Implementation Manager

About BirdieBirdie is the leading home healthcare technology platform that aims to radically transform the lives of older adults. Its all-in-one solution supports around 4.8 million (and growing) care visits every month, equipping care providers with the tools they need to deliver better quality care and improve efficiency across most day-to-day operations. This enables us to collect over 1.5 billion data points on care recipient wellbeing each year, making Birdie the holder of the largest structured community healthcare dataset in Europe.Birdie was founded in 2017, a B-Corp certified company that leverages technology to reimagine home care. With a total raise to date of $55M, we secured our Series B funding in 2022 led by Sofina, Omers, and Index Ventures, fuelling our mission to transform care.Recognised for its innovation and impact, we have received numerous accolades, including ranking 6th in the 2023 Deloitte UK Technology Fast 50 and 21st in Deloitte's EMEA Technology Fast 500 in 2024. We joined Tech Nation's prestigious Future Fifty 2024 cohort and was featured in the Sifted 100 list of fastest-growing UK & Ireland startups in 2024. Furthermore, Birdie was named an NHS England Assured Supplier for Digital Social Care Records in 2023 and won the Innovative Solutions in Home Care Award at the 2024 Leaders in Care Awards.Check out our principles and join us at Birdie as we continue to push the boundaries of what's possible in home healthcare. Together, we will continue to make a meaningful difference in the lives of millions.⚡️ Your missionThe mission of the Implementation Manager is to lead successful, scalable implementations of the Birdie platform for our Mid-Market and Enterprise (MME) partners. You’ll oversee multiple implementations simultaneously, serving as the primary point of contact for high-value accounts throughout their onboarding journey. In this consultative role, you’ll gather both technical and operational requirements by engaging with a wide range of stakeholders. By building strong relationships and developing a deep understanding of each partner’s workflows, you’ll set up Birdie to fit their unique ways of working. Your work will ensure that our platform and processes align with partner goals, supporting long-term success. You’ll collaborate with internal teams and external stakeholders to execute effective onboarding strategies, reduce implementation risks, and accelerate time to value. As a trusted advisor - including to C-suite leaders - you’ll listen to challenges, offer tailored solutions, and demonstrate meaningful partnership at every stage of the implementation process. ‍♀️ How you will contributeAs part of the Professional Services team, you will manage and oversee the whole implementation process with mid-market and enterprise accounts, from pre-sale through to sign-off and handover to Customer Success.You will navigate large enterprise organisations and internal stakeholders through complex projects in collaboration with Professional Services Product Trainers, Data Migration Managers, and your fellow Implementation Managers.You will work cross-functionally with Customer Success Managers (CSMs) and Product to identify and manage risk and sentiment.You will be the voice of the customer to the wider company internally.You will focus on conversion to live for all customers (time-to-live) within the agreed timeframe and mitigate any risks to the implementation.You will be a Birdie Product Expert and provide coaching where required to ensure their adoption of the product. You will be a Birdie expert and consult on best practices for mapping customer’s end to end processes to the Birdie platform.You will configure the customer’s Birdie platforms and set up integrations with other systems where needed.You will work as a senior member within the Professional Services Team and take initiatives on new processes to improve time to value and our internal ways of working. We’d love to hear from you ifYou have experience of working in the care sector.You're a super-motivated individual with outstanding interpersonal skills and stakeholder management.You’re a boundary pusher - able to push clients out of their comfort zones for common success.You have experience in onboarding/implementation with large accounts, project management, or enterprise-level customer success management.You're able to fix next steps and deadlines very clearly thanks to outstanding and clear communication on what's expected from the customer.You are proactive and always looking to delight customers.You're highly organised, you are able to structure and prioritise your workload to achieve your targets.You can make systematic usage of data to guide actions and to proactively understand customers needs, challenges and risks.You're highly empathetic, you're able to understand the customers day to day work and main challenges.You have a strong drive for our mission at Birdie and you're able to influence our partners to take actions conducive to both their success and the success of Birdie.These are our ideal requirements, but we know some people are less likely to apply for the role unless they are 100% qualified. We promote a diverse, inclusive and empowering culture at Birdie, so please apply if you meet the majority of these competencies. What are the benefits?People are our core strength. We are social entrepreneurs, boasting an outstanding culture with strong values (B-Corp certified). We offer intentional benefits and invest in our team's growth, satisfaction and ability to thrive:✨ CompensationOur salary packages are competitive, the role is £54k. We also grant generous stock options to any permanent employee at the end of the probation period. We adjust salaries based on the cost of living index for employees based outside of the UK. LocationThis role will need to be based in the UK. We organise regular in-person events and online socials to make sure you can meet up with peers.Birdie does not currently support any visa applications and therefore we do require permanent right to work in the UK. L&D budgetLearning an growing is a fundamental part of Birdie life. You'll have an annual personal development budget to put towards books, courses, trainings and conferences; continuous coaching within the team and with external experts. Work From Home budgetMaking your workspace comfortable is important to us, you’ll have access to a WFH equipment budget to ensure you have what you need. Paid time offWe offer 33 days of holiday (inclusive of bank holidays) and close between Christmas and New Years outside of this. We also support you in celebrating the big moments, all Birdies get an extra “Birthday” day off and can choose to take it at any point in the year. Birdie giving daysBirdie is a B-corp and we care deeply about ethical and social impact. Birdie will pay you for 2 days of volunteering (to a cause you’re passionate about) each year. SabbaticalsWe want Birdies to stick around for a while! After 4 years you can choose to take a sabbatical of up to 3 months. ‍⚕️ Private health insurance & Gym and wellbeing discountsComprehensive health insurance with AXA that covers many physical and mental health costs. Gym discounts and numerous other wellbeing perks via Happl. Cycle to work schemeBirdie will buy a bike up-front and you can salary sacrifice to pay-off over the next 12-36 months Parental LeaveHighly favourable parental leave policy; once you have spent twelve consecutive months on our payroll, primary caregivers are entitled to 26 weeks of parental leave at 100% of your usual salary and secondary caregivers are entitled to 12 weeks of parental leave, at 100% of your usual salary. Fertility LeaveBirdie recognises the emotional and physical challenges of fertility treatment and investigations, and supports all Birdies by offering 5 additional paid days of leave. Employer pension contributionBirdie contributes 4% of your salary to your pension when you contribute 5% (UK Birdies)⛷ Frequent company socials, trips and mealsWe organise many socials, quarterly retreats and annual company-wide retreats Exceptional cultureWe see ourselves as social entrepreneurs shaping a new kind of organisation: caring, responsible yet fostering excellence. Read The Birdie Way to learn more. Diversity, Equity, Inclusion and BelongingAt Birdie, we're committed to creating an environment that promotes diversity, equity, inclusion and belonging.It's essential to us that you’re able to bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise and all applicants will be considered for employment without attention to these aspects.If you have any questions regarding the interview process, or if you need any reasonable adjustments to be made, please don’t hesitate to contact us.

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