Implementation Team Lead

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade - wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement. We're looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.

The Professional Services Department provides customers with a wide variety of services including the installation of new software, consulting and customer training.

As an Implementation Team Lead, you will play a dual role of supervising a team of consultants as well as enabling customers to use the functionality of our application platforms to successfully run their day to day business.

You will provide leadership, support and direction to the consultants working in your team and play a key role in their training, mentoring and development. Enablement of a quick transition for possible new recruits to billable/productive work will be vital as well incremental knowledge building to allow consultants to consult on a wide range of subjects., * Line managing a number of Implementation Consultants - to coach and manage performance of team members.

• Delivery of exceptional working standards within your consultancy team by demonstrable leadership.
• Approving team expenditure in line with company policies.
• Approving team annual leave in line with company policies.
• Undertaking performance reviews and regular 1-2-1 meetings/coffee chats with your team members.
• Coaching, mentoring and training the team to sufficient standards to achieve high levels of utilization.
• Acting as a first line of escalation, ensuring any customer complaints are dealt with promptly and professionally, escalating where necessary.
• Troubleshooting (bringing in wider stakeholders/accountability holders where required.
• Ensuring stakeholder views are managed towards the best solution
• Prioritising and managing both their own and their team's workload.
• Maintaining customer contact and providing continuity of service between scheduled activities for key pieces of work (significant projects or troubled deliveries).
• Participate on wider PSG initiatives, paying close attention to alignment with other departments and general opportunities for improvement.
• Being accountable for defined actions and areas of specialism.
• Ability to manage multiple projects of varying scope to successful completion.
• Resolve, or assist in the resolution, of customer problems and queries arising from the implementation and subsequent live operation of standard or modified software at customer sites.
• Attend project meetings when required, internally or with clients, to gain or impart knowledge on current status of projects and to document details when appropriate.
• Working knowledge of the Company's policies, practices and procedures pertaining to job responsibilities and the ability to effectively apply them to achieve department goals.

Do you have experience in SaaS?, * Managerial experience in leading a team.

• 5 years' experience working as a consultant for a software house or senior experience gained in the product distribution sector.
• 5 years demonstrable configuration, installation and implementation experience relating to ERP Go Live's.
• Exposure to standard project methodology and implementation activities.
• Excellent customer service and customer facing skills to work alongside customers on and off site.
• Fluent speaking Dutch and French

Desirable

• Exposure or qualification in PMP or other recognized project methodology.
• Proficient in Microsoft Office Suite including Word, Excel, PowerPoint.
• Knowledge of Database platforms for ERP solutions e.g. Oracle or similar would be advantageous.

Personal Skills Required

• A communicator who can deliver clearly and concisely.
• A natural coach, mentor and trainer.
• Excellent written and verbal communication skills with the ability to communicate at both board and end user level.
• Strong interpersonal skills with the ability to interact with diverse groups of individuals and maintain effective working relationships within a team environment.
• Ability to work under pressure with limited time, direction and guidance to complete tasks in a timely and accurate manner
• Be able to investigate issues and generate an effective solution in a systematic and logical manner.
• Project a professional image at all times.
• Be adaptable and work as an effective member of a team.
• Be organized and manage workload efficiently in particular submitting consultancy documentation, timesheets, site visits, completing project check lists, obtaining customer sign off for consultancy work undertaken.
• Work conscientiously and use own initiative.
• Be calm under pressure and manage stressful situations.
• Adopt a positive, pro-active approach to work.
• Ability to recognize how, when and to whom an issue should be escalated.
• Ability to delegate and supervise activities and tasks.

You may also have seen from our recent posts that we are excited to begin sharing our new company name - Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."