Head of Customer Implementation

The role

You will lead the Customer Onboarding and DevOps Architecture teams to drive implementation performance for enterprise and mid-market customers. You will evolve implementation methodologies and strengthen handovers between Sales, Solutions Engineering, and Customer Success.

What you will do

• Own implementation performance across enterprise and mid-market customers
• Evolve implementation methodology for a repeatable approach
• Maintain visibility across active implementations using delivery data
• Support complex or at-risk implementations as the senior escalation point
• Build partnerships with Sales and Solutions Engineering
• Represent implementation during complex enterprise sales conversations
• Build relationships with senior stakeholders at strategic customers
• Provide implementation guidance and quality oversight for global partners
• Lead and develop Customer Onboarding and DevOps Architecture teams

Required qualifications

• Experience leading Implementation, Professional Services or a related customer delivery function
• Experience leading and developing managers
• Experience evolving an implementation or delivery methodology
• Experience working with professional services or delivery partners
• Experience working alongside Sales in complex pre-sales conversations
• Experience building relationships with senior customer stakeholders
• Understanding of how implementation influences adoption, retention and growth
• Experience developing people across technical and customer-facing roles
• Ability to work collaboratively across teams

Nice to have

• Experience working within the Salesforce ecosystem
• Familiarity with Salesforce DevOps, release management, or the challenges teams face when managing complex Salesforce environments

Benefits

• Flexible home working
• Personal development budget of up to £1500 per year
• Top end hardware provided
• Opportunity to join our Long Term Incentive Plan
• Free lunch in the office
• 25 days holiday plus bank holidays
• Option to buy an extra 5 holiday days each year
• Company Pension Plan (matching up to 5%)
• Bupa health care
• Enhanced family leave from day 1, including 26 weeks full maternity/adoption pay, OTE-inclusive
• Bupa Menopause Plan offering specialist consultations and support
• Life Insurance & critical illness cover

About the company

Gearset is investing in implementation as a distinct part of its Customer Growth organisation to help customers see value sooner and build confidence.