Position/Title: SkillStation Implementation Manager Organisation: Think Eleven Limited Reporting to: Managing Director Benefits: At least 80% (4:1) office-based with flexible & hybrid working 26 days holiday plus statutory holidays Pension Insurance inc. medical, death in service, critical illness Free onsite parking Free refreshments Training & development as required Shared rewards Team social events. About Think Eleven Limited, Part of TTC Group. Think Eleven create and host web-based training, skills & competency management software (SkillStation). We work with some of the world's most recognisable brands such as Rolls-Royce, Siemens Energy, and many others. Our USP is the combination of SkillStation, plus our expertise in Competency Management and helping our clients develop a transformational Competency Framework, which is then migrated into their SkillStation account. Our company name originated from client feedback where we scored “ eleven out of ten ”. Our approach and culture are founded on positive behaviours and values that we exhibit both internally and externally. We are experiencing strong growth from UK and overseas markets and exciting challenges with each new client, hence the need for this and other important roles. The successful candidate will have the right cultural and behavioural alignment, in addition to the knowledge, skills, competencies and experience required to drive our business forward. You will play an important role in supporting the growth and change within our business, joining a busy department on a journey of transformational change. The Role You will lead and support our team of SkillStation Implementation Consultants to deliver an exceptional onboarding customer experience, ensuring that customers are supported through a seamless onboarding journey. In leading and coaching the team to achieve Time to Onboard, Product Usage and Customer Experience KPI's you be directly impacting businesses success and growth, continually improving processes and communication to drive team and customer satisfaction. You will proactively identify opportunities for growth, such as increased user adoption, upselling of optional modules and implementation consultancy support time. Reporting directly to Managing Director you will manage resources plans and upskill to ensure the implementation department keeps pace with our business growth. Collaborating closely with the Managing Director, Technical and wider team, you will play a role in shaping system enhancements, helping to ensure our product and service remain at the forefront of the market. Key Responsibilities Leadership & Team Support Genuinely cares about the success of the team and client experience Lead and support our team of SkillStation Implementation Consultants. Demonstrate and champion our organisational behaviours and values. Consult and collaborate with the team to ensure optimal support and outcomes. Support team development and training. Commercial Develop strategies and processes to: Maximise client retention Ensure a smooth and efficient client onboarding process. Identify opportunities for growth within/across existing clients. Customer Experience & Implementation Ensure smooth and efficient onboarding and implementation of SkillStation for clients. Deliver an exceptional customer experience throughout the onboarding process. Identify opportunities for client growth, such as increased user adoption and upselling optional modules. Encourage the collation of client feedback and testimonials. Operational Efficiency & Innovation Seek opportunities to improve operational efficiency, including the adoption of AI and new working methods. Develop and introduce meaningful metrics to measure performance and impact. Collaboration & Product Development Work closely with the wider team to shape system enhancements. Help ensure the product and service remain competitive and market leading. Skills & Experience Leadership & Strategic Thinking Ability to lead and develop high performing teams. Strong alignment with organisational values and behaviours. Strategic mindset with a focus on delivery, continuous improvement and innovation. Customer Success & Relationship Management Exceptional communication and interpersonal skills. Ability to deliver outstanding customer onboarding experiences. Skilled in identifying growth opportunities (e.g., upselling, user adoption). Strong stakeholder engagement across all levels. Operational Excellence Experience in improving operational efficiency, including leveraging AI. Ability to design and implement performance metrics. Highly organised with excellent file and time management. Logical and proactive problem-solving approach. Technical Proficiency Hands-on experience with SaaS platforms, especially in training & competency management. Strong understanding of training vs. competence. Familiarity with eLearning and blended learning strategies. Advanced Microsoft Excel skills (sorting, filtering, pivot tables, data analysis). Proficient in Microsoft Word, PowerPoint, Outlook, and Teams. Project & Product Management Track record of delivering projects on time and within budget. Collaborative approach to product development and enhancement. Ability to translate customer feedback into actionable system improvements.