Description

Job Role: Senior 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. 

• Proactively lead on the project management of the client implementation process through to the program launch for large Enterprise clients
• Daily use of project management tool to ensure accurate and timely implementation of all programs
• Key day-to-day relationship contact for our client stakeholders during the implementation phase
• Drive accountability with internal EZRA teams and client to ensure deadlines are met
• Coordinate and effectively communicate with cross-functional departments that will support the implementation and participant experience including Solutions Leads, Coaching Services, Tech Ops, Finance, Marketing teams in the implementation process as needed
• Facilitate client discussions to reach program design and go live decisions, working with internal EZRA teams, where applicable
• Consult on best practice and communication strategies to drive high adoption and engagement
• Finalize program communication collateral, working in partnership with Solutions and Marketing, where appropriate
• Work in partnership with Coaching Solutions to onboard coaches to the program effectively to ensure the coaches are clear on the clients’ objectives and needs
• Host coach and participant launches, where applicable
• Prepare documentation and action items for ongoing management of the program post-launch to ensure the Customer Success team is clear on what needs to be done to make the program successful
• 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
• Become SMEs in EZRA’s core Propositions and Solutions, and take a leading roll in implementing new, complex features with clietns, understanding capability and ongoing iterations through regular training and learning interventions

• Provide mentoring to Implementation Managers
• Help EZRA evolve existing and new processes that will enhance the client and participant experience

• 6+ years of Customer Success or related corporate experience
• Experienced project manager with proven experience in a customer success role
• Experience working with large Enterprise clients
• 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