Trial & Implementation Coordinator - Ezra

Delivery London, United Kingdom United Kingdom
Contract Type: Full-time



Trial & Implementation Co-Ordinator, Ezra

Who we are:

Ezra delivers the highest quality professional coaching to employees using industry leading app-based technology. We redesigned coaching for the digital age with world class technology enabling quality coaching sessions, seamless user journey and regular reporting like never before.


An exciting start up sitting within LHH’s suite of talent development solutions, in just over a year, we have grown to become the fastest growing virtual coaching solution globally, supporting many of the world's leading companies with high impact, 1:1 personalised coaching.


At Ezra we use innovative technology to achieve the greatest user experience, but the heart of the service is the quality and diversity of our 2000+ global coaching pool. 


Now, everyone can be better with a coach.



Role Title: Trial & Implementation Co-Ordinator, Ezra


The Role

To aid our rapidly expanding growth and support our growing trial and implementation team, we are looking for an enthusiastic and highly organized Trial Services Co-Ordinator, who will provide exceptional levels of customer service to prospective customers who are experiencing Ezra for the first time.  This very varied role is pivotal to the Ezra sales process and will support in the conversion of potential sales opportunities, as customers move through their demo experience into a paid Ezra program.


Reporting Relationships:

        Trial & Implementation Manager, Ezra



        London – Temporary remote working due to Covid-19


Major Responsibilities

        Provide effective and proactive first-level service to the Ezra prospective and existing accounts, supporting the onboarding of new customers, overall retention and expansion of account relationships

        Project manage the client onboarding set-up, from close to launch date collaborating with key functions that play a role in the implementation process

        Effectively support sales, product, operational delivery and finance functions

        Oversee all reporting requirements at account level during the Ezra Program

        Key day to day relationship contact for our client stakeholders

        On the ground support for locally based Trial & Implementation Lead

Key Activities

Sales and Operational Support

        Work with our sales colleagues to ensure alignment of new program launches and Ezra trials

        Support the Trial & Implementation global team as needed

        Develop a complete understanding of the contract and project requirements to ensure ease of implementation.

        Coordination and attendance at client onboarding meetings to define key milestones and communications

        Work in partnership with our Coaching Solutions team to select and brief our coaches and where required facilitate virtual briefings pre delivery

        Maximize adoption and engagement of all Ezra participants

        Execute production and delivery of client reporting needs, utilizing Ezra’s Reporting Capabilities

        Assist in the development of client-facing materials and collateral as appropriate

        Stay well-versed in and be able to explain and articulate Ezra’s Product and Platform capabilities



Account Retention & Expansion

        Proactively plan and prepare for client reviews, compiling account reporting including PPT presentation and data analysis to provide data insights and trends

        Develop, foster and maintain client relationships to ensure account retention

        Support in the handover of accounts to the local CSM function as customer accounts pass the value threshold, acting as a subject matter expert on the account providing a seamless experience

        Participate in all aspects of Ezra CSM community (training, systems, processes)

        Proficiency in Ezra systems and updating internal shared documents


        Liaison with Trial & Implementation Lead monthly to ensure customers do not have outstanding balances past account terms and programs are accurately forecasted

        Preparation of Ezra delivery reports to support validation of coach invoices globally


Required Experience/Characteristics

        Experienced project manager with proven experience in a customer success role

        Willingness to work in a fast-paced startup 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

        Confident and proficient using finance and invoice systems

        Passionate about clients and participants needs


What We Offer

        Contract: Permanent

        Contract Type: Full Time

        Hours: 37.5

        Schedule: 9am-5:30pm, Monday-Friday

        Salary: Depending on Experience


Must have the right to work in the UK


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.