Adoption & Enablement Pod Lead

Key Responsibilities: 

Customer Intake & Handover from Professional Services

•        Take structuredhandover from the Project Manager and Professional Services team at the pointof go-live, with full context on customer configuration, known risks, and anyoutstanding items.

•        Ensure all customerstransitioning to the pod have a documented handover record that enables theteam to deliver effective milestone support without relying on prior projectknowledge.

•        Coordinate with thePMO Officer and Project Managers to ensure handover timing aligns with go-liveschedules and that no customers fall through gaps between services andpost-implementation support.

‍

Delivery Leadership & Hands-On Work

•        Act as aplayer-manager, personally delivering training, milestone support sessions, andsmall order work alongside the team.

•        Lead the delivery ofpost-implementation milestone support, including first month-end, first VATreturn, and first year-end assistance for customers.

•        Oversee the deliveryof self-book community drop-in sessions for new users, ensuring sessions arewelcoming, informative, and consistently high quality.

•        Manage the intake,prioritisation, and delivery of small orders, ensuring customers receive aresponsive and professional service.

•        Ensure all workdelivered by the pod meets iplicit’s quality standards and delivers genuinevalue to customers.

•        Deliver targetedenablement sessions to customers following significant product releases,ensuring they understand and can take advantage of new functionality.

Team Leadership & People Management

•        Provide leadership,guidance, coaching, and support to the Adoption & Enablement Trainer andAssociate Trainers.

•        Hold regularone-to-one meetings (at least monthly), performance reviews, and team meetingsto ensure consistent communication, development, and performance management.

•        Monitor individualperformance against quality standards, customer satisfaction, and professionaldevelopment goals, offering timely feedback and support.

•        Foster a culture ofcollaboration, continuous improvement, and customer-centricity within the pod.

•        Assist withonboarding and developing new team members, ensuring they have the productknowledge, training skills, and confidence needed for their roles.

•        Identify skill gapswithin the pod and organise training, mentoring, and development opportunities.

Workload Planning & Resource Management

•        Own the pod’sworkload planning, balancing milestone support commitments (e.g., busy firstweek of the month for month-ends) with small order delivery and communitysessions.

•        Advise thecentralised resource planning function on pod availability, capacityconstraints, and scheduling considerations.

•        Collaborate closelywith the Professional Services Manager and Head of Project Management tocoordinate cross-team resource sharing when demand requires it.

•        Proactively plan forpredictable demand patterns and ensure the team is appropriately deployed.

•        Produce a monthlyforward-look demand report, communicating predicted volume patterns, capacityconstraints, and headcount implications to the Director of Services to supportproactive resource planning as the customer base grows.

Community Session Governance

•        Own the schedule,format, and frequency of community drop-in sessions, ensuring sufficient slotsare available to meet demand without over-committing pod capacity.

•        Manage the self-booksystem for community sessions, including slot availability, booking rules, andcancellation processes.

•        Monitor attendanceand engagement data to adjust session frequency, timing, and format as thecustomer base evolves.

•        Ensure sessionquality is consistent regardless of which team member delivers, maintainingstandard agendas and preparation materials.

Customer Relationship & Technical Authority

•        Build and maintainstrong relationships with customers receiving post-implementation support,ensuring high levels of satisfaction and confidence.

•        Act as the primaryescalation point for customer concerns or delivery issues within the pod.

•        Provide technicalauthority and product expertise to support Customer Success Executives byjoining customer calls where specialist knowledge of iplicit is needed.

•        Monitor customerfeedback and satisfaction for all pod activities, taking proactive steps toaddress concerns and improve the experience.

Cross-Functional Collaboration

•        Work closely withCustomer Success Executives to provide technical support during customerengagement and review calls.

•        Collaborate with theconsulting pods and Professional Services team to ensure smooth handover ofsmall orders and that resource is shared effectively during peaks.

•        Coordinate withSupport to ensure alignment between post-implementation enablement and ongoingsupport provision.

•        Provide feedback tothe Director of Services on customer needs, common post-go-live challenges, andopportunities to enhance the service offering.

•        Contribute to thecompany’s knowledge base by documenting best practices, common issues, andenablement resources.

Continuous Improvement

•        Identifyopportunities to improve processes, session formats, and delivery methodswithin the pod.

•        Analyse demandpatterns and customer feedback to refine the service offering and improveresponsiveness.

•        Encourage ongoingprofessional development within the team, including product knowledge andtraining delivery skills.

•        Participate in PodLeads forums to exchange best practices and coordinate with other pod leadersacross Professional Services.

‍

What This Role Is Not

•        Not Customer Success.This pod delivers technical enablement and milestone support. It does not ownthe customer relationship, retention, advocacy, renewal, or commercialconversations. Those responsibilities remain with the Customer SuccessExecutive.

•        Not Support. The poddoes not own support tickets or SLAs. It collaborates with Support but operatesas a distinct enablement function.

•       Not Project Delivery.Small orders are scoped, time-limited engagements. Work that requires a fullproject plan, dedicated PM oversight, or exceeds 2 days in scope should bemanaged through Professional Services.

Core Competencies:

Essential

•        Proven experiencedelivering training or enablement on SaaS finance software, with strong productknowledge and customer-facing skills.

•        Experience in a teamleadership or supervisory role, ideally managing small teams in a professionalservices or support environment.

•        Excellentcommunication and facilitation skills, with the ability to deliver engagingtraining sessions and manage customer relationships.

•        Strong organisationalskills with the ability to manage reactive workloads, balance competingpriorities, and plan effectively.

•        Collaborative mindsetwith the ability to work across teams and contribute to resource planningdiscussions.

•        Proficiency in MSOffice applications, particularly Excel.

Desirable

•        Accountingqualification (ACA, ACCA, CIMA, or equivalent) or solid understanding ofaccounting principles and financial reporting.

•        Experience withiplicit or similar cloud ERP/finance systems (e.g., NetSuite, Sage Intacct,Xero).

•        Experience managingreactive or on-demand service delivery alongside planned work.

‍

Other Requirements

•        Willingness to travelwithin the UK and occasionally internationally to support customers.

Success Metrics

•        Customersatisfaction: Pod CSAT >90% across all milestone support sessions, communitysessions, and small order delivery.

•        Responsiveness: Smallorders commenced within agreed SLA timeframes; significant reduction in averagewait time for customers.

•        Session quality:Positive feedback scores from community drop-in sessions and milestone supportengagements.

•        Team engagement anddevelopment: Pod member engagement scores above 80%; all team members meetingannual development goals.

•        Resource utilisation:Effective balancing of milestone support, small orders, and community sessionsacross the team.

•        Demand forecasting:Monthly forward-look demand reports delivered on time with actionable capacityrecommendations.

•       Cross-functionalcontribution: Active participation in Customer Success Executive calls and PodLeads forums.

‍