Adoption & Enablement Pod Lead

Key Responsibilities: 

Customer Intake & Handover from Professional Services

•        Take structured handover from the Project Manager and Professional Services team at the point of go-live, with full context on customer configuration, known risks, and any outstanding items.

•        Ensure all customers transitioning to the pod have a documented handover record that enables the team to deliver effective milestone support without relying on prior project knowledge.

•        Coordinate with the PMO Officer and Project Managers to ensure handover timing aligns with go-live schedules and that no customers fall through gaps between services and post-implementation support.

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Delivery Leadership & Hands-On Work

•        Act as a player-manager, personally delivering training, milestone support sessions, and small order work alongside the team.

•        Lead the delivery of post-implementation milestone support, including first month-end, first VAT return, and first year-end assistance for customers.

•        Oversee the delivery of self-book community drop-in sessions for new users, ensuring sessions are welcoming, informative, and consistently high quality.

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

•        Ensure all work delivered by the pod meets iplicit’s quality standards and delivers genuine value to customers.

•        Deliver targeted enablement 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 and Associate Trainers.

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

•        Monitor individual performance against quality standards, customer satisfaction, and professional development goals, offering timely feedback and support.

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

•        Assist with onboarding and developing new team members, ensuring they have the product knowledge, training skills, and confidence needed for their roles.

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

Workload Planning & Resource Management

•        Own the pod’s workload planning, balancing milestone support commitments (e.g., busy first week of the month for month-ends) with small order delivery and community sessions.

•        Advise the centralised resource planning function on pod availability, capacity constraints, and scheduling considerations.

•        Collaborate closely with the Professional Services Manager and Head of Project Management to coordinate cross-team resource sharing when demand requires it.

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

•        Produce a monthly forward-look demand report, communicating predicted volume patterns, capacity constraints, and headcount implications to the Director of Services to support proactive resource planning as the customer base grows.

Community Session Governance

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

•        Manage the self-book system for community sessions, including slot availability, booking rules, and cancellation processes.

•        Monitor attendance and engagement data to adjust session frequency, timing, and format as the customer base evolves.

•        Ensure session quality is consistent regardless of which team member delivers, maintaining standard 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 with Customer Success Executives to provide technical support during customer engagement and review calls.

•        Collaborate with the consulting pods and Professional Services team to ensure smooth handover of small orders and that resource is shared effectively during peaks.

•        Coordinate with Support to ensure alignment between post-implementation enablement and ongoing support provision.

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

•        Contribute to the company’s knowledge base by documenting best practices, common issues, and enablement resources.

Continuous Improvement

•        Identify opportunities to improve processes, session formats, and delivery methods within the pod.

•        Analyse demand patterns and customer feedback to refine the service offering and improve reponsiveness.

•        Encourage ongoing professional development within the team, including product knowledge and training delivery skills.

•        Participate in Pod Leads forums to exchange best practices and coordinate with other pod leaders across Professional Services.

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What This Role Is Not

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

•        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 full project plan, dedicated PM oversight, or exceeds 2 days in scope should be managed through Professional Services.

Core Competencies:

Essential

•        Proven experience delivering training or enablement on SaaS finance software, with strong product knowledge and customer-facing skills.

•        Experience in a team leadership or supervisory role, ideally managing small teams in a professional services or support environment.

•        Excellent communication and facilitation skills, with the ability to deliver engaging training sessions and manage customer relationships.

•        Strong organisational skills with the ability to manage reactive workloads, balance competing priorities, and plan effectively.

•        Collaborative mindset with the ability to work across teams and contribute to resource planning discussions.

•        Proficiency in MS Office applications, particularly Excel.

Desirable

•        Accounting qualification (ACA, ACCA, CIMA, or equivalent) or solid understanding of accounting principles and financial reporting.

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

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

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Other Requirements

•        Willingness to travel within the UK and occasionally internationally to support customers.

Success Metrics

•        Customer satisfaction: Pod CSAT >90% across all milestone support sessions, community sessions, and small order delivery.

•        Responsiveness: Small orders commenced within agreed SLA timeframes; significant reduction in average wait time for customers.

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

•        Team engagement and development: Pod member engagement scores above 80%; all team members meeting annual development goals.

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

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

•       Cross-functional contribution: Active participation in Customer Success Executive calls and Pod Leads forums.

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