Senior Implementation Analyst

Summary

Join ZigZag Global as a Senior Implementation Analyst and lead the onboarding of clients and partners onto our SaaS returns platform. This remote UK-based role involves managing complex implementation projects, collaborating with global teams, and ensuring client satisfaction. You will be responsible for requirements gathering, solution delivery, and stakeholder management. The position requires extensive SaaS implementation experience, strong problem-solving skills, and excellent communication abilities. As a Senior Analyst, you will also mentor junior team members and contribute to process improvement initiatives. ZigZag offers a competitive salary, comprehensive benefits, and a flexible work environment.

Requirements

• Multiple years of experience within SaaS (Software as a Service) implementations
• Excellent problem-solving skills
• Aptitude for understanding technical solutions and communicating to technical and non-technical audiences
• Ability to demonstrate an understanding of API and System Integration documentation
• Confidence when interacting with clients
• Retail and/or logistics experience

Responsibilities

• Hold and maintain a deep knowledge of, and be able to communicate, the capabilities of the ZigZag Global Returns Solution
• Work as part of a globally distributed team to deliver retailers, WL partners and clients from pre-sales through to BAU
• Manage the implementation of multiple complex clients onto the ZigZag Global Returns Solution
• Primary point of contact for retailers, WL partners and clients throughout the onboarding process
• Point of contact for the rest of the business for implementation queries
• Communicate proactively with clients to facilitate the implementation process, identify risks and issues, and create solutions
• Work closely with the customer facing teams and WL partners to drive client satisfaction through the implementation process
• Effectively manage client and internal stakeholder expectations
• Share progress reports with the business on implementations in flight and call out risks to go live
• Create and share KPI reporting to a wider business audience
• Develop and maintain comprehensive implementation plans to meet client objectives
• Train and educate retailers, WL partners and clients on the ZigZag Global Returns Solution
• Hold internal meetings for key areas of implementation and own key areas of process
• Analyse and review existing processes to identify areas for improvement and develop strategies to resolve issues
• Provide training and guidance to new implementation team members
• Provide support to the Implementation Manager, covering for periods of leave
• Stay informed of relevant trends and industry news

Preferred Qualifications

Fluent in written and verbal English, German and French

Benefits

• Competitive salary
• 24 days holiday + bank holidays + additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Flexible working options - fully remote with option to work from our London office
• BUPA Private Medical Insurance
• Annual L&D Budget
• Home Office supplies
• Employee referral bonus scheme
• Flexible working hours