System Implementation Specialist

Loca­tion: London

Who are we and what’s our mission?

Clear Review is a grow­ing tech scale up who’s moti­vat­ing force is to rid com­pa­nies of dread­ed annu­al appraisals and make per­for­mance and devel­op­ment dis­cus­sions at work human and meaningful. 

The world of per­for­mance man­age­ment (if we must call it that) has been so bad, for so long. Annu­al appraisals, com­plex rat­ings scales, uncer­tain­ty, anx­i­ety — we’re look­ing to put an end to all of that. Employ­ees and man­agers sim­ply need to be enabled with the right cul­ture and the right tech­nolo­gies to be the best that they can be.

Our award-win­ning SaaS plat­form — Clear Review — is the sim­plest per­for­mance man­age­ment sys­tem on the mar­ket. It’s a tool that facil­i­tates qual­i­ty con­ver­sa­tions and feed­back rather than bureau­crat­ic form fill­ing exercises.

We’re gen­uine­ly excit­ed about the mis­sion we’re on. We’re scal­ing quick­ly and have fund­ing to ramp things up even more. We’re need­ing new peo­ple who can get excit­ed about this jour­ney to come on board with new ideas, new ener­gy, and a desire to get stuck in and make a difference!

The Role

We’re look­ing for a Sys­tem Imple­men­ta­tion Spe­cial­ist to join our Cus­tomer Suc­cess team. A customer’s jour­ney begins the moment they join us and those first four weeks of imple­men­ta­tion are cru­cial to demon­strat­ing our com­mit­ment to their suc­cess and ensur­ing that their time-to-first-val­ue is decreased.

Whilst our soft­ware is sim­ple to use and set­up, it is impor­tant that our cus­tomers are guid­ed through the imple­men­ta­tion process to ensure a suc­cess­ful roll out. This includes work­ing with cus­tomers’ to pre­pare their HR data and their tech teams on set­ting up Sin­gle Sign on and SFTP/S data trans­fers.

Typ­i­cal­ly, imple­men­ta­tion takes around four weeks and as part of this, reg­u­lar project update calls are cru­cial to make sure that every­one is up to date.

As part of a scale up busi­ness, we are con­stant­ly look­ing at ways to improve our process­es and iden­ti­fy areas where scal­a­bil­i­ty can be achieved. The cre­ation of guid­ance doc­u­men­ta­tion and/​or videos will also be cru­cial to this role, so it’s a great oppor­tu­ni­ty to make a dif­fer­ence to the direc­tion of our Cus­tomer Suc­cess team and our cus­tomers journeys.

Respon­si­bil­i­ty

• Project man­age­ment of new cus­tomer imple­men­ta­tions with reg­u­lar project update calls, work­ing along­side the Cus­tomer Suc­cess Man­ag­er who will over­see the rela­tion­ship after they go-live. (You’ll be han­dling mul­ti­ple imple­men­ta­tions at the same time.)
• Train­ing new cus­tomers to get the most out of their shiny new tech, to both end users and the HR Team.
• Work­ing with new cus­tomers to guide them through the imple­men­ta­tion process, sys­tem set­up and data inte­gra­tions (sin­gle sign-on and FTPS).
• Trou­bleshoot­ing tech­ni­cal issues and queries dur­ing onboarding. 
• Ensur­ing rel­e­vant tech­ni­cal resources & guides are made avail­able & if need­ed, cre­at­ed.
  Work­ing with the wider Cus­tomer Suc­cess team to help iden­ti­fy areas for improvement

Skills and experience

• Pre­vi­ous expe­ri­ence of imple­ment­ing soft­ware sys­tems, either in-house or for a provider, ide­al­ly in the HR space although this is not essential. 
• Project man­age­ment of short-medi­um term projects (you do not need to have man­aged long, com­plex projects).
• Expe­ri­ence of import­ing / export­ing data from sys­tems and via CSV.
• Under­stand­ing of Sin­gle Sign On and S/FTPS.
• Tech­ni­cal prob­lem solv­ing– using log­ic and meth­ods to solve prob­lems and come up with solutions
• Amaz­ing inter­per­son­al skills — able to quick­ly build and main­tain strong relationships.
• Cus­tomer focus– being ded­i­cat­ed to meet­ing the expec­ta­tions and require­ments of cus­tomers and gain­ing their trust and respect.
• Time man­age­ment and pri­ori­ti­sa­tion — expe­ri­ence of work­ing with mul­ti­ple onboard­ing projects simul­ta­ne­ous­ly, with dif­fer­ent timescales and complexity..
• Detail ori­en­tat­ed, whilst able to keep sight and focus on the big­ger pic­ture of a customer’s require­ments and needs.

Per­son­al attributes

We are a strong val­ues based com­pa­ny and any­one who joins our fam­i­ly-like team needs to engage in our five val­ues.

1. Dri­ven to be bet­ter: We con­tin­u­ous­ly strive to improve, both as a per­son and in our roles.

2. Get stuff done: We deliv­er results. We get things done when we say we will.

3. Hon­est feed­back: We give each oth­er gen­uine feed­back even if it may some­times be uncom­fort­able to hear. We do it kind­ly.

4. Keep ask­ing why: We strive to find the root caus­es of prob­lems and come up with solu­tions to solve them.

5. Moments that mat­ter: We want peo­ple to be delight­ed by the work we do which means putting our cre­ativ­i­ty, our con­vic­tions and our pas­sion into our work.

Along with shar­ing our val­ues, as we are still a grow­ing team, hav­ing a good sense of humour, being warm and adapt­able is real­ly impor­tant to us. We love con­fi­dence, but we val­ue humility. 

How we work

We are not nine-to-five and we pas­sion­ate­ly believe in a healthy work/​life bal­ance — some of us have fam­i­lies so we know that this is cru­cial. We active­ly encour­age flex­i­ble work­ing and although with the cur­rent cir­cum­stances we are home-based, we will work up to ²⁄₃ days a week in our love­ly Far­ring­don office again soon. Our office envi­ron­ment is relaxed with fresh fruit, Teapigs teas and craft cof­fee all provided. 

Ben­e­fits

• Unlim­it­ed holiday
• Share options
• £500 per­son­al devel­op­ment budget
• Baby­lon Health subscription
• Fresh fruit, craft cof­fee and tea
• Per­son­al coach­ing from an exec­u­tive lev­el career coach
• Salary £35 – 40K DOE