Job Title: Implementation Manager
Location: Brighton or London. Hybrid working patterns – 2 days a week minimum in Brighton or London office. (3 days during initial 3 month probation period).
Job Type: Full-time
Role Summary:
Within our Customer Success team the Implementation team is responsible for the successful onboarding, launch and integration of new clients. This key role requires a mix of project management, technical and commercial skills.
ABOUT STORYSTREAM:
StoryStream is a cutting-edge AI-powered platform that revolutionises how brands and retailers engage with their customers through social shopping. Utilising patented AI, our all-in-one platform makes it easy for brands to source authentic social content and turn it into highly interactive and personalised shoppable experiences integrated into existing eCommerce Storefronts. Our next generation experiences include UGC galleries, video commerce and Gen-AI shopping assistants, all designed to win customer attention and inspire sales.
StoryStream is trusted by global brands and retailers including L’Oreal, Lululemon, and John Lewis to create the next generation of attention winning shopping experiences, generating millions in additional revenue and driving customer loyalty.
KEY RESPONSIBILITIES:
- Taking ownership for onboarding of new StoryStream customers, including technical setup, project management and stakeholder management across a number of assigned accounts.
- Performing key technical setup tasks and customisation of customer web outputs including the use of CSS, Cookie manager integration & Analytics Set Up.
- Managing incoming customer issues & requests including analytics and platform troubleshooting for customers – escalating where required in a timely manner.
- Working on key performance metrics including time to value, and looking at ways that onboarding can be optimised to improve.
- Ensuring project delivery of Email campaigns that StoryStream technology will be supporting through stakeholder engagement, creation and sharing of project plans and through internal platform management & delivery
- Working alongside Customer Success Managers with account analysis, data and reporting.
- Documenting, optimising and carrying out best practices that can continually improve StoryStream services at scale.
- Acting as a voice of the customer through sharing feedback, updating colleagues on project status and representing our customers internally.
ABOUT YOU:
- 3+ years of Experience in a similar role – SaaS onboarding / implementation roles
- Experience in a high-touch environment
- Ability to interpret data and present insights
- Technically minded, ideally experience in CSS, HTML, Google Analytics being a bonus
- Able to build relationships with different levels of stakeholder within a client organisation
- Excellent project management, organisation and prioritisation skills
- Use of a platform such as Planhat preferred
- eCommerce or automotive experience / knowledge would be preferred
WHAT WE OFFER:
At StoryStream we offer a highly competitive benefits package that rewards hard work and develops you in your career:
- £35k – £40k base salary plus 20% variable (£42k – £48k OTE)
- 28 days holiday (24 flex days + your birthday and 3 extra days around Christmas)
- Training & development opportunities
- Collaborative and creative company culture
- Regular team days out and events
- Private Healthcare through Vitality and Bupa dental (after successful probationary period)
- Cycle to work scheme
The most important thing we offer is the opportunity to join an exciting tech SaaS company and play a pivotal part in its growth story. Customer Success is quickly becoming a key function in all SaaS companies, and the opportunity to start or continue your career within such a tech company is one not to be missed! For the right candidate this could be a hugely rewarding career opportunity.
