability to manage timelines, actions, risks and competing priorities.
- High standards of documentation, attention to detail and CRM or project system discipline.
- Accountability, personal organisation and confidence working independently within a wider commercial team.
- Willingness to travel where required.
Desirable
- Experience working in software, technology, project delivery, healthcare, social care, charity, public sector or not-for-profit environments.
- Experience using CRM systems, project management tools, support ticketing platforms or implementation trackers.
- Experience supporting data migration, workflow configuration, user permissions or system administration.
- Experience working with healthcare, social care, charity, public sector or not-for-profit organisations.
Personality
- Customer-first, calm and confident when guiding customers through implementation.
- Structured, organised and disciplined in managing actions, deadlines and follow-up.
- Practical and solutions-focused when working through project challenges.
- Confident communicator with the ability to keep customers and internal teams aligned.
- Collaborative with internal teams and committed to improving ways of working.
- Professional, reliable and accountable for delivery.
