Implementation Team Lead

NB: This is a London based role - the candidate should be based in or around London, and be happy to work from our Old Street office 3 days per week.

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 Implementation Team Lead to join our team, manage and mentor the UK team, and oversee the delivery of Blink to our largest UK-based enterprise accounts (10,000+ users). This will role will report in to our Global Head of Implementation based in the UK.

This role requires a blend of strategic thinking, technical expertise, relationship management, and leadership skills to drive change and value realization for our customers. You will play a critical role in ensuring the successful deployment of Blink within large, complex organizations. Additionally, you will be responsible for the growth and development of the team, ensuring their success while also working closely with our partnerships team to help scale our efforts with an expanding partner ecosystem and our Sales function to help drive and bring in new business.

Responsibilities:

• Lead, mentor, and develop a high-performing implementation team, providing guidance, coaching, and support to team members to elevate their skills and ensure successful project outcomes.
• Act as an escalation point for team members and customers, helping to resolve complex issues and providing guidance on strategic decisions.
• Lead by example, managing your own portfolio of high-stakes projects while overseeing the broader team's efforts.
• Collaborate with the Head of Implementation and senior leadership to identify areas for process improvement and implement solutions that drive efficiency and enhance the customer experience.
• Ensure alignment between the implementation team and other internal departments (Product, Engineering, Customer Success) to provide seamless cross-functional support to customers.
• Lead and manage the implementation of Blink for large-scale enterprise accounts across all delivery phases, from planning to deployment to hypercare.
• Act as the key Implementation liaison with our UK Sales function, supporting with activities that require implementation input, such as RFPs, sales methodology overviews, enablement sessions, in-person pitches, creation of sales-facing implementation assets, pilot execution, and any other implementation-related activity that facilitates the sales process
• 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.
• Deliver content to support implementations, such as demos, presentations, workshops, webinars, meetings, training, and more.

🚀 About you

The successful candidate will have 8+ years of experience and be 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.

• Leadership experience, with a demonstrated ability to manage and mentor a team of high-performing professionals.
• 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.
• Proven ability to manage multiple senior stakeholders in complex large-scale organizations and comfortable managing these 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 organized, 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 autonomy to run complete complex project lifecycles.
• Project management qualifications are beneficial.
• c.20% UK 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 an ambitious team embarking on a journey most start-ups can only dream of! Benefits include:

• Competitive salary – and equity in the company
• 25 days a year off (plus public holidays!)
• Learning & development focus, plus mentorship options. We’ll do everything we can to get you to the top of your game
• Private healthcare, Ride2Work, pension scheme

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.