Implementation Associate

Implementation Associate

Department: Implementation

Employment Type: Full Time

Location: Remote, UK

Reporting To: Georgina Burton

Compensation: £35,000 - £40,000 / year

Description At Aptem we're passionate about creating solutions that enable our customers to deliver world-class training offerings that support their learners in developing in their chosen careers. Demand for our end-to-end SaaS solutions are ever-increasing and we are continuing to expand rapidly as a business. If you're interested in joining a talented, committed and driven team that is leading the charge in this fast-growing space, then you should apply!

This is an exciting opportunity to play a critical role supporting the growth of our business. We are incredibly busy in our implementation team and we are looking for a self-starting individual who enjoys a challenge and is motivated by delivering an excellent customer experience.

Implementation Associates support the planning, coordination, and execution of customer implementations. They assist Implementation Consultants and project teams to ensure a smooth on-boarding experience for customers, focusing on administrative support, training coordination, and data accuracy. Additionally, they take ownership of low-complexity implementation projects under the guidance of senior team members.

Many of our team work remotely but we have a London office in Camden which we use on a regular basis. Most of our implementation team are permanently remote and split the majority of their time between working from home and working at customer sites. We are happy to be flexible in terms of where in the country you prefer to be based, although would strongly prefer a candidate within a few hours commute from London so that travelling to our occasional team meetings / company events is manageable in a day's round-trip.
Key Responsibilities
What is most important in this role?

• Supporting the implementation process to ensure customers have a smooth on-boarding experience.
• Assisting in project coordination and tracking progress against agreed timelines.
• Ensuring data accuracy and compliance within Aptem systems.
• Communicating effectively with internal teams and customers.
• Recognising when issues arise and escalating appropriately.
• Contributing to the continuous improvement of implementation processes.

Main Responsibilities
Project Planning & Coordination

• Support the Implementation Consultant with project planning and documentation.
• Assist in tracking and maintaining project timelines.
• Manage low-complexity implementation projects, ensuring milestones are met.
• Ensure all necessary customer and internal team information is documented and updated in project tracking tools.
• Schedule project meetings and maintain accurate meeting records.
• Organise tasks and resources under the guidance of senior team members.

Customer Training Support

• Assist with scheduling and coordinating customer training sessions.
• Ensure training materials and session recordings are accessible to customers.
• Respond to basic training-related queries and escalate more complex issues appropriately.
• Support the development of digital training resources such as guides, videos, and FAQs.

Data & System Management

• Assist in updating and managing data within Aptem, Planhat, and other relevant systems.
• Support customers with basic data entry and troubleshooting common data-related issues.
• Ensure compliance with data management policies and funding regulations.

Customer Engagement & Communication

• Communicate professionally with internal and external stakeholders.
• Provide clear and timely updates on project tasks.
• Maintain good communication hygiene, ensuring that key discussions and actions are well documented.
• Recognise potential customer challenges and escalate concerns where necessary.

Change & Risk Management

• Assist in monitoring scope changes and ensuring they are documented.
• Identify potential risks within assigned tasks and escalate them appropriately.
• Support implementation of small-scale changes as directed.

Project Transition & Handover

• Ensure all documentation and outstanding items are recorded for handover to Customer Success teams.
• Assist in facilitating a smooth transition from implementation to business-as-usual operations.
• Follow established processes to ensure post-go-live activities are completed.

Skills Knowledge and Expertise Key Skills and Technical Knowledge

• Basic understanding of the Aptem platform and system functionality.
• Ability to update and manage data in Planhat.
• Foundational Microsoft Excel skills (e.g., basic formulas, data entry, sorting/filtering).
• Basic proficiency in Office 365 applications (Outlook, SharePoint, Word, PowerPoint).
• Familiarity with project management tools and techniques.
• Strong attention to detail and ability to organise tasks effectively.

Key Competencies
Stakeholder Engagement & Management

• Communicates clearly and professionally across different channels.
• Supports stakeholder interactions by ensuring clarity in project expectations.
• Builds foundational relationship skills with internal and external stakeholders.

Project Management

• Assists in project tracking, maintaining accurate documentation.
• Manages low-complexity implementation projects under guidance.
• Organises tasks efficiently under guidance.
• Identifies potential risks and escalates them appropriately.

Customer Engagement

• Supports customer on-boarding and implementation tasks.
• Assists in the transition of customers to Customer Success teams.
• Builds foundational customer relationship skills.

Communication

• Communicates effectively across email, Teams, and meetings.
• Actively listens and asks relevant questions to clarify requirements.
• Ensures updates and follow-ups are timely and accurate.

Attention to Detail & Organisation

• Maintains accurate records and ensures work meets quality standards.
• Effectively prioritises tasks to meet deadlines.

Analytical Thinking & Data-Driven Decision Making

• Uses provided data to support decision-making.
• Ensures data integrity and compliance with guidelines.

Professionalism & Accountability

• Completes tasks responsibly and with accuracy.
• Seeks feedback to improve personal performance.
• Maintains professionalism in all interactions, representing Aptem positively.

Continuous Improvement & Knowledge Sharing

• Seeks opportunities to refine skills and improve performance.
• Shares learning with the team and contributes to process improvements. Adapts to new tasks and processes with guidance.

Benefits

• 27 days holiday (excl. bank holidays), plus 1 additional day off on your birthday
• Option to take up to 1 day of paid volunteering leave every year.
• Half a day off at the end of the working week during July and August.
• Option to purchase up to 5 days of additional leave.
• Company pension scheme.
• Life insurance.
• Private health insurance with Aviva.
• Discounted gym membership.
• Retail and other discounts.
• Employee Assistance Programme.
• Learning and development budget.
• Regular paid social events throughout the year.