Greg Lewis

As head of Implementation I managed both the onboarding team and data team which looked after all new clients coming on board to the platform including any data migration projects, upgrades, data cleansing, etc. I was responsible for updating process changes, implementing workflows and updating coaching plans and materials. I also managed larger bespoke migration/onboarding projects. My core responsibilities include -

• Oversee the full lifecycle of client onboarding—from contract signing to go-live.
• Develop and manage implementation plans tailored to each client’s needs.
• Serve as the primary point of contact during onboarding.
• Ensure timely delivery and smooth handover to Customer Success or Support teams.
• Build, lead, and mentor the implementation team (project managers, consultants, technical specialists).
• Define and document implementation methodologies, best practices, and playbooks.
• Identify bottlenecks and inefficiencies in implementation processes.
• Drive continuous improvement initiatives to reduce onboarding time and increase success rates.
• Understand each client’s unique recruitment workflow and configure the platform accordingly.
• Act as a trusted advisor to clients during rollout.
• Escalate and resolve implementation-related issues quickly and effectively.
• Work closely with Product, Engineering, Sales, and Customer Success to align implementation with client expectations.
• Liaise with technical teams to manage custom requirements, data migration, and integrations.
• Report on project statuses, risks, and milestones to internal stakeholders and clients.
• Present metrics such as time to go-live, client adoption rates, and NPS.
• Oversee creation and delivery of training programs and materials for client teams.

• Built meaningful client relationships using multi-channel approach.
• Achieved high customer retention with concerted engagement.
• Drove customer experiences through targeted insights analysis.
• Nurtured positive client relationships through personalised, responsive account advice.
• Trained internal teams on meeting customer needs and enhancing service experiences.
• Updated products and services to reflect changing client needs, increasing retention.
• Recognised blockers and implemented solutions to minimise client and account impacts.
• Sought value-add opportunities to maximise customer account benefits.
• Served as subject-matter expert with strong technical expertise.
• Balanced company and client priorities to achieve mutually-beneficial arrangements.
• Organised operational reviews to assess customer experiences and satisfaction.
• Anticipated new starter needs and worked responsively to maximise training outcomes.
• Led group and one-to-one onboarding sessions, tailoring inductions to suit varied audiences.
• Implemented training programmes to upskill new starters and build confidence ahead of official start dates.
• Onboarded staff with appropriate training, coaching and mentoring to maximise potential.
• Set up new starters on software systems and demonstrated use, function and benefits.
• Retained in-depth product knowledge for persuasive, customer-focused demonstrations.

• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Registered and updated accurate customer information on database.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Offered prompt solutions to maintain customer satisfaction.
• Established positive relationships with clients by going extra mile to build rapport.
• Recorded customer communications to maintain proper documentation.
• Transferred customer calls to respective department or personnel to address specific issues.

• Maintained detailed administration and office procedures to improve accuracy and efficiency.
• Examined data to detect errors and discrepancies.
• Verified accuracy of information and sorted information of documents for computer entry.