Implementation Manager

We are seeking a detail-oriented and client-focused Client Implementation Manager to lead the onboarding, integration and operationalization of clients. In this role, you will act as the primary point of contact with the client, ensuring a seamless transition from sales to operational use. You will manage project timelines, help tailor customized solutions with the Product team to meet client requirements, and collaborate closely with internal teams until the client is live on the platform.

The ideal candidate has a strong understanding of blockchain technology, custody solutions and a track record of delivering exceptional client experiences in a fast-paced, innovative environment.

Key responsibilities will include:

• Defining project scope, objectives, and deliverables with senior client stakeholders
• Developing a detailed project plans outlining tasks, resources, and schedule
• Coordinating and communicating with the internal and client project teams
• Monitoring and reporting on the progress and performance of the implementation against plans
• Ensuring project milestones are met working with internal subject matter expertise
• Identifying, monitoring, and resolving project risks and issues as well as keep senior stakeholders informed
• Troubleshooting and developing solutions to remove obstacles with relevant stakeholders
• Leading client facing meetings and workshops including internal governance meetings
• Closing Projects and evaluating their success and lessons learned
• Responsible for the client experience across all aspects of their relationship with Zodia
• Developing strong relationships with key contacts from the client’s organization
• Conduct periodic service reviews and temperature checks with clients to anticipate their upcoming activities, priorities and needs
• Inform and educate clients about new product features and releases. Work in sync with other internal functions to ensure minimal disruptions and transparency to clients.
• Attend to service issues impacting clients, with a prompt response, and follow up internally to ensure issues are correctly prioritized and resolved.
• Gather clients’ requirements and feedback and collaborate with Product and Operations for end-to-end delivery of the required improvements.
• Develop an in-depth understanding of Zodia offering & products.
• Take on responsibility to truly understand client business models to help shape future product delivery.

Valued attributes:

• Financial background / crypto / custody professional experience.
• 3+ years in experience in relationship management, consulting, customer success or similar roles.
• Hands-on experience working directly with multiple internal functions (Technology, Ops, Sales)
• Articulate and clear in both verbal and written communication.
• Fluent Business English
• Adaptable and able to work under pressure
• Problem-solving and conflict-management skills
• Client orientated mindset

We are a friendly team, with monthly socials and seasonal celebrations as well as offering a range of fantastic benefits including:

• Competitive employer contribution pension scheme
• Private health care
• Critical Illness cover
• Life Insurance
• Flexible bank holidays (can chose whether to work on bank holidays and use the leave elsewhere in the year)