Implementation Manager

The Implementation Manager will lead end-to-end delivery of Rotageek and ELMO solutions for new and expanding customers. You'll own the full deployment lifecycle from discovery and solution design through configuration, testing, rollout, and transition to BAU. You will work closely with Customer Success, Product, Support, and Partner teams to ensure customers adopt the platform quickly, smoothly, and sustainably.

You'll be expected to challenge outdated processes, remove inefficiencies, and actively use automation and AI to deliver projects faster, more accurately, and with less manual overhead. You'll set the pace, drive clarity, and ensure every project lands cleanly and delivers measurable value. As a customer-facing role, you will prepare and deliver clear project plans, timelines, and status updates to stakeholders at all levels, including executives. You will own project performance, risks, and delivery outcomes across your customer portfolio., Project Delivery & Ownership Run end-to-end implementations across multiple customers, keeping scope, timeline, and quality tightly controlled. Lead discovery sessions to understand business structure, labour model, workflows, and technical requirements. Translate customer needs into a clean, scalable configuration plan for Rotageek and ELMO products. Build, manage, and optimise detailed project plans, RAID logs, and documentation. Coordinate technical integrations with customer IT teams and partners, ensuring clear specs and predictable delivery. Drive UAT cycles, training, go-live planning, hypercare, and structured handover to Customer Success.

Efficiency, Automation & AI-Driven Delivery Identify delivery bottlenecks, repetitive tasks, and inconsistent processes, then eliminate or automate them. Introduce AI-supported workflows for data manipulation, requirements analysis, reporting, configuration validation, and documentation generation. Build and maintain playbooks and accelerators that shorten implementation cycles and reduce rework. Champion a "build once, use repeatedly" mindset (templates, scripts, checklists, macros, and automated QA). Work with Product and Engineering to surface recurring issues, gaps, or manual tasks that should be automated in-product.

Customer Management Act as the primary delivery contact for your customers throughout implementation. Build strong working relationships with operational stakeholders, project managers, and technical leads. Facilitate project ceremonies including kickoffs, weekly stand-ups, risk reviews, and steering groups. Ensure customers understand the platform, configuration decisions, and project trade-offs. Escalate and resolve issues early, ensuring project risks are controlled, not surprised.

Cross-Functional Collaboration Work with Customer Success to ensure a smooth handover and early adoption success. Partner with Sales and Solution Consulting to shape accurate scoping, resourcing, and implementation design during pre-sales. Provide structured feedback to Product teams based on customer requirements, blockers, and patterns seen during projects. Support Marketing and Enablement with insights, best practices, and customer success stories.

Operational Discipline & Performance Maintain a tight view of project portfolio health: timelines, risks, RAG status, and resourcing. Report regularly to leadership on implementation performance, blockers, and improvement opportunities. Contribute to forecasting, capacity planning, and implementation process evolution. Constantly evaluate new tools, AI capabilities, and delivery methods to keep Rotageek and ELMO ahead of the industry.

Do you have experience in Time management?, 2+ years in managing SaaS client onboarding projects, ideally within Customer Success or Professional Services. Experience managing multiple client projects simultaneously and delivering on time. Proven track record of managing executive-level client relationships.

Skills Strong project management skills with experience in methodologies like Agile or PMW. Comfortable discussing technical topics and demonstrating the value of SaaS solutions. Understanding of API integrations and technical workflows. Excellent communication skills, with the ability to explain complex concepts to non-technical audiences. Strong organizational and time management skills. Basic experience with SQL and SQL Server Management Studio for troubleshooting.

Industry Knowledge (Advantageous) Experience in Workforce Management, HCM-centric SaaS solutions, or sectors like Retail, Hospitality, or Entertainment. Knowledge of Project Management methodologies (e.g., PMP). Experience in fast-paced, high-growth environments.

More information on our benefits below plus a competitive pay c£60,000 subject to experience.

Rotageek helps businesses optimise staff scheduling through data-driven technology. By leveraging machine learning and advanced algorithms, we enable companies to forecast demand, improve workforce management, and empower employees with greater control over their schedules. Our solutions drive operational efficiency, enhance customer experiences, and reduce staff turnover across the retail and healthcare sectors. Rotageek is now part of the ELMO Software group, strengthening our ability to deliver industry-leading workforce management solutions as part of a broader, award-winning HR technology ecosystem.