Implementation Officer

Location: Hybrid / Remote Working with occasional travel to office and customer sites.

• 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 escalated 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

• 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.
• 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.