Lantum

Implementation Specialist

• Own adoption as the primary success metric for every Trust implementation - tracking it, reporting on it and doing whatever it takes to drive it
• Lead the end-to-end implementation of Lantum across new and expanding Trust relationships, from initial mobilisation through to full go-live and beyond
• Ensure every stakeholder - clinical and operational - understands what to expect, what is required of them and what success looks like at every stage of the journey
• Deliver system training for all user groups, including new trainees joining mid-rotation, and develop onboarding materials and playbooks that scale
• Map key stakeholders across each Trust, establish and chair steering committees, and identify and develop internal Trust champions who sustain adoption beyond go-live
• Act as the primary face of Lantum within the Trust throughout the implementation lifecycle, leading meetings, webinars and presentations with clinical and operational audiences
• Work in close partnership with a dedicated clinicians to ensure the implementation is clinically credible and resonates with medical staff
• Identify and proactively remove barriers to adoption, escalating where needed and feeding insights back to product and delivery teams
• Produce clear, timely communications to keep all stakeholders informed and engaged throughout

Project Implementation Manager

Customer Support

• Act as the dedicated first-line support contact for all Secondary Care clients, triaging and responding to queries across In-Genius, In-Flight and DRS
• Receive, log and track all support requests, ensuring every client receives a timely, accurate and empathetic response within agreed SLAs
• Route issues to the right internal team - whether that's Delivery, Rota Ops, Finance or Product and Engineering - and maintain visibility of progress until resolution
• Identify recurring support themes and report them to Secondary Care leadership and the product team on a regular basis, creating a structured feedback loop that drives continuous improvement
• Develop a deep understanding of the Secondary Care product suite to efficiently diagnose client issues and reduce escalation where possible
• Maintain accurate records of all support interactions using Zendesk and other support tools. Create reports to share with senior management for insights into frequent issues.
• Work closely with the Secondary Care delivery and operations teams to ensure client issues don't disrupt rota delivery timelines
• Support the development and maintenance of client-facing support materials and knowledge base content

Project Implementation Manager

Customer Support Associate – Secondary Care