Implementation Lead, Multiverse
Mid-Market
More information about location
1-5 days a week in office
Multiverse is the upskilling platform for AI and tech adoption.
Posted today
Multiverse is the upskilling platform for AI and tech adoption.
501-1000 employees
Posted today
More information about location
1-5 days a week in office
501-1000 employees
Company mission
Equip the workforce to win in the AI era
Role
Who you are
- Leadership & Team Management: 3+ years of experience in a people leadership role, successfully managing, mentoring, and developing teams, ideally within a b2b or technology environment, with a track record of achieving fulfilment targets and driving project execution
- Strategic & Analytical Thinking: Strong ability to develop and execute effective implementation strategies, leveraging data analysis and insights to drive decision-making and improve operational performance
- Collaboration & Relationship Management: Exceptional interpersonal and communication skills with a proven ability to build strong working relationships with internal stakeholders across various departments and external clients
- Operational Efficiency & Problem-Solving: Demonstrated success in streamlining processes, implementing solutions to enhance operational efficiency, and proactively identifying and resolving complex issues
- Communication & Adaptability: Excellent written and verbal communication skills for effectively engaging with diverse audiences, coupled with the agility to adapt strategies and approaches in a fast-paced and evolving environment
- Client-Centric Focus & Organisational Skills: A strong commitment to client satisfaction with exceptional organizational skills and the ability to manage multiple priorities effectively while ensuring a seamless client experience
- Understanding of the Sales and Customer Success Lifecycle: Familiarity with the stages of the customer journey, from initial sale through implementation and ongoing success management
- Experience working with CRM and project management tools
What the job involves
- As a Mid-Market Implementation Lead, you will play a pivotal role in ensuring the seamless and successful onboarding of our mid-market clients and their apprentices
- Reporting to the Senior Manager of Client Launch, you will lead and develop a team of Implementation Managers, empowering them to drive both the conversion of prospective apprentices into programme starts and the quality of those placements to ensure long-term engagement and success
- You will be instrumental in fostering strong cross-functional collaboration with Sales, Delivery, Launch Operations, and Customer Success teams to create exceptional client and apprentice experiences
- Your focus will be on achieving quarterly fulfilment targets, maximizing revenue retention (measured by the non-start number), and continuously improving our implementation processes
- Reports to: Senior Manager, Client Launch
- Team Leadership and Development: Lead, manage, and develop a team of Mid-Market Implementation Managers, including onboarding, performance management, and guiding them through strategic initiatives like the transition of fulfilment responsibilities from Sales. Foster a high-performance, collaborative, and accountable team culture focused on achieving key performance indicators (KPIs)
- Allocation Ownership and Capacity Input: Own the allocation of client launches within their team, ensuring a manageable book of business for each Implementation Manager. Provide input and feedback into broader patch or team workload planning
- Implementation Excellence and Process Optimisation: Develop, codify, and maintain a comprehensive mid-market implementation playbook incorporating best practices. Continuously evaluate and optimise the end-to-end implementation process for efficiency, consistency, and improved client and apprentice experiences
- Performance Monitoring and Reporting: Track, analyse, and report on key metrics including conversion rates (fulfilment numbers), non-start numbers (42-day retention), and progress against quarterly forecast targets. Identify trends, risks, and opportunities, providing regular updates to senior management
- Risk Management and Mitigation: Proactively monitor deal health, identify potential roadblocks to achieving targets, and implement effective risk mitigation procedures and escalation paths
- Cross-Functional Collaboration: Forge strong relationships and collaborate effectively with Sales RDs, Delivery, Launch, and Customer Success teams to ensure seamless transitions and a unified client experience
- Client Experience Ownership: Champion a positive and proactive client experience throughout the implementation journey, setting high standards for communication and support
- Hiring: Oversee hiring of Implementation Managers in line with the forecast and work with our talent team to hire in line with our hiring framework
Salary benchmarks
Our take
In today's tech-driven workplace, skills like digital marketing, software engineering, product design, and data analysis are pivotal. Traditional pathways to acquiring these skills are evolving, with coding schools like Makers Academy challenging the necessity of a formal Computer Science degree.
