Director, Client Launch
Director, Client Launch
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Job Description
Multiverse is the upskilling platform for AI and Tech adoption.
We have partnered with 1500 companies in the US & UK to deliver a new kind of learning thats transforming todays workforce.
Multiverse apprenticeships are designed for people of any age and career stage and focus on building critical AI data and tech skills. Multiverse learners have driven $2bn ROI for their employers using the skills theyve learned to improve productivity and measurable performance.
In June 2022 Multiverse announced a $220 million Series D funding round coled by StepStone Group Lightspeed Venture Partners and General Catalyst. With a postmoney valuation of $1.7bn the round makes the company the UKs first EdTech unicorn.
But we arent stopping there. With a strong operational footprint and 800 employees globally we have ambitious plans to continue scaling. Were building a world where tech skills unlock peoples potential and output. Join Multiverse and power our mission to provide equitable access to economic opportunity for everyone.
The Opportunity
Were looking for a visionary Director Client Launch to build and lead a brandnew centre of excellence that will power our ability to seamlessly launch learners onto our impactful programmes. Reporting directly to our VP Operations you will be the architect of our core launch processes ensuring both exceptional client implementation and a worldclass candidate fulfilment experience.
In this pivotal role you will be the driving force behind establishing the operational infrastructure that underpins our growth. Youll take ownership of our technical onboarding process building robust customisation capabilities (including bespoke reporting) and establishing a deal enablement function that provides clarity and differentiated service levels within our fulfilment motion.
You will build a scalable enterpriseready onboarding infrastructure including systems for secure data exchange tech whitelisting account provisioning and integration with client IT environments. Crucially you will build and nurture a highperforming team fostering a culture of continuous improvement and setting the standard for operational excellence in our learner journey.
What Youll Do
Lead the design and execution of a comprehensive implementation strategy that champions both clients and candidate journeys from first contact with us to day 90 on programme. Leverage data to identify new opportunities to drive funnel growth and optimise the B2B launch experience.
Within your strategy build service tiers to ensure a personalised fulfilment experience for every client based on the shape scope and size of the deal. Own the enablement and adoption of service tiers internally.
Design and own a bestinclass salestolaunch handover process that turns commercial agreements into deeply personalised implementation plans. Ensure each client experiences this transition as a valueadded consultative step aligned with their specific goals and internal processes.
Hone our technical onboarding experience managing a team of experts to reset our approach to setting our clients up for success via their shared understanding of the technical requirements of our programme delivery. Equally lead the execution of a refined approach to the compliance aspects of our onboarding.
Develop our ability to respond to custom deals building the internal expertise and process to ensure the scalable high quality delivery of customisations including data reporting needs and detailed handover process to programme delivery team members.
Partner closely with Sales and Product leadership to ensure alignment between presale commitments and postsale delivery. Establish structured implementation planning processes that begin during deal scoping and evolve into fullscale launch execution.
During peak moments in our quarterly cycle proactively identify emerging risks and bottlenecks and develop effective mitigation strategies.
About You
10 years of experience leading complex B2B implementation onboarding or launch operations in highgrowth enterprisefocused environments ideally in marketplaces SaaS or services businesses.
Proven ability to lead complex crossfunctional projects that contribute directly to business objectives while managing multiple priorities.
Experience leading B2B client onboarding and implementation in a techenabled service or marketplace model ideally with exposure to enterprise procurement and IT processes.
Familiarity with SOC2 GDPR or other compliance frameworks as they relate to client onboarding and data handling is a plus.
Exceptional leadership and stakeholder management skills with a track record of building and developing highperforming teams and influencing senior decisionmakers.
Experience leading operational transformation to sales processes is a plus.
Datadriven problem solver able to diagnose root causes implement scalable solutions and mobilise crossfunctional efforts to improve operations continuously.
Experience scaling teams and processes ensuring sustainable growth through effective training onboarding and quality assurance systems.
Benefits
Time off 27 days holiday plus 5 additional days off: 1 life event day 2 volunteer days 2 companywide wellbeing days (MPowered Weekend) and 8 bank holidays per year
Health & Wellness private medical Insurance with Bupa a medical cashback scheme life insurance gym membership & wellness resources through Wellhub and access to Spill all in one mental health support
Hybrid & remote work offering with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year
Team fun weekly socials company wide events and office snacks!
Our commitment to Diversity Equity and Inclusion
Were an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race colour ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. This will never change. Read our Equality Diversity & Inclusion policy here.
Safeguarding
All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service (DBS) for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.
Required Experience:
Director
Employment Type
Full-Time
