Principal Implementation Consultant - SaaS

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse. 

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences.  Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work. 

The opportunity:

VML Enterprise Solutions is seeking a Principal Implementation Consultant to lead our customer implementations and mentor a high-performing team. If you thrive on delivering software solutions, building strong customer relationships, and leveraging cutting-edge AI to solve real-world challenges, this is your opportunity to make a significant impact and progress into a leadership role.

About VML Enterprise Solutions

Within VML Enterprise Solutions, this role sits in a team focused on delivering innovative B2B software solutions for the biopharmaceutical, devices, and diagnostics industries. With a 20-year legacy, we empower healthcare organizations to identify stakeholders, engage effectively, and analyse data with AI to accelerate drug development.

Our unique software ecosystem, including leading NLP and GenAI-powered solutions, helps pharma teams collect, manage, analyse, and report data at scale.

Why Join Us?

• Impact: Lead critical SaaS implementations for global biopharmaceutical customers, directly influencing drug development and healthcare outcomes.
• Innovation: Work with cutting-edge NLP and GenAI solutions in a rapidly evolving industry.
• Leadership: Build and mentor a high-performing team of consultants and account managers.
• Growth: Be part of a dynamic, growing division within a global creative and technology powerhouse (VML, 30,000+ employees worldwide).

What you’ll be doing:

• Lead Implementations: Head up the implementation of our SaaS product suite for global biopharmaceutical customers, providing senior leadership and strategic oversight on key accounts.
• Strategic Impact: Steer implementations from winning the business through to launch and beyond, acting as a vital bridge between customers and customer success and product teams.
• Team Leadership: Line-manage and develop a team of implementation consultants and account managers, fostering a culture of exceptional customer service and continuous growth.
•  Solution Expertise: Provide expert advice on our solution’s configuration, integration options, and best practices, guiding customers through the technical and compliance aspects of implementation.
• Customer Partnership: Build and nurture long-lasting relationships with C-suite customers, manage escalations, and identify growth opportunities.
• Commercial Acumen: Contribute to commercial transformation, monitor budgets, and participate in contractual negotiations to ensure financial success.
• Product Champion: Be the ultimate expert in our product suite, translating customer needs into insights that inform competitive positioning and product innovation.

What we want from you:

• A proven leadership with significant SaaS (or digital solutions) B2B implementation experience, including managing integrations.
• Experience with CRM, analytics, AI, and data software solutions.
• An excellent project/programme manager and strong analytical skills.
• Superior stakeholder-management and negotiation skills, with proven experience managing relationships and expectations with C-suite customers.
• Commercial acumen, technical confidence, and excellent people-management abilities.
• Experience in delivering to the highest standards in fast-paced, regulated environments.
• Strong communication skills, you need to be able to present persuasively and handle difficult conversations with C-suite customers and internal stakeholders.
• Passion about the use of AI in B2B contexts and eagerness to develop expert-level industry knowledge.
• Understanding the compliance context of delivering technology in highly regulated industries (e.g., information security, data privacy).

A creative mindset – we look for someone who thrives on innovation.

If you know some of this, even better:

• Familiarity with the pharmaceutical sector / medical affairs.

What we can offer you:

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

We offer a great benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family friendly policies, discounts with hundreds of retailers and much more.

Our personality and behaviours: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solution's culture to life through the actions we all take every day:

• Connect Meaningfully
• Inspire Creatively
• Include Purposefully
• Approach Positively

Our brilliant, talented people are what makes VML Enterprise Solutions what we are. That’s why we look for people who go beyond and always push our thinking to be better than yesterday.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

WPP (VML Enterprise Solutions) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. 

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X. 

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