Job Description
Job Description
Our ticketing software is used by clients throughout the UK and beyond, including by some of the largest theatres in London’s West End.
We are looking for someone passionate about delivering exceptional customer experiences to join our team as an Implementation Manager. As a key member of the Customer Success team, you will work closely with senior management on the onboarding of new clients.
The ideal candidate will have a strong background in project management, business analysis, and software implementation, with proven experience in guiding clients through onboarding and system configuration processes. Additionally, they should be skilled in delivering engaging and effective training sessions to new and existing clients and be able to understand client requirements and tailor the training accordingly.
Successful candidates will bring excellent communication and interpersonal skills to effectively manage stakeholder expectations and provide clear technical guidance. A solid understanding of SaaS platforms, ticketing system functionality, and user workflows is essential, along with the ability to troubleshoot issues and drive solutions. Experience managing multiple projects simultaneously is crucial.
If you thrive in a fast-paced, collaborative environment and are committed to ensuring clients achieve success with our platform, we’d love to hear from you!
Skills & Experience
Essential
1. Experience in SaaS Ticketing Systems: Prior experience using ticketing software platforms or similar SaaS tools.
2. Project Management: Proven experience in managing software implementation projects, including planning, scheduling, and resource allocation.
3. Client Relationship Management: Ability to build and maintain meaningful relationships with clients, ensuring a smooth onboarding process.
4. Technical Proficiency: Strong understanding of SaaS platforms, ticketing functionality & workflows, and system configuration.
5. Analytical Skills & Problem-Solving: Strong analytical skills to assess & understand client needs and recommend tailored solutions. Plus skilled in troubleshooting technical and process-related challenges during implementation.
6. Communication: Excellent written and verbal communication skills to convey technical concepts to non-technical stakeholders.
7. Training and Support: Experience in delivering client training sessions and creating user documentation.
8. Time Management: Ability to manage multiple onboarding projects simultaneously while meeting deadlines.
9. Collaboration: Comfortable working with cross-functional teams, including sales, support, and technical teams.
Desirable
1. Knowledge of API Integrations: Understanding of what API integrations in ticketing software covers and the ability to learn the implementation steps in order to train new clients.
2. Industry Knowledge: Familiarity with the live entertainment and theatre industries.
3. Change Management: Experience in guiding clients through organisational changes associated with new system adoption.
Responsibilities
* Client Onboarding: Manage the end-to-end onboarding process for new clients, ensuring a seamless transition to the SaaS ticketing system.
* Requirements Gathering: Collaborate with clients to understand their business processes, workflows, and specific needs to configure the system effectively.
* System Configuration & Consultation: Understand customer requirements and configure the ticketing platform and training programme to align with client needs.
* Project Management: Plan, schedule, and oversee implementation projects, ensuring timelines, critical actions and development plans are met.
* Client Training: Deliver training sessions to clients, equipping them with the knowledge and skills to use the system effectively.
* Stakeholder Communication: Serve as the primary point of contact for clients during onboarding, providing regular updates and addressing concerns.
* Issue Resolution: Troubleshoot and resolve technical and operational issues that arise during the implementation process.
* Documentation: Develop and maintain detailed project documentation, including requirements, timelines, configurations, and user guides.
* Collaboration: Work closely with senior management, sales, support, and development teams to ensure client requirements are met and expectations are managed.
* Post-Implementation Support: Provide ongoing support during the transition to ensure clients are successfully using the platform and transition them to BAU assistance from the customer support team.
* Feedback Loop: Gather client feedback and share insights with product and development teams to enhance the system and implementation processes.
* Process Improvement: Continuously refine and improve implementation workflows and best practices for greater efficiency and client satisfaction.
* Customer Support: Provide assistance to the customer support team when needed.
What we offer
* A competitive package, based on experience.
* Hybrid working based out of Holborn, London - our office days are Monday, Wednesday and Friday.
* A substantial annual ticket allowance so you can experience the latest in live entertainment.
* Private Health Insurance (AXA).
* Pension: Monthly - 3% contribution from Line-Up, minimum 5% contribution from you.
* Free breakfasts at the office.
* A high-performing team to join, with a supportive and inclusive culture and lots of learning & development opportunities.
* A company that cares about work-life balance.
About us
We're product-focused, always putting the user first and pushing to make buying and selling a ticket a better experience.
Line-Up has been around for over a decade but we launched our ticketing platform in Spring 2016. Since then we've worked with hundreds of customers around the world including some of the most prestigious live entertainment brands.
We believe in providing exceptional customer support and putting the user at the centre of everything we do.
Above all, we're a group of driven people, passionate about building great technology, the right way and providing it to an engaging industry that we love being part of.
Diversity at Line-Up
We are an equal opportunities employer, passionate about collaboration, inclusivity, and equality. We are continuously looking for powerful ideas, fresh perspectives, and incredible talent in all directions. We welcome candidates with diverse professional and personal experiences that contribute to their unique perspectives and approaches to problem-solving. We evaluate qualified applicants without regard to race, colour, national origin, religion, sex, sexual orientation, gender identity, disability, or any other legally protected status. Please let us know if you would require any reasonable adjustments.
Apply
Apply via LinkedIn or email us at jobs@lineupnow.com with your CV.
No recruiters please.
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