Implementation Manager, Patchwork

• We are looking for someone to possess a strong 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
• We need someone who can work independently throughout projects, including when creating proposals and delivering product demonstrations
• Demonstrable experience in project management in an enterprise environment (B2B2C)
• 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

• The Implementation Manager is responsible for delivering project implementations for Patchwork’s software solutions and has overarching responsibility to drive successful project outcomes
• The Implementation Manager will be carrying knowledge of project management methods and respecting our internal project framework and best practice, to ensure timely delivery of all projects to scope and budget
• Driving the successful delivery of multiple implementation projects of our software solutions, including simultaneously, 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 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
• 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 our products, with the ability to respectfully push back on unrealistic expectations, using project management tools and expertise in Patchwork solutions to deliver projects successfully
• Manage 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
• Invest 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 or negotiation with the Product Team that unblock projects if required
• Invest 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. e-rostering, bank management, managed services and payroll functions)
• Tracking workforce data to guide clients to the best decisions, and drive client outcomes through product implementation

• 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