About Us We are Lightfoot, a high-growth technology company based just outside Exeter that is focused on making a difference worldwide, one driver at a time. We help businesses and private motorists improve efficiency and safety. Our technology has been proven to reduce fuel use and emissions rates by 10-20%, and at-fault accidents and wear and tear by 40-50%. It connects to your vehicle’s on-board computer and uses all the live data it produces to analyse how efficiently you are driving. It’s similar to how performance is analysed in Formula 1. Lightfoot turns that data into simple feedback for you – the driver – so you know when you’re pushing your vehicle too far and can bring it back to maximum efficiency. Beyond the vehicle, our proprietary gamification platform engages users via our app, giving our driver community the opportunity to engage in their performance and to win weekly cash prizes and rewards for achieving Elite Driver standard. Our solutions are highly differentiated from the competition which has helped us secure circa 300 of the UK’s largest fleet customers including Tesco, Asda, Southwest Water, Iceland and Virgin Media to name a few. More recently, we’ve started leveraging our gamification IP to expand our product offering to beyond drivers. With our new app-only solution we can now incentivise and reward all sorts of measurable behaviours for our customers, from physical activity to online order picking. We’ve now given away nearly £1m is prize money incentivising and rewarding desirable behaviours and are excited about the value this can bring to our customer and to our growth prospects. We’re a fun-loving bunch who are growing at an astonishing rate. We’ve moved into a brand-new, state-of-the-art office near Exeter in the beautiful Southwest (which was voted Exeter’s ‘Best Workspace’). We are excited to keep growing the Lightfoot family with like-minded, passionate individuals who share our values. We care deeply. We are innovative. We deliver excellence. We are customer first. We are friendly and celebrate individuality. About the role As our Customer Implementation lead, you will play a key role at Lightfoot. This is a crucial role; you take the lead in welcoming our new customers into the Lightfoot family and first impressions are of vital importance. You will ensure the implementation of our Hardware and SaaS products is meticulously planned, set up and put live in accordance with our customer’s requirements and timelines. You’ll need first class customer relationship and communications skills. You’ll also enjoy presenting and leading customer meetings. Your project management experience and an understanding of hardware and software technologies will be an advantage. Not only will you be responsible to the setup of our software solutions, you’ll also lead the deployment of our hardware devices into our customer’s vehicles, through liaison with our fitting partners. As well as being a strategic thinker, you’ll also be hands-on as a key member on the team. Key duties and responsibilities Lead the core phases between the opportunity being closed-won and the handover to BAU in Account Management working closely with Onboarding. Manage the transition from Sales to Implementation by maintaining clear communication with both internal teams and the customer. Lead project fully but closely collaborating with colleagues in Onboarding, Engagement and Marketing. Set up handover calls with Sales and the Head of Customer Onboarding and then a kick-off call with the customer. Coordinate the transfer of the customer’s project to the Head of Customer Onboarding, ensuring all necessary information is passed. Ensure full integration of information with Onboarding before closing-off – including clarity re plans and all client expectations. Ensure customer is clear on what to expect going forward and that all expectations are aligned. Create and manage the detailed implementation project plan. Plan and oversee the customer’s implementation process, in collaboration with the Head of Customer Onboarding, including timelines, privacy settings, company set-up on the portal (management hierarchy/permissions), manager and driver launch communications, training schedules, launch assets, BvL plan & overview – and more. Travel to meet customers to get them set-up where required, including troubleshooting Manage upsell or refit projects for existing fleets where the quantity of vehicles requiring fitment is in excess of 50 or it is a new deployment of equipment or services of any volume such as Vision or Vehicle Checks. Create project plan to manage the seamless Onboarding for the customer of new technology or vehicles with Lightfoot Collect and verify the necessary vehicle data from the customer (via Salesforce form in 2025). This includes: Full vehicle list (VRNs or VINs for new builds), including make and model. Vehicle specifics (automatic/manual, EV, etc.). Full company hierarchy by VRN (if applicable). Contact details (name, number, email) for each vehicle’s manager and driver. Vehicle location and primary contact for installation booking. Any specific parts required for each vehicle (e.g., B&P for mixed vehicles). Confirmation of any bespoke settings for each vehicle (e.g., Lightfoot settings or private mode tracking). Additional products ordered (e.g. Lightfoot Vision, if applicable). Confirm customer’s expected vehicle communication % and mpg % metrics. Ensure the customer is aware of the expected vehicle comms percentage and fuel efficiency (where applicable). Inform the customer of the product timelines for installation as informed by Onboarding. Set clear expectations for any product deliveries, including specifics for Lightfoot Vision, i.e. where lead times can be up to 6 weeks. Deliver