Implementation Manager

Are you looking to make an impact and be part of shaping the future of healthcare?

At Semble, we’re searching for someone who excels in managing complex implementations in a SaaS environment. Someone with a track record of creating seamless customer journeys and continuously refining processes. Someone highly motivated to deliver impactful experiences for customers.

Semble is on a mission to enable health professionals to amplify their impact. We improve the way healthcare is delivered to millions of people with a best-in-class cloud-based clinical system that is trusted by thousands of clinicians, empowering them to provide better care, streamline operations, and save costs:

• 7,5M patients in the UK have been treated by clinicians using Semble.
• We’re the market leader in private primary care and the fastest-growing practice management software in the UK.
• On the back of our recent Series B funding from Mercia Ventures, Octopus Ventures, Triple Point, and Smedvig Ventures, we’re poised to further accelerate our growth trajectory.

At Semble, our team is proud to unite under strong cultural drivers:

• Impact - We do work that matters.
• Collaboration – We are in it together.
• Human touch – We care deeply.

This role can be fully remote in the UK and EU (with occasional travel to our London office) within +/- 2 hours of the GMT time zone. We are unfortunately not able to consider candidates located outside these locations and time zones at this stage.

What you will be doing

Reporting to our Head of Delivery, you will work very closely with our Account Management and Migration teams to ensure successful implementation and onboarding of customers of all sizes. You will be managing the end-to-end implementation and onboarding process for major new accounts.

Your responsibilities will include:

• Project management: Manage implementation projects for our largest new customers, ensuring a smooth transition from sale to go-live. This includes developing and maintaining detailed project plans, timelines and milestones and regularly updating customers on progress as well as prompting them to complete actions.
• Process design & optimisation: Help refine our onboarding process for major new customers, ensuring efficiency and a great customer experience.
• Collaboration: Work closely with Sales, Customer Success, Product, Marketing, Migrations and other internal teams to define and align on project requirements and expectations from the outset.
• Customer engagement: Act as a primary point of contact for new customers during implementation, building strong relationships and ensuring satisfaction. This includes managing scope creep effectively, pushing back where appropriate and responding to questions in a timely manner.
• Metrics & reporting: Develop and track KPIs to measure success and identify areas for continuous improvement. This includes regularly and clearly communicating the overall status of implementations to your peers, manager and senior leadership.
• Documentation: Create and maintain documentation, templates, workflow maps and resources to streamline implementation processes.

What we are looking for

• Proven experience as a project manager delivering software implementations for customers or in a similar customer-facing role, ideally in healthcare SaaS.
• Exceptional communication skills, capable of translating complex requirements into actionable steps for internal teams and customers.
• Strong project management skills, with experience managing large, multi-stakeholder projects.
• Experience in requirements elicitation
• Experience working with Managed Service Providers and outsourced developers.
• A process-driven mindset with a passion for continuous improvement.
• Excellent rapport-building skills and the ability to create strong relationships with customers, internal teams and c-suite level stakeholders.
• Highly data-driven, with the ability to use metrics to inform decisions and improvements.
• Comfortable working autonomously in a fast-paced, rapidly changing, high-growth environment.
• Proven experience in leading teams and driving results.

What you’ll get in return

• The great feeling coming with knowing you do something that matters: shaping the future of healthcare!
• Up to £70k package (based on your experience and the value you can bring)
• Autonomy and ownership – This is the opportunity to build a best in class new function from scratch
• 36 days off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good’ days) - that we will expect you to take so you can recharge and rest.
• Company Equity - We appreciate and recognise all our employees’ contributions, so everyone is eligible for Semble share options!
• Private Health Insurance – covering physical and mental health, as well as dental and optical!
• Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office.
• Get the tech you need - You will get the latest MacBook (unless you prefer Windows) and take your pick across a wide range of equipment to set up your home office ergonomically.
• Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field.
• Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies!
• The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...).

We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know.