Job Description

Join Our Team!

Are you passionate about combining technical expertise with customer-centricity? Do you want to work in a growing, innovative, and collaborative environment? Look no further! We are expanding and looking for passionate and talented individuals to join our team.

Summary

As a Customer Success Implementation Manager at 125 Data and Insights, you'll be at the forefront of fostering long-term, positive relationships with our key clients. The role is multi-faceted, combining project management, technical expertise, and customer relationship skills to ensure customers can leverage our platform effectively and achieve their business goals. Your primary focus will be to ensure our customers are maximising the value of our services from the offset, setting them up for success in achieving their business goals, and fostering relationships with multiple stakeholders within their client base to understand their business objectives and embed 125 into their business.

This role is hybrid working, with expected travel across our offices and customer locations. Our head office is based in Stonehouse, Gloucestershire where you'll enjoy 2 days in the office weekly.

Duties

Lead Client Onboarding:

Develop and execute comprehensive implementation plans customized to each client's goals, timelines, and success criteria.

Coordinate Cross-Functional Teams:

Collaborate with Sales, Product, Engineering, and client stakeholders to ensure alignment and adequate resource allocation throughout the onboarding process.

Deliver Client Training:

Conduct product training sessions and workshops to ensure clients gain full understanding and self-sufficiency with the platform.

Manage Technical Implementation:

Support clients with initial software setup and configuration, ensuring seamless deployment of all technical components.

Facilitate Data Integration:

Guide clients through the process of integrating the platform with their internal systems and data sources.

Resolve Implementation Issues:

Identify, troubleshoot, and resolve challenges that arise during implementation to minimize disruption and maintain momentum.

Set and Manage Expectations:

Clearly communicate project timelines, deliverables, and potential risks to ensure clients have realistic and transparent expectations.

Collect and Act on Feedback:

Proactively gather feedback during implementation to address concerns, refine processes, and enhance the client experience.

Build Long-Term Client Relationships:

Establish trust and strong partnerships to ensure client satisfaction and support long-term success with the product.

Drive Process Improvements:

Continuously assess and optimize implementation procedures to boost efficiency and improve client outcomes.

Contribute to Product Enhancements:

Provide actionable insights and feedback to the product development team based on client implementation experiences.

Track and Report Metrics:

Monitor key implementation KPIs and provide regular reporting to internal stakeholders to highlight progress and areas of improvement.

Skills and Experience

Essential Skills:

Proven experience (3+ years) in customer success or implementation/onboarding roles. Strong technical aptitude, with experience in platform configuration or similar technical tasks. Excellent communication, presentation, and relationship management skills. Familiarity with CRM tools (e.g. Salesforce, HubSpot) and project management tools (e.g. Jira).
You will be an:

Excellent communicator. Have a passion for the hospitality industry. Be confident in speaking to and training clients. Have a pro-active approach and a will to get things done.
You will have:

Strong problem-solving and critical-thinking skills. Proactive, organized, and detail oriented. Ability to work both independently and collaboratively in a fast-paced environment. Customer-centric mindset with a passion for delivering exceptional service. Ability to explain complex concepts in a clear and concise manner.
Desirable:

Experience within the hospitality industry beneficial. Experience with SaaS products and ways of working. Demonstrated success in driving customer success through strategic implementation, growth, and satisfaction.

Why work with us

Engage in cutting-edge projects that make a difference and work somewhere that truly values you!

We offer exclusive lifestyle discounts, a 5% employer pension contribution, 25 days of holiday (plus your birthday!), and a wellbeing support program covering remote GP, mental health, and financial advice, we've got you covered. Benefit from enhanced maternity & paternity leave, free eye tests, and a flexible working environment. Plus, enjoy team get-togethers and company events.

Job Types: Full-time, Permanent

Pay: 35,000.00-42,000.00 per year

Additional pay:

Loyalty bonus
Benefits:

Additional leave Company events Company pension Enhanced maternity leave Enhanced paternity leave Health & wellbeing programme Referral programme Sick pay Store discount Work from home
Schedule:

Monday to Friday
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Stonehouse GL10 3UT

Application deadline: 09/05/2025
Reference ID: Customer Success Implementation Manager