Implementation Manager

 

Client Operations, B2B SaaS

Location: London #LI-Hybrid

 

About Sedna

Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.

As an implementation focused Delivery Manager Sedna’s suite of maritime solutions, we are seeking a SaaS experienced individual contributor to join our Customer Operations team in London.

 

About the role:

Implementing the Sedna platform and products into business operations can be a large-scale, exciting change for many Sedna customers. As an Implementation Manager at Sedna, you will have a significant impact, guiding customers through the onboarding process, managing internal and external stakeholders, and getting hands-on technically to ensure timely project delivery. A key attribute of this role is the ability to execute quickly and ensure tasks are progressing throughout the project lifecycle.

In this role, you will have the opportunity to lead multiple concurrent customer projects and get to travel to work on-site with our customers internationally. This is a great opportunity for someone early in their project management career with experience working in a SaaS business. We are looking for someone who wants to use and develop their skill set at a fast-paced startup where your work will play a pivotal role in delivering on our promise of world-class onboarding to our customers. 

 

Your responsibilities:

Here's a bit more on what you can expect to be doing day-to-day:

Leading Implementation Projects - Planning and delivering multiple concurrent projects that will see our customers successfully onboarded onto the Sedna platform, leading them through the phases of project kick-off, technical configuration, testing, training, launch and hypercare.

Stakeholder Coordination - As the project lead you will be the central liaison between executives, business users, technology teams, and support teams. You will need to facilitate functional and technical discussions and ensure effective communication of project progress to ensure successful delivery. 

Project Administration and Reporting - Using our project software (Notion) you will manage project governance and produce reports such as customer status reports, steering committee documentation and internal reports on the state of your portfolio, and facilitate meetings to inform stakeholders of these.

Risk Management - Identify, assess and address risks related to project timelines, resource allocation, and customer satisfaction. 

Change Management - You will be expected to execute communication plans and stakeholder analysis that will allow you to take the customer on the change journey. You will also be responsible for creating training plans for each implementation and run training and deskside support with our customers.

Continuous Improvement - You will be expected to continuously look for ways to optimise existing processes, workflows and associated documentation to support more effective, faster service delivery.

 

About you:

We think you’ll need the following experience and qualifications to succeed in this role:

• 4+ years of experience in a project management role working across multiple projects simultaneously, or 6+ years of experience with customer support or delivery coordination.
• Exposure in a customer-facing role where you’ve been responsible for managing and communicating with different stakeholders.

 

In addition, here are the core attributes we are looking for:

Pragmatic project management skills - you create achievable and robust project plans that take into account business requirements and dependencies. You are proactive in identifying next steps before they are required or blockers before they occur.

Delivery-focused - you are a self-starter, who takes the initiative to complete the required tasks to continuously drive projects forward, managing issues and risks along the way. You are focused on supporting customers with timely responses to their queries.

Attention to detail - you ensure that every aspect of a project is executed with precision and accuracy, resulting in fewer delays, errors and omissions, to foster customer confidence and trust for successful delivery.

Problem-solving - you are proactive to take ownership of customer problems, using analytical skills to assess and see these through to resolution.

Collaborative communicator - you are able to build relationships and work effectively with internal and external stakeholders. You easily build trust and buy-in which enables you to influence and align all parties so that the project delivers long-term value.

Customer-centric - you are focused on understanding and meeting the needs of our customers to drive satisfaction and retention, moving quickly to deliver business value.

 

Our values:

Finally, culture is important to us, so we also look for candidates who share our values:

Stay ahead, stay agile

• We don’t just adapt-we anticipate change and act with confidence.
• Curiosity, data, and customer insights help us stay ahead of the curve.
• We embrace challenges as opportunities and remain resilient under pressure.
• By staying open to new ideas and ways of working, we lead the future.

Execute with focus

• We turn strategy into action, delivering measurable results that matter.
• Every initiative counts-discipline and ownership drive business impact.
• We make smart decisions with speed, balancing pace and precision.
• Clear priorities keep us focused on what moves the needle.

Work together, win together

• Collaboration is our superpower-we succeed as one team, internally and with customers.
• We co-create solutions, seek feedback, and build the future of the OS together.
• Strong relationships are built on trust, respect, and shared goals. 
• By aligning across teams and with customers, we unlock greater impact.

 

Why Join Sedna? 

• Be part of a dynamic team driving innovation in the maritime industry
• Join a culture of innovation and openness where your ideas can make a real impact
• Work with technology that's transforming the maritime industry 
• Contribute to solutions that drive both profitability and sustainability in shipping 

The role reports to the Head of Delivery and is an integral part of our Customer Operations team in London.

Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.