Senior Implementation Services Manager

Role Description

The Senior Implementation Services Manager is responsible for ensuring an effective and enjoyable onboarding experience for new clients. You will be responsible for the initiation, progression, and completion of all project planning aspects, working with key stakeholders to ensure that the client transition from sales, through onboarding, to customer success, is a smooth process. You will plan the implementation, working with LawVu department leads and the client, to prioritize, plan, and track implementation milestones and task dependencies throughout the project lifecycle.

Using your consultative, advisory, and negotiation skills, you will help ensure our customers and internal delivery teams remain focused on the delivery and realization of each client’s most critical and agreed project outcomes.

• Identify and engage stakeholders, prepare, manage, and communicate a clear, timed implementation plan
• Utilise key project planning tools and materials, such as Gantt charts and Kanban boards to communicate the project plan, dates, and outcomes to stakeholders
• Assess, confirm, and track stakeholder responsibilities, collating and managing all project communications with the client, at regular check-in points
• Liaise with internal LawVu teams including sales, implementation, product, and engineering, to ensure smooth delivery of project goals
• Communicate with clients to fully understand their objectives, requirements, internal workflows, and ways of working
• Identify, help, and nurture client-side project advocates and blockers where necessary
• Set up new client accounts, including configuration as required
• Feedback end-user experiences to the product team and customer success
• Handoff implemented customers to Customer Success Management

Qualifications

• 5+ years previous experience in a senior project or change management role
• Expert knowledge and understanding of the legal industry
• Strong time management and organisational skills, and the ability to multitask
• Excellent listening, negotiation, and presentation skills
• Excellent verbal and written communications skills

Benefits

• Monthly wellness allowance to use on whatever enables you to bring your whole self to work - gym membership, massage, childcare.. the list goes on!
• Health insurance cover
• Extended paid parental leave
• Extra paid day off on your birthday
• Share options so you can have a piece of the pie
• Home office allowance set up for remote employees