Implementation Engagement Manager

About the role

As an Implementation Engagement Manager you'll support the Engagement Directors, responsible for implementation project governance, customer relationship management, and supporting sales growth in one or more of three market segments - strategic & enterprise, mid-market, or public sector. Additionally, you may be asked to support on key internal transformation programmes.

In this highly customer facing role, you'll support the implementation project teams and the commercial / sales teams on an engagement-by-engagement basis to achieve the outcomes committed to the customer. You'll need to be extremely credible with customers, have a strong growth and governance track record, and be able to energise and motivate a team who have come together for the specific engagement.

Under the overall governance of the Engagement Directors, you'll own the project P&L, customer satisfaction, and achievement of customer benefits and Zellis implementation quality measures. You must be able to manage customer dissatisfaction swiftly and effectively without creating unnecessary commercial exposure for Zellis. You'll also be expected to build close working relationships with the Engagement Directors, as well as Commercial, Technology and Managed Service teams.

You'll bring gravitas, as well as a pragmatic and transformational approach to engaging internal stakeholders, acting as the voice of the customer internally (in a delivery context) with a 'can do’ attitude to ensure we exceed customer expectations.

Key responsibilities include:

• Market-facing involvement with key clients; specifically to participate in selling and closing major engagement bids and initiatives in with a focus on onboarding new customers to Zellis.
• Identifying and pulling together the right project team with the right mix of skills for each engagement, and on occasion project managing without the need for a designating Project Manager.
• Pricing for each project, ensuring we are competitive and do not act as a barrier to switch.
• Managing the P&L on a job-by-job basis.
• Bringing accountability for customer satisfaction, customer benefits, and quality KPI achievement.
• Accelerating time to value over time until implementations are consistently aligned to KPIs.
• Leading on post implementation reviews and implementing lessons learnt in other engagements, and sharing these with colleagues.
• Helping to support the In Life Solutions team, by proactively identifying opportunities and pulling in colleagues to capitalise post go-live.
• Readily embracing new product features and the opportunity these present.

Skills & experience

• Experience leading medium-large scale implementation, software, advisory or managed services customers, with medium-large scale employee volumes (over 10,000 employees and £300k+ budgets), preferably as a Portfolio Manager.
• Ability to manage and own Programme KPIs, objectives, financial measures, planning, resourcing, deliverables, and successful outcomes with internal and customer stakeholders (including C-Suite level).
• Ability to support commercial teams and pricing for programmes/projects in the sales pipeline.
• Experience leading multi-disciplinary teams, including outside of knowledge expertise.
• Determines, applies and advises appropriate methods, tools, applications and processes (leading continuous improvement of standard operating processes).
• Participates in thought leadership related to own specialisms.
• Influences strategy for own specialisms.
• Experience working in the HR & Payroll software and/or outsourcing industry (highly desirable).

Benefits & culture

At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:

• Unstoppable together.
• Always learning.
• Make it count.
• Think scale.

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.

We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:

• A competitive base salary, plus cash car allowance.
• 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension scheme with company contributions up to 8.5%.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.