IMP Software

• Define and evolve your product vision in response to customer insight, market signals, and business goals. • Own your product roadmap — balancing incremental improvements that deepen customer value with longer-term capabilities that extend the product’s competitive position. • Collaborate with the Head of Product and leadership to align your product’s direction with IMP’s broader platform strategy and commercial objectives. • Conduct regular customer interviews, observation sessions, and contextual research with MAT finance teams. • Build and test prototypes and lightweight MVPs before committing to build, working iteratively with design to refine solutions based on real user feedback. • Ensure your squad has clear context on what they are building and why, not just how.

• Manage a portfolio of Trusts, supporting both new and existing customers across Planner, ICFP and other IMP products. • Lead the Initial Success (training) process for ICFP, delivering structured onboarding, training, and early-stage adoption within a 45-day period. • Partner with Trusts to help them realise full value from IMP Software, ensuring strong engagement, accurate usage, and alignment to Trust goals. • Conduct regular Success Reviews to discuss adoption, performance, and identify areas for optimisation. • Act as the customer’s advocate within IMP, working cross-functionally with Implementation, Support, Product and Account Management teams. • Identify customers at risk and work proactively to re-engage and retain them. • Support the ongoing development of best practice resources, playbooks and training content. • Contribute to continuous improvement of the customer journey, including the rollout of the LMS and Community Forum.

• Act as the initial escalation point for complex or unresolved support queries, ensuring timely and effective resolution. • Own the raising, tracking, and progression of problem tickets, coordinating with internal teams as required. • Support and coach the Chat Support team, helping them develop their technical and problem-solving skills and progress from Level 1 to Level 2 capability. • Investigate and resolve customer queries in a timely and efficient manner, operating at a Level 2 technical depth. • Accurately log incidents and provide detailed replication steps, along with expected and actual outcomes, to aid in troubleshooting and resolution. • Create and update customer-facing documentation, including user guides and FAQs. • Analyse tickets and enhance AI-generated responses to improve the quality and accuracy of customer interactions. • Configure and maintain application settings based on customer requirements and best practices. • Perