Customer Onboarding; Programme Manager

Ciphr has created a brand new opportunity, Customer Onboarding Manager, to own the successful delivery of Ciphr’s largest and most complex customer implementations and onboarding journeys.

Your primary goal is to lead the end-to-end project delivery for our strategic customers - Owning delivery of commercial outcomes through on-time, in-budget execution and effective scope and change control, executive stakeholder relationships, and successful go-live across multi-product, multi-workstream product implementations.

At Ciphr our priority is ensuring that the work we do is adding value to our customers whilst also working in a way that allows the Ciphr team to feel valued in their roles.

We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open and friendly work environment where your input and ideas are welcomed.

Flexibility is key so this role can be based anywhere within the UK if you are happy to attend ad hoc meetings. We also have an office in Reading, Berkshire that all Ciphr employees are welcome to utilise.

If you are interested in a change do have a look below at what we can offer you.

Location: This role offers a flexible working pattern, collaborating in our Reading office approximately twice a month.

You’ll:

• Lead the end-to-end delivery of complex, multi-phase and multi-product implementations spanning multiple Ciphr products, building robust project plans that reflect commercial commitments and customer outcomes.
• Lead matrixed delivery teams across consulting, technical, integration, data migration and partner work streams, ensuring all parties are clear on their responsibilities, dependencies and timelines.
• Build and maintain executive-level customer relationships, acting as the primary point of accountability for HR Directors, CHROs, CFOs, CIOs and steering committee members.
• Own the financial health of the project, including revenue recognition, scope and change control, margin protection and accurate forecasting throughout the lifecycle
• Proactively identify and manage risks, issues and dependencies across all work streams; lead steering committees, executive reviews and customer escalations.

• Consistently high customer satisfaction (CSAT/NPS) scores from enterprise customers, with quotable references generated.
• Project milestones and revenue recognition targets achieved or exceeded across the lifecycle.
• All projects maintained at a "Green" status throughout the lifecycle, with health managed to a high standard regardless of complexity.
• Full evidence provided that all deliverables and go-live criteria have been met, with formal customer sign-off at every gate
• Seamless transition into business as usual with minimal post-go-live escalations
• Deliver projects within approved scope, effort, and budget to achieve target financial performance

• Proven experience (around 5+ years) leading complex, customer-facing HCM, payroll or HR technology implementations in enterprise environments
• Recognised qualification (PRINCE2 Practitioner, PMP, MSP, APM PMQ or equivalent) and fluent across waterfall, agile and hybrid delivery approaches
• Credible at executive level, with strong commercial acumen, budget ownership and the gravitas to chair steering committees and lead difficult conversations.
• Calm under pressure, highly analytical, and able to lead the recovery of challenged programmes

Ciphr has a benefits package which has you and your family in mind.

As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:

• 30 days annual leave plus bank holidays
• Family National Trust Membership
• Birthday day off
• Family forming support - e.g., time off for family forming appointments or to support your partner
• Enhanced maternity and paternity leave
• Work from Anywhere for 4 weeks per year
• Volunteering days for 2 days per year
• Cycle to work scheme
• Pension
• Health cash plan
• Life assurance
• Technology/home improvements Loans
• Perks at Work – access to exclusive discounts, cinema tickets, etc.
• Regular…