Enterprise Software Implementation Manager

We're open to candidates in Boston, our preferred location, or the East Coast, with some flexibility required for meetings in all US time zones and Europe.

80% of the global workforce is a frontline worker; yet their work experience - how they work, how they connect with systems, with others, etc - is fundamentally disjointed and difficult compared to desk-based workers.

Blink has built an unparalleled employee super-app to achieve our mission of closing this digital divide and enable distributed organisations to reconnect their frontline workforce, communicate effectively with all their employees and engage with all of them like never before. Blink’s super-app allows frontline workers to access everything they need and everyone they want in the palm of their hand. Our cutting-edge platform serves thousands of users across the globe, empowering enterprises to engage, motivate, and retain their most valuable assets—their people.

Blink has been named in Sifted’s Top 100 fastest growing companies, G2’s report for best employee engagement software and recognised by Gartner as a leading software provider in their annual market guide for Employee Communications Application.

💻 What will you be doing?

Our Implementation team is a global team with a customer-focused ethos and a mission to deliver seamless software implementations that deliver high user adoption, engagement and instant business value. We are seeking an experienced Digital Transformation Delivery Manager to sit in our Implementation team and manage the delivery of Blink to our largest US-based enterprise accounts (10,000+ users).

This role requires a blend of strategic thinking, technical expertise, and relationship management to drive change and value realisation for our customers. As the most senior Implementation resource in the US, you will play a critical role in ensuring the successful deployment of Blink within large, complex organisations. You will also work closely with our partnerships team to help drive how we scale the team to work and engage with our expanding partner ecosystem.

Responsibilities Include:

• Lead and manage the implementation of Blink for large-scale enterprise accounts across all delivery phases, from planning to deployment to hypercare
• Build deep executive/C-level relationships, creating new senior stakeholders and understanding business concerns, motivations, and priorities
• Develop and implement comprehensive Value Realization frameworks to track and measure the impact of our solution against the customer’s organizational goals
• Be a trusted advisor and thought partner throughout the engagement lifecycle
• Own and maintain strong relationships with key stakeholders quickly, both internally and externally across large complex organizations
• Able to understand executive business priorities and objectives, identify business imperatives and flex approach to align with business strategy and initiatives
• Play a key role in expanding our partner ecosystem by building and nurturing relationships with new partners as they are introduced into our network
• Collaborate with potential and existing partners to ensure alignment with our product offerings and customer needs, facilitating successful integrations and joint initiatives
• Work closely with internal teams to ensure that partner contributions are effectively leveraged in delivering customer solutions and enhancing overall value
• Act as the lead relationship owner between Implementation & US Sales - collaborating closely with the sales team to support RFPs and prospect conversations, offering strategic insights and ensuring alignment between customer needs and our product capabilities
• Able to optimize for business outcomes, foresee potential challenges and issues ahead of time and take proactive steps to ensure a successful project outcome
• Pinpoint customer pain points and find exciting, innovative ways to resolve them
• Deliver content to support implementations, such as demos, presentations, workshops, webinars, meetings, training, and more
• Collaborate cross-functionally with our Product, Business Intelligence, and Engineering teams to ensure the delivery of all technical & integration components of an implementation
• Collect and analyze customer feedback to identify trends, pain points, and opportunities for product improvement, and collaborate with internal teams to influence the product roadmap.
• Keep track of customer satisfaction, adoption, and engagement, coming up with ways to always improve the service and experience
• Serve as a senior leader within the implementation team, mentoring junior team members and sharing best practices to elevate overall team performance
• Collaborate with cross-functional teams, including Product, Engineering, and Customer Success, to ensure a cohesive and unified approach to customer delivery
• Apply project learnings to build and enhance our team methodology and processes, always striving to make our customer experience better
• Share your knowledge and expertise about implementation & project management, across the wider Blink team, and help contribute to building internal implementation processes and assets

🚀 About you

The successful candidate will have 6+ years of experience, and you are resourceful, inquisitive, and a fast-learner, who can easily connect with our customers. You’ll be able to pick up new concepts quickly and empathize with customer pain points. This is a senior role, involving complex projects and executive stakeholder interactions, but the successful candidate will also be comfortable in a start-up environment, able to operate with a level of ambiguity, and not afraid to get hands-on in the details as needed.

• Previous experience successfully delivering software implementation projects, working with large enterprise customers within a B2B software business
• Strong project management skills, always keeping to or exceeding deadlines, and quick to follow up with customers with clear and concise communication
• Strong understanding of change management principles and experience in driving organizational change in large enterprises
• Excellent communication and interpersonal skills, with the ability to influence and build relationships at all levels of an organization
• Strategic thinker with the ability to align technology solutions with business objectives and drive measurable value
• Highly organized, with strong project management skills and the ability to manage multiple priorities in a fast-paced environment
• Strong technical and digital skills, proficiency in data analysis and using insights to inform decision-making and strategic planning
• Passionate about mentoring others and sharing insights within the team
• Proven ability to manage multiple senior stakeholders in complex large-scale organizations
• Comfortable interacting with and managing C-level executive relationships
• Adept at influencing and persuading stakeholders at all levels of the customer organization; able to successfully drive business and organizational change
• Knowledge of SaaS software best practices and awareness of the typical customer lifecycle within the sector
• Excited to be involved in a scaling Professional Services function and business, where you can share ideas and drive growth
• Empathetic, sincere, and emotionally intelligent about solving customer problems
• Experience in a metric-driven environment, being held accountable for the success of your projects
• Ruthlessly organised, with the ability to balance multiple tasks and priorities, provide regular updates and represent Blink as a world class product
• A strong prioritizer, with the ability to quickly understand what matters to our clients, and how to deliver that
• A self-starter, eager to learn and thrive in a high-functioning team, and demonstrating an autonomy to run complete complex project lifecycles
• Project management qualifications beneficial
• c.20% US Travel required.

💚 About us

We're a motivated and ambitious team, we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try and learn as much as we can from one another, through knowledge sharing and healthy debate.

💰 What we offer

You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with anambitious and supportive team embarking on a journey most start-ups can only dream of! Benefits include:

• A competitive salary
• Generous equity allocations with significant upside potential
• 401(k) A generous plan to help you save for a bright future
• Private health insurance- we'll pay for your medical, dental, and vision coverage
• The ability for you to grow, learn and solve a variety of challenges, working in a supportive environment with smart, talented people.

At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age or veteran status.