Mid-Market Implementation Lead
Mid-Market Implementation Lead
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Job Description
Multiverse is the upskilling platform for AI and Tech adoption.
We have partnered with 1500 companies to deliver a new kind of learning thats transforming todays workforce.
Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI data and tech skills. Our learners have driven $2bn ROI for their employers using the skills theyve learned to improve productivity and measurable performance.
In June 2022 we announced a $220 million Series D funding round co-led by StepStone Group Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn the round makes us the UKs first EdTech unicorn.
But we arent stopping there. With a strong operational footprint and 800 employees 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 equip the workforce to win in the AI era.
The Role:
As a Mid-Market Implementation Lead you will play a pivotal role in ensuring the seamless and successful onboarding of our mid-market clients and their apprentices. Reporting to the Senior Manager of Client Launch you will lead and develop a team of Implementation Managers empowering them to drive both the conversion of prospective apprentices into programme starts and the quality of those placements to ensure long-term engagement and success. You will be instrumental in fostering strong cross-functional collaboration with Sales Delivery Launch Operations and Customer Success teams to create exceptional client and apprentice experiences. Your focus will be on achieving quarterly fulfilment targets maximizing revenue retention (measured by the non-start number) and continuously improving our implementation processes.
Reports to: Senior Manager Client Launch
Responsibilities:
Team Leadership and Development: Lead manage and develop a team of Mid-Market Implementation Managers including onboarding performance management and guiding them through strategic initiatives like the transition of fulfilment responsibilities from Sales. Foster a high-performance collaborative and accountable team culture focused on achieving key performance indicators (KPIs).
Allocation Ownership and Capacity Input: Own the allocation of client launches within their team ensuring a manageable book of business for each Implementation Manager. Provide input and feedback into broader patch or team workload planning.
Implementation Excellence and Process Optimisation: Develop codify and maintain a comprehensive mid-market implementation playbook incorporating best practices. Continuously evaluate and optimise the end-to-end implementation process for efficiency consistency and improved client and apprentice experiences.
Performance Monitoring and Reporting: Track analyse and report on key metrics including conversion rates (fulfilment numbers) non-start numbers (42-day retention) and progress against quarterly forecast targets. Identify trends risks and opportunities providing regular updates to senior management.
Risk Management and Mitigation: Proactively monitor deal health identify potential roadblocks to achieving targets and implement effective risk mitigation procedures and escalation paths.
Cross-Functional Collaboration: Forge strong relationships and collaborate effectively with Sales RDs Delivery Launch and Customer Success teams to ensure seamless transitions and a unified client experience.
Client Experience Ownership: Champion a positive and proactive client experience throughout the implementation journey setting high standards for communication and support.
Hiring: Oversee hiring of Implementation Managers in line with the forecast and work with our talent team to hire in line with our hiring framework.
Skills & Requirements:
Leadership & Team Management: 3 years of experience in a people leadership role successfully managing mentoring and developing teams ideally within a b2b or technology environment with a track record of achieving fulfilment targets and driving project execution.
Strategic & Analytical Thinking: Strong ability to develop and execute effective implementation strategies leveraging data analysis and insights to drive decision-making and improve operational performance.
Collaboration & Relationship Management: Exceptional interpersonal and communication skills with a proven ability to build strong working relationships with internal stakeholders across various departments and external clients.
Operational Efficiency & Problem-Solving: Demonstrated success in streamlining processes implementing solutions to enhance operational efficiency and proactively identifying and resolving complex issues.
Communication & Adaptability: Excellent written and verbal communication skills for effectively engaging with diverse audiences coupled with the agility to adapt strategies and approaches in a fast-paced and evolving environment.
Client-Centric Focus & Organisational Skills: A strong commitment to client satisfaction with exceptional organizational skills and the ability to manage multiple priorities effectively while ensuring a seamless client experience.
Understanding of the Sales and Customer Success Lifecycle: Familiarity with the stages of the customer journey from initial sale through implementation and ongoing success management.
Experience working with CRM and project management tools.
At Multiverse we value innovation collaboration and the commitment to ensure the best outcomes for our clients and apprentices. If you share our values possess the required skills and are passionate about making a positive impact in a rapidly growing organisation we encourage you to apply.
Benefits
Time off - 27 days holiday plus 5 additional days off: 1 life event day 2 volunteer days 2 company-wide wellbeing days (M-Powered 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 work offering - and the opportunity to take part in our work-from-anywhere scheme
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.
Right to Work
Do you have the right to work in the UK Unfortunately at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.
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.
Employment Type
Full-Time
