Implementation Manager, Patchwork

• You will need to have a deep understanding of the needs of our clients, and how to configure and deliver our products to meet those needs, all the while providing an excellent client experience
• You must also be able to work independently throughout projects, including when creating proposals and delivering product demonstrations
• Demonstrable experience in project management in an enterprise environment (B2B2C), preferably with exposure to NHS, healthcare, or HealthTech industry, within SaaS products
• Outstanding stakeholder management and ability to build rapport and respect with clients including at a senior level
• Experience in coaching and influencing colleagues to drive project success
• Outstanding record of developing and maintaining all project documentation and collateral (e.g. project plans / PID / approach documents / timelines etc.)
• Excellent communication skills both written and verbal with the ability to present to a wide group including to senior stakeholders
• Ability to demonstrate a solution mindset, as well as critical thinking
• Eagerness to work with multiple people and be a self-starter
• Prideful in attention to detail
• Tech savvy and adaptable to new technologies and systems
• Ability and passion to work in a fast-paced scale-up team environment, embracing its challenges and opportunities

Desirable

• Become an integral member of an Implementation Team, successfully carrying out multiple projects for our NHS customers!
• Patchwork’s Implementation Managers are responsible for delivering project implementations for Patchwork’s software solutions and have an overarching responsibility to drive successful project outcomes for the projects they are assigned
• Carrying deep and trained knowledge of project management methods and respecting our internal project governance framework and best practice, to ensure timely delivery of all projects to scope and budget
• Working closely with and receiving support from Implementation Consultants and other members of the Implementation Team
• Driving the successful delivery of multiple implementation projects of Patchwork’s software solutions, whilst adhering closely to our project framework and best practice, ensuring timely delivery of all projects to scope and budget
• Working across the Implementation Team, with the ability to influence without authority to ensure team members understand their responsibilities relating to the project and to drive successful project outcomes as the overarching project manager
• Demonstrate being a subject matter expert and a point of escalation for other team members in Implementation; working alongside your Director of Implementation to build skills within the team through improved processes, and documentation
• Maintaining a high standard of project documentation and artefacts both internally and externally, utilising templates and frameworks and inputting into improvements if applicable
• Independently creating high quality proposals and delivering outstanding product demonstrations throughout the implementation process
• Working closely with and receiving support from Implementation Leads and other members of the Implementation Team - being able to communicate effectively and to coach and support colleagues
• Being adept at navigating the organisational hierarchy of the client to identify the right people to achieve implementation goals
• Building outstanding and meaningful client relationships and being able to engage and influence people from all levels including C-Suite and/or other exec-level board members to drive projects to successful completion
• Educating clients on use cases for Patchwork’s products, with the ability to respectfully push back on unrealistic expectations, using project management tools and expertise in Patchwork solutions to deliver projects successfully
• Managing external expectations to ensure Patchwork is never under-delivering; ensuring all parties involved are aware of the implementation progress, milestones, and challenges
• Being commercially aware with an understanding of client procurement practices and their internal politics and policies to ensure relationships and projects are not compromised and are optimised to reach their full potential
• Investing in creating strong internal relationships with client-facing teams across Patchwork to ensure seamless handovers and understanding of client expectations
• Through a combination of effective stakeholder management and domain knowledge of the product, propose viable solutions either through configuration and / or negotiation with the Product Team that unblock projects if required
• Training client stakeholders on how to use Patchwork’s products to their full functionality
• Investing time into strong relationships with Product and Technology to better understand our product suite, and current and future product capabilities
• Demonstrating knowledge on workforce management workflows across the value chain, including non-Patchwork systems (e.g. bank management, managed services and payroll functions)
• Tracking workforce data to guide clients to the best decisions, and drive client outcomes through product implementation
• Acting as a subject matter expert for Patchwork’s products to deliver best results for clients and app users
• Keeping up with industry trends, emerging technologies, and best practice
• Evaluating new tools, technologies, and methodologies to drive continuous improvement

• We are unable to provide individual feedback on each application. If you have not heard from us within two weeks, you have not been selected for an interview. We pledge to always provide feedback to applicants who interview with us