Implementation Manager

ACCURX IS WHERE CONVERSATIONS HAPPEN WITH AND ABOUT PATIENTS IN THE NHS For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we’re changing that by building a single, system-wide platform that connects everyone through communication. What started as a way for GPs to text a patient, has now evolved into an all-in-one digital toolkit used by 98% of GP practices and 68% (and growing!) of NHS Trusts. Our platform now powers Total Triage to manage patient demand, and Self-Book that lets patients schedule their own appointments in seconds. We’ve automated routine care with Patient Questionnaires for long-term conditions, while Accumail finally allows staff-to-staff communication to happen instantly across different care settings. We’re now pushing the boundaries of the consultation itself with Accurx Scribe, our AI-powered note-taker that drafts medical notes in real-time. We’re not just shipping features. We’re giving clinicians their time back and ensuring every patient journey is as smooth as it should be. GAMECHANGING, RIGHT? HERE'S WHAT YOU'LL BE GETTING STUCK INTO TO MAKE IT WORK As an Implementation Manager, you’ll be the one making sure our most ambitious tools actually land and stick in Secondary care. You won't just be ticking boxes on a rollout list; you’ll be leading the charge on high-impact transformations, like helping clinicians and admin teams move over to Accurx Scribe. You'll spend your time figuring out how these tools fit into the daily lives of clinicians, making sure they aren't just "installed," but are genuinely making things better for everyone. * Driving deep transformation: Leading big-scale rollouts for complex products like Scribe, making sure we’re not just doing the basics but fundamentally changing how healthcare is delivered. * Strategic boundary-setting: Standing firm on implementation plans and managing commercial expectations to ensure we deliver sustainable solutions without overcommitting. * Owning the AI journey: Becoming the go-to expert on our emerging AI features, taking full ownership of how they are introduced to practices and scaled across the country. * Closing the feedback loop: Reviewing practice cohorts 6-9 months after go-live to see if they’re actually using the product as intended and figuring out how we can make it even better. * Scaling with smarts: Using our internal AI dashboards to handle the "heavy lifting" of data, so you can focus on the human side of implementation while we automate the repetitive bits. * Raising the bar: Constantly looking for ways to improve our processes—if something isn't working or could be more efficient, you’ll have the autonomy to change it.   YOU SHOULD APPLY IF... * You’ve been around the block with big rollouts: You have solid experience managing complex implementations in a fast-paced business and you know how to keep a project moving. * You’re a "driver," not a "passenger": You don't wait to be told what to do; you dive into the context, spot the problems, and take the lead on solving them. * You can hold your own: You’re comfortable having tough conversations with stakeholders and can stay firm on what’s achievable * You’re a natural communicator: You can explain technical or complex changes in a way that feels clear, simple, and actually exciting for the people using them. * You’re relentlessly resourceful: When you hit a roadblock, you don't just stop - you find a creative way over, under, or through it. * You care about the "why": You’re motivated by the idea of fixing healthcare communication and want to see the real-world impact of your work on clinicians and patients. WHAT’S IN IT FOR ME? You'll be joining an established but fast-growing Tech for Good movement, where we're led by our Principles and our mission to Solve Healthcare Productivity. * £45,000 - £60,000 salary + share options up to £15,000 * Benefits to suit you: adjust your healthcare cover, your pension or life insurance, whatever stage you’re at in life * Flexible Working: We are an office first culture and ask that you’re in our (dog-friendly) Shoreditch office 3 days a week, with core hours of 10am-4pm * Time off: You’ll get 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year * Family matters: We offer enhanced parental leave, fertility support and parental loss support * We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!   Want to know more about the company or the hiring process? Check out our Careers page and Candidate hub. Find us across social media: Medium, LinkedIn, X, Instagram and YouTube.

Company Mission Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale. The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir and Wagestream. With offices in New York, London, Berlin, Munich , Barcelona, Paris, Amsterdam, Vilnius and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Bek Ventures and Eleven Ventures. Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work. The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams. We’re also on a journey to measure and improve our environmental and social impact. From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too. We’re changing the world of payments, and we’re looking for an exceptional team to help us.    ABOUT THE ROLE At Payhawk, our Implementation Managers (IMs) play a critical role in driving customer adoption and delivering value to our clients throughout their lifecycle. As part of our Customer Success Organization, Implementation Managers are not only responsible for onboarding and technical setup but also for ensuring that customers extract maximum value from Payhawk. By combining a deep understanding of Payhawk’s platform with insights into customer processes, IMs proactively optimize accounts, enhance product adoption, and contribute to customer success. RESPONSIBILITIES Customer Onboarding and Implementation: * Lead the onboarding process for new customers by understanding their needs, configuring their Payhawk accounts, and delivering tailored training sessions. * Develop and execute customized project plans for each client, ensuring a smooth and timely implementation process in line with SLAs while managing different external and internal stakeholders. * Ensure new customers quickly realize the value of Payhawk by maximizing adoption during the initial implementation phase and aligning the setup with their business needs. Driving Customer Adoption * Use product data and insights to identify opportunities for optimizing customer setups and use cases, ensuring customers continuously derive increasing value from Payhawk. * Assist customers in scaling their Payhawk usage as their businesses grow or their needs evolve. Provide expert guidance and support when customers need to adjust their setup or adopt new functionalities. Customer Success and Retention: * Act as a trusted advisor to customers, helping them align Payhawk’s capabilities with their internal processes to achieve their desired outcomes. * Contribute to customer retention by ensuring high contract utilization, product adoption, and overall satisfaction. Continuous Improvement: * Gather customer feedback on potential product improvements and new feature requests, and share these insights with the Product teams. * Identify and propose process improvements to enhance the onboarding and adoption experience. Collaboration and Knowledge Sharing: * Partner with Account Executives to hand off qualified upsell opportunities identified during customer interactions. * Work closely with cross-functional teams to ensure alignment and deliver maximum value to customers.   REQUIREMENTS * 2+ year as Customer Success Specialist/Project Manager in a high growth SaaS environment or recent graduate with a relevant degree * Tech savvy with an ability to fully understand our software * You have Native/Near native level of French * Excellent verbal and written communication skills with demonstrated ability to explain complex concepts in a concrete and understandable way * Excellent organisation skills and detail oriented * Fast learner and capable to keep up with a fast growing environment * Ability to prioritise and multitask with clients and colleagues * Experience in the fintech industry is preferred   Company Benefits * 30 days holiday paid leave * Competitive compensation package * A week exchange policy to another Payhawk office (London, Berlin, Sofia, Amsterdam, Paris) * Multisport card fully funded by us * Regular team-wide events * 150EUR of monthly commuting allowance Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.