Implementation Manager

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

At Multiverse, we’re on a mission to provide equitable access to economic opportunity, for everyone. We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact.

As Multiverse continues to evolve as a SaaS-ready organisation, we seek an experienced and dynamic Implementation Manager to join our Customer Success Operations Team. This role acts as an essential bridge between the various phases leading up to our “Flying Start” and learner onboarding process. The Implementation Manager will play a critical role, steering the fulfilment and onboarding process of our customers from post-sales phases through to successful client platform launch. Utilising SaaS-based implementation methods - such as structured onboarding processes, collaborative project management, and data-driven insights - the ideal candidate will focus on relationship-building, meet fulfilment targets, and ensure clients are equipped to make full use of our product.

Responsibilities

• Collaborate with cross functional teams, including Sales, Customer Success, Admissions, and Delivery teams, to manage and implement large-scale, customised launches.

• Develop and maintain effective launch project plans ensuring timely completion of pre-launch activities while adhering to key deadlines.

• Oversee the fulfilment and implementation process post-B2B sales, proactively identifying and addressing any potential risks to revenue.

• Assist infosec teams in conducting technology checks and ensure apprentices can fully access and effectively make use of our platform and necessary software.

• Provide client support, delivering an exceptional onboarding experience and successful program launch while setting the stage for enduring success.

• Maintain direct communication with clients, including Champion and HR teams, and Apprentice Managers to assist them in fully utilising our platform.

• Implement feedback from both internal and external stakeholders for continuous improvement and process enhancement.

• Identify and execute process improvement initiatives to enhance operational efficiency and improve client satisfaction.

Requirements and Skills

• Experience: 3-4 years in client relationship management within an implementation team or similar role, demonstrating the ability to foster strong partnerships and collaboration with cross-functional teams, including sales; customer success & delivery.

• Project management: proven track record in managing complex projects with diverse stakeholders, ensuring timely delivery and successful client outcomes.

• Product Operations: familiarity with navigating technical SaaS products and the ability to implement operationally efficient practices to support effective client onboarding and use of our platform.

• Analytical skills: proficient in collecting, analyzing, and interpreting data from multiple sources to drive decision-making and improve processes.

• Interpersonal skills: exceptional communication abilities, both written and verbal, essential for managing relationships with clients and internal teams.

• Client Focus: passionate about providing exceptional client experiences by understanding their needs and aligning strategies to meet those needs.

• Adaptability: ability to thrive in a fast-paced, changing environment, with a strong capability to adjust strategies based on emerging insights or client demands.

• Proactive Mindset: resilient and solution-oriented, with a knack for anticipating challenges and implementing effective solutions.

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, we'd love to hear from you

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re 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.