Role specifics

• Salary range: up to £65,000
• Reporting to: Director of Professional Services
• Key stakeholders: Professional Services, Sales, Customer Success, Support, Product
• Organisational Framework Level: 3
  

About you/ Job Summary

In this customer-facing, Professional Services Team, you will manage implementation projects for key and complex customers. Applying project management methodologies and structure to ensure Clue customer projects are delivered on time and to budget in line with strategic customers objectives. You will have a focus on continuous improvement and scalability to support Clue’s ambitious growth plans.

Key Accountabilities

• Excellent track record with internal and external stakeholder management, allowing for a seamless transition from sale through to onboarding and handover, delivering outstanding customer service
• Translating scope and requirements into delivery plans and keeping projects on track
• Leading status and project health updates
• Supporting resource allocation
• Confidence in facilitating workshops and meetings with key stakeholders
• Be responsible for the supporting documentation of business requirements, configuration, notes and actions
• Support continued profitability and growth within the Professional Services team and the wider business
• Identifying cross-sell and upsell opportunities for further growth within the customer base, based on learnings from the projects and customer needs
• Upholding the quality of the deliverables owned by Clue by ensuring the right levels of documentation, sign off and testing before delivering to the customer
• Keeping projects on track, owning the tracking and presenting succinct reporting to senior stakeholders, automating where possible
• Leading on continuous improvement of processes and documentation to support customers and internal team members
• Supporting product development by understanding and translating customer use cases, feedback and problems

Key role measures

• Up-to date reporting to allow for accurate resource management and utilisation
• Focused on growth and profitability within Professional services managing scope and changes
• Customer satisfaction scores
• Customer growth

Experience and skills

Our ideal candidate would have experience in the following areas:

• Experience in a customer-facing SaaS implementation project management role or similar
• Demonstrable experience managing risks, issues and changes, finding appropriate solutions whilst balancing customer expectations and experience, keeping implementation on track and maintaining the profitability/value of the project
• Experience using a CRM / Professional Services tools (advantageous if these are Salesforce / Asana)
• Confident working with senior stakeholders, understanding complex information and competing priorities
• Working with customers from public and private sector, from small to large scale matrixed organisations
• Experience of working in scale-up environment
• Navigating ambiguity, extracting and documenting processes to support efficiency, scalability and improvement
• Previous successful applications of project management methodologies
• Beneficial: PRINCE 2 or similar qualification, domain experience
  

Diversity, Equity and Inclusion

If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway and tell us more about yourself. You may be just the right candidate for this or other roles.

We believe that seeing the world from all sorts of angles makes life better for all. We want you to know that the things that make you an individual, like your identity, age, ethnicity, religion, ability and background, are things that we choose to celebrate and support.

We are a scale-up company, and as we continue to grow, we are passionate that having a diverse, inclusive and authentic workplace will remain at our core. We are creating an inclusive environment where our people can thrive.

Our values are aligned and at the heart of everything we do. We are respectful, united, rigorous, relentless and ethical.