briefing and training sessions for management, including Portal Training. Lead briefing sessions and training for management, ensuring that all necessary stakeholders understand how to use the management portal and other related systems. Technical support sign-off for Lightfoot Vision and any other product compatibility. Ensure all ordered technology (e.g. Lightfoot Vision) has been signed off by Onboarding/technical support for compatibility with the vehicle's make and model before ordering and installation. Agree with the customer what happens with any incumbent equipment removal when required. Minimise the removal of existing equipment unless agreed upon by the customer, and ensure it is charged accordingly. Any removed equipment should remain with the customer. Sense check customer data and reports. Regularly review data accuracy and quality, focusing on health, fuel reporting, LF score, and MPG trends (minimum weekly). Coordinate with the Engagement Team to drive successful driver launch plans. Maximise the cultural adoption of Lightfoot with drivers and the app activation rates by ensuring the engagement team delivers driver onboarding actions effectively. Work with Marketing to ensure the availability of support assets (where required). Ensure the provision of materials, such as videos, email comms, and other assets, to support the successful onboarding of drivers and managers. Ensure robust contract and PO management within LF systems. Confirm all purchase orders and contracts are accurately added to the portal (contract management in Salesforce form from 2025). If trial vehicles remain, ensure prior trial PO/contract is deleted and any remaining lines are moved to the new PO/contract. Work with Tech team on client-specific functionalities. Coordinate with tech team to ensure custom technology features are addressed/delivered. Work with Finance team on billing and client-specific functionalities. Coordinate with Finance to ensure billing processes align with the customer’s requirements and that any custom technology features are financially accounted for. Provide weekly updates on install progress and forecasting vs business budget (inc. BAU upsells). Deliver Blind vs. Live (BvL) presentation to the customer. Collaborate with the Head of Customer Onboarding and Account Manager to present the BvL presentation to a broad group of customer stakeholders where the initial results of the deployment of Lightfoot are unveiled. Upsell opportunities mapping. Identify and map potential opportunities for upselling additional products or services, such as international solutions, Lightfoot Vision, Locate, Fleet Doc, etc. within Salesforce This is not an exhaustive list of duties. Key skills, experience and qualifications Similar experience in a senior Customer / Implementation role within a fast-paced growth organisation. Previous experience of onboarding new customers. Previous experience of implementing Hardware and SaaS technology product and / or projects. Experience of developing processes, policies, training, and best practice in a similar fast-moving SaaS or Technology focused organisation. Experience of developing and delivering project plans. Exceptionally strong Customer Relationship skills. Strong stakeholder management skills and experience. Strong experience using systems and data, analysing and providing insights, and creating clear and impactful reports and dashboards. An exceptional communicator who is able to manage key relationships internally and externally at all levels. Excellent attention to detail, problem solving and analytical skills. Experience of managing and developing a team advantageous. Commercially astute Language skills – business level French and/or German desirable Personal Characteristics Natural, genuine, caring, friendly and warm. Puts the customer at the heart of everything we do. Acts with integrity, confidentiality and sensitivity always. Enthusiastic, generous, supportive, ready to take on responsibility, keen to learn. Energising and not afraid to deal with stuff whilst working collaboratively to achieve the right result. Organised in how gets stuff done, making sure not to drop the ball. Keeps things simple; everyone knows the priorities and is clear about what they need to do. Is uncompromising in expectations, never turning a blind eye if something needs doing. Driven always wanting to get the best results possible. Is commercial, knowing the things that make a difference to the performance of our business. Tackles things head on, owning any problems, always looking out for better ways to do things. Prepared to travel occasionally for important customer meetings including internationally. Salary £35,000-£ 40,000 depending on experience Benefits Annual bonus scheme 24 days of annual leave (plus bank holidays) End-of-year company closure from 25 Dec to 01 Jan inclusive (3 days of AL allowance) 1 day of birthday leave – an additional day off to celebrate 1 day to volunteer – an additional day to give back Holiday buy-back scheme – the opportunity to buy up to an extra week of leave p/annum Company sick pay Enhanced maternity and paternity leave Bravo benefits including: cycle-to-work scheme financial wellbeing resources gym discounts MyMindPal app retail discount scheme tech benefits Simplyhealth Optimise health plan Simplyhealth Denplan dental plan Group life insurance (death-in-service) (available post-probation) Company pension (available post-probation) A personal Lightfoot device (available post-probation) A tree planted in your name in the Lightfoot Forest Long service awards – vouchers & extra annual leave Refer-A-Friend scheme (£2,500 for successful referrals) Casual dress Company social events and activities On-site parking Hybrid working | Office in Exeter