Description

Job Role: Implementation Manager 
Location: London (Hybrid - 3 Days in our Old Street Office) 

Who we are 

Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best.  

At EZRA, we are on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family.  

We believe we are changing people’s lives. We believe a happy team is a productive team. We want our people to care and be proud of what they do. We also practice what we preach – every member of our team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards. 

The Role 

As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Implementation Manager reporting directly to the regional Enterprise Implementation Lead.  

The focus of this role will be to work hand-in-hand with our Enterprise clients to implement programs ensuring a high standard of service and project management to set them up for success in achieving their broader coaching strategy. 
This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.  

What You'll Do 

Communication and Project Management 

• Project manage the client implementation process, from the internal alignment call to 
understand program scope, to week 1 post launch program report
• Coordinate to brief and include Solutions Leads, Coaching Services, Tech Ops teams in the 
implementation process as needed
• Facilitate client discussions to reach program design and go live decisions, working with 
Solutions Leads, where applicable
• Consult on best practice and communication strategies to drive high adoption and 
engagement
• Work in partnership with Coaching Solutions to onboard coaches to the program 
effectively ensure the coaches are clear on the clients’ objectives and needs
• Collect and process participant data to ensure a timely and accurate launch 
• Host coach and participant launches sessions, where applicable
• Proactive follow up with BDs to collect billing requirements and PO information
• Coordinate billing instructions for finance to execute pre-pay invoices
• Manage and schedule task documentation of all future program milestone dates post 
implementation 
• Conduct handover to the Customer Success Manager and BD ahead of the launch, 
summarising next steps and briefing on any nuanced and non-standard program features
• Effectively communicate with cross functional departments that support the overall client 
and participant experience, including Coaching Services, Solutions Team, Tech and Finance
• Key day-to-day relationship contact for our client stakeholders during the implementation 
phase
• Become SMEs in EZRA’s core Propositions and Solutions, understanding capability and 
ongoing iterations through regular training and learning interventions
• Advise and coordinate non-standard program implementation where assessments are 
being deployed or EZRA is part of a client’s internal Leadership Development 
• Help EZRA evolve existing and new processes that will enhance the client and participant 
experience 

Collateral 

• Finalise program communication collateral from templates (brochures, webinar decks), 
drafting tailored collateral in partnership with Solutions Lead and BD where needed
• Create and send pre-launch communications and webinar invites to participants in 
partnership with the client 

Customer Portal and Systems 

• Build out of online intake form data capturing mandatory data ahead of launch
• Daily use of project management tool to ensure accurate and timely implementation of all 
programs
• System administration linked to creating participants and launching the program
• Collaborate with Customer Success Manager to curate week 1 report, attend reporting call 
with the BD to introduce the Customer Success Manager  

About you 

• 3+ years of Customer Success or related corporate experience 
• Experienced project manager with proven experience in a customer success role
• Willingness to work in a fast-paced start-up environment and comfort around operating 
with an element of ambiguity
• Critical thinking skills: ability to problem solve independently and quickly
• Confident, accurate and clear communicator
• Self-starter able to operate in a high pressure, deadline driven, virtual environment
• Ability to influence others without direct authority and, at times, challenge the status quo
• Proficiency in MS Office Suite
• Knowledgeable of marketing/sales messaging principles
• Passionate about clients and participants needs 

We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us