Implementation Manager

Role Overview:

The Implementation Manager will lead the onboarding and implementation process for new clients adopting the Oak platform. This individual will act as the primary point of contact for clients during the implementation phase, ensuring projects are delivered on time, within scope, and to the highest standards. The role requires a mix of training/facilitation,  project management, client relationship management, and technical acumen.

Key Responsibilities:

1. Client Onboarding:
• Serve as the main point of contact for new clients from contract signing through the go-live phase.
• Facilitate onboarding sessions to understand client needs, goals, and technical requirements.
• Create customised implementation plans tailored to client requirements.
• Educate clients on the Oak platform ensuring the knowledge you pass over is retained
2. Project Management:
• Plan, execute, and oversee implementation projects, ensuring timelines and deliverables are met.
• Monitor project progress and proactively address potential risks or delays.
• Coordinate with internal teams (e.g., Sales, Product,Engineering, and Support) to ensure seamless delivery.
3. Technical Guidance:
• Assist clients with platform configuration, integrations, and customisations.
• Provide basic training on platform features and functionality.
• Troubleshoot and resolve technical issues during the implementation phase, escalating to technical support when necessary.
4. Client Relationship Management:
• Build strong relationships with key stakeholders to ensure client satisfaction and retention.
• Act as a trusted advisor to guide clients in maximising the value of Oak.
• Gather feedback to identify opportunities for product or process improvement.
5. Documentation and Reporting:
• Maintain detailed project documentation, including timelines, deliverables, and client communications.
• Provide regular status updates to clients and internal stakeholders.
• Contribute to internal knowledge bases and process improvement initiatives.

Qualifications and Skills:

• Education: Bachelor’s degree in Business, IT, or a related field (or equivalent experience). Qualification in training and learning desirable
• Experience:
• 3-5 years of experience in implementation, project management, training, or customer success within a SaaS or technology environment.
• Experience with intranet platforms, content management systems, or similar tools is a plus.
• Technical Skills:
• Proficiency with project management tools (e.g., Monday.com).
• Familiarity with web technologies (e.g., APIs, HTML/CSS) and enterprise IT environments.
• Strong Microsoft Office and Google Workspace skills.
• Soft Skills:
• Excellent communication and interpersonal skills.
• Strong organisational and multitasking abilities.
• Problem-solving mindset with attention to detail.

Key Competencies:

• Trainer / Facilitator: Ability to educate clients on platform features with strong facilitation and training skills.
• Customer-Centric Approach: Strong focus on client satisfaction and success.
• Project Management: Ability to manage multiple projects and priorities effectively.
• Collaboration: Works well with cross-functional teams to achieve common goals.
• Adaptability: Thrives in a fast-paced, dynamic SaaS environment.

• Laptop
• Training & Development
• 25 days holiday plus Bank Holidays
• Discretionary days (up to 5 as needed)
• Christmas closure (work permitting) between Xmas and New Year
• Pension and life insurance
• Health insurance & EAP 
• Gym contribution and Travel allowance
• Engaging social events
• Enhanced Maternity & Paternity Leave

Above all else we have an excellent culture at Oak which we work hard to maintain. We are looking for an experienced person that has a positive outlook and is a good fit in a highly engaged team.

Equality and Diversity Statement

At Oak Engage we are dedicated to cultivating a diverse and inclusive work environment where all individuals are valued and respected. We embrace applications from candidates of any background, irrespective of race, colour, ethnicity, national origin, gender, gender identity, sexual orientation, age, religion, disability, or any other protected characteristic. We believe that diverse perspectives enrich our organisation, enabling us to thrive. Our commitment extends beyond recruitment, as we actively promote equal opportunities, fair treatment, and a culture of respect for all employees. Join us in creating a workplace that celebrates diversity and fosters inclusion.