Head of Implementation (Senior Director)

Our world class consumer insights platform allows creators to create brands, ads, products and shopping experiences that people love.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have worked with hundreds of global enterprise brands, have tested 100,000+ ideas, operate in 50+ research markets and have over 300 employees spread across North America, western Europe, South Africa and Asia Pacific.

So how do we do it? 

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market. 

Through working with some of the biggest brands in the world, we’ve built technology that lets our customers see their product innovations and advertising ideas through their consumers’ eyes so they can quickly iterate, optimize, validate and learn — increasing their chances of in-market success.

The role

The Head of Implementation at Zappi is responsible for driving a best in class function to onboard new customers. To fill this role we are looking for an exceptional leader who comes with proven experience in a similar role, with the ability to identify opportunities for improvement, as well as reinforce best practices within our existing onboarding methodology.

The role sits within the Customer Expertise team, which includes both Implementation and Professional Services. There is a strong emphasis on collaboration and team working within the function, as there is often overlap in how the team works with customers, but also in bringing the most relevant Subject Matter Experts into the customer experience at the right time. 

Customer Onboarding and Implementation:

• Ownership of the Implementation approach within Zappi - reinforcing excellence in the existing process, and bringing proven ideas for optimization. There will be particular focus on measurement and improvement of Time To Value on the platform.
• Taking responsibility for the ongoing delivery of the standardised onboarding process for new customers. Likely to involve creating/updating training materials, workflows, and managing efficient cross-functional communication.
• Managing a team of implementation/onboarding specialists who configure the SaaS platform for each customer’s specific needs and set up a best practice foundational system to help them achieve their goals.
• Working closely with the sales team to understand customer requirements, business objectives and ensure a seamless transition from pre-sales to post-sales. Working with Sales to gain visibility of pipeline to manage allocations and team planning.
• Understanding of industry nuances for our customers to optimise platform configuration so users are empowered and enabled to self serve from their first experience on platform, as well as having the structures in place to benefit from repeated use and maximise the overall value of their data.
• Change management - taking the customer (multi-level, from C suite to end user) through the change from their current way of working to successful roll out and adoption of SaaS platform, demonstrating benefits, TTV and experience. Helping them to navigate through organisational change and standardisation. 

Customer Journey and Experience:

• Developing strategies to maximise user adoption and satisfaction with the Zappi platform from first experience. 
• Collaborating with Head of Customer Success to create, execute and optimise handover process to Customer Success and Support team for continued value extraction and satisfaction. 
• Overseeing creation and continued improvements of materials for roll out implementation for users - could involve user training programs, new pillars of platform, new business initiatives. Examples of this include the development of digital-based learnings and content management.
• Collaborating with CS to monitor customer usage data and identifying areas for improvement in the onboarding process or the platform itself, including re-onboarding
• Building strong relationships with key customer contacts and acting as an advocate for their needs within the company during onboarding stages 

Metrics and Reporting:

• Ensuring the team is focused on the most relevant (KPIs) to track the success of the implementation process and client adoption. This will include metrics like time to value, customer satisfaction scores, and platform usage rates. Regularly reporting these metrics to LT and using data to identify areas for improvement.

Requirements

• Minimum of 10 years in customer onboarding or implementation with a SaaS environment, including at least 5 years in a senior leadership role.
• Demonstrated ability to lead and inspire a team, fostering a culture of excellence and continuous improvement.
• Demonstrable understanding of the economics of implementations and how to make them profitable.
• Extensive experience in owning and optimizing the implementation process, with a particular emphasis on improving Time To Value (TTV).
• Ability to understand customer requirements and business objectives, translating these into effective onboarding strategies.
• Able to quickly learn industry nuances and customer needs to optimize platform configuration and maximize user self-sufficiency.
• Strong capability in navigating multi-level customer structures, from C-suite to end-users, to ensure smooth transitions and adoption.

Benefits 

• Salary range $148K - 168K (including 20% variable). Salaries are benchmarked annually
• Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
• One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Support setting up your home office, if appropriate
• Wellbeing benefits and access to trained therapists / counsellors
• Company paid Life, AD&D, Short term & Long term disability
• Immediate access to Zappi's Health, Dental and Vision Insurance Plan
• Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
• Tailored personal development through training allowances, coaching, mentorship and career frameworks

Why join us? 

We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet. 

Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here. 

We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities. 

Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be.

Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021! 

Zappi Company Culture Highlights

• Winner of Comparably's Award for Best Company for Women 2022
• Winner of Comparably's Award for Best Company Work-Life Balance 2022
• Winner of Comparably's Award for Best Company Compensation 2022
• Winner of Comparably's Award for Best CEO for Women 2022
• Winner of Comparably's Award for Best Company for Diversity 2022
• Winner of Comparably's Award for Best Company Culture 2022
• Winner of Comparably's Award for Best CEO 2022
• Winner of Comparably's Award for Best Happiness 2022
• Winner of Comparably's Award for Best Leadership Teams 2023
• Winner of Comparably's Award for Best CEOs for Diversity 2023
• Winner of Comparably's Award for Best Engineering Teams 2023
• Winner of Comparably's Award for Best Company Outlook 2023
• Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023
• Recognised by Fast Company’s Best Workplaces for Innovators 2023
• Recognised as Best Marketing Insights Platform in the MarTech Breakthrough Awards 

Equal Opportunity

Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws. 

We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected.