Implementation Manager

We’re people on a mission to help schools use data more effectively to save teachers time and improve student outcomes. At the moment data is more of a burden than a benefit to teachers. Schools are increasingly required to store vast amounts of information on attendance, behaviour and assessment, which takes teachers hours and hours a week to input and often isn’t used effectively to improve student performance.

We’ve built a great system that improves the input, analysis and communication of school information, saving teachers days of precious time and allowing them to target student interventions more effectively to improve the outcomes of hundreds of thousands of children. Imagine taking the register on your iPad, then having the system instantly text all parents whose child was not in school asking them to confirm their absence by texting the school back. Easy.

Since our launch six years ago, we’ve raised venture capital from top-tier, socially-minded investors, expanded in three countries, and are now working with thousands of schools, helping them to improve outcomes for hundreds of thousands of students. We care about our social goals as much as our business targets and want to make a lasting, positive impact across the education sector. We’re looking for passionate, curious, ambitious people who share our ethos and want to make an impact at scale.

We are looking for a Implementation Manager who is passionate about helping others and who is excited by the idea of working with us on our mission to help improve student outcomes. 

 

About the role

  • You'll be responsible for scoping and planning projects to ensure project objectives, milestones and timelines are achievable and aligned, so that our schools have a smooth onboarding experience

  • Help prepare, plan and deliver training with schools and help align priorities

  • Work closely with colleagues across different teams at Arbor, ensuring all necessary relationships are maintained and allowing free communication of ideas and information that may affect our customers

  • Responsible for risk management of the school to include visits to schools and escalations to ensure that schools remain successful
  • Maintain and keep up to date your Zendesk and CRM records

  • Provide excellent second line support for your customer queries via incoming calls and emails

  • Ensure queries/complaints are resolved within company SLAs whilst adhering to ticketing best practice

  • Responsible for overall project success and ensuring that schools have a really positive experience with Arbor

 

About you

We're looking for someone who's really passionate about helping others, and who gets excited by our product and ensuring our schools have the best experience possible. An interest in technology and project management is a must, and a passion for education would be a massive bonus too! On top this we're also looking for:

  • At least 2 years of experience working in a software environment implementing new software
  • Experience in working with customers, anticipating and handling queries in a professional manner
  • An understanding of the national educational landscape with a background in Education would be a real plus
  • Someone who is used to working with senior stakeholders to understand their needs and who is confident communicating clearly with them throughout the project lifecycle
  • Ability to work effectively within a fast-paced environment - ideally you thrive off challenges and love learning new things
  • Outstanding written and spoken communication skills
  • Excellent organisational skills with the ability to prioritise your time effectively and multi-task
  • The ability to use a CRM/MIS database; with ability to interpret data in order to understand school needs and develop schools insights
  • A proactive approach towards answering calls and emails
  • A willingness to travel frequently to client sites - you'll be travelling a minimum 30% of your time in the role

 

What to expect when you join us

At Arbor you’ll be joining a really forward-thinking team who are smart, driven, socially minded, and not afraid to challenge each other. You’ll always see the impact of your work and know that you’re making a real positive difference, not just to education, but to the people you work with too.

We also offer...

  • Regular team socials where we spend quality time together doing something different (we’ve had pizza making, problem solving, and even white water rafting!)
  • Plenty of opportunity to learn and develop in your role. We also have a dedicated budget for professional development as well as consistent internal training and professional support
  • Childcare vouchers and a bike to work scheme
  • 24/7 access to speak to a GP via Babylon Health
  • Delicious snacks and drinks all day (with an endless choice of various teas!)