Recognizing the need for inclusive pathways, apprenticeships have gained prominence, spurred by government mandates like the 2016 levy. Multiverse (formerly WhiteHat) exemplifies this shift, offering opportunities for all to reskill and thrive in the tech industry.
Embracing a mission of accessibility and innovation, Multiverse's recent strategic moves, including acquiring Californian AI firm, Searchlight and attracting top-tier talent, underscores its commitment to excellence. Partnering with industry giants like Google and Facebook, Multiverse is driving transformative change, democratizing access to tech education.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
70 people
Gary, Chief Learning Officer
Our mission
Unlocking economic opportunity and potential for individuals and orgs by closing skill gaps through measured, applied, guided and equitable learning.Company
Employee endorsements
Opportunities to learn
"Whether that's the content in the course you are teaching of which you're developing a deeper understanding, weekly CPD (continuous professional..."
Funding (last 2 of 5 rounds)
Jun 2022
$220m
SERIES D
Sep 2021
$130m
SERIES C
Total funding: $414m
Company benefits
- M-Powered Summer Long Weekend
- End of Year Company Shut Down
- A focus on wellbeing with access to Spill therapy support, an Employee Assistance Programme and an internal Wellbeing working group.
- Work from abroad policy
- Free access to Wellhub's Starter, Basic and Bronze plans (free gym + more)
- 24 days holiday, plus 1 life event day and 2 volunteer days
- Full Medical Insurance coverage through Bupa, and your medical history is disregarded.
- Life Insurance coverage through AIG. This benefit pays out 3x your base salary to your beneficiaries.
- Our Cycle to Work scheme enables bike ownership with up to 42% savings
- Tech scheme: you can purchase new electronics, including accessories, up to £1,000, and spread the cost through 12 interest-free monthly repayments.
- Workplace Nursery benefit is provided by Enjoy Benefits and is there to help employees with the cost of childcare at a nursery setting.
Company values
- We believe in equality of opportunity
- We treat others as we want to be treated
- We adopt an owner mentality
- Development is at our core
- We make decisions based on facts and logic
- We don’t take ourselves too seriously
Company HQ
Paddington, London, UK
Articles
Leadership
Euan Blair
(CEO)Prior to founding Multiverse, Euan was the UK CEO of Sarina Russo Group, an employment and training provider with more than 1,500 staff worldwide and a turnover exceeding £100 million.
People progressing
Peppa is VP of Go-To-Market, UK&I. She joined Multiverse as an Account Executive in the Go To Market Team and was promoted to Regional Director within 7 months, then progressed to Area Vice President.
People breakdown
13%
11%
6%
68%
2%
Asian
Black or African American
Multiracial / Multiethnic
White
Unknown
Last updated on 10 September 2024
Diversity, Equity & Inclusion at Multiverse
Serena Vaughan (Career Mobility Lead)
- We want to be a leader in Diversity, Equity & Inclusion (DEI), so we’re working hard to drive the change we want to see in the world, inside Multiverse.
- Everything we do in the DEI space is undertaken with the goal of being representative of the geographies in which we operate – and our apprentice community. Gender diversity has been a long-term challenge for the tech world. We're proud that 55% of our UK Team identify as women, this increases to 64% of our Global Leadership Team (director level and above). We're also proud of our thriving LGBTQQIAAP community, comprising 11% of our UK Team.
- We're committed to improving the diversity of our workforce, at all levels. We continue to invest in early talent through our in-house apprenticeship scheme – something we know is a fantastic route into our organization for exceptional talent from a diversity of backgrounds.
- Last year we identified improving the diversity of our Global Leadership Team (director level+) internally as an area of focus. Steps that we took included introducing robust DEI monitoring processes, rolling out Inclusive Recruitment Training to all staff involved in the hiring, and launching our first internal, Global Leadership Accelerator program.
- We’re proud that in the last 12 months, the representation of colleagues from ethnic minority backgrounds at director+ levels, globally, has increased from 6% to 19%. This is good progress but we still have work to do and are committed to building a leadership team that is representative of our colleagues and of the communities we serve.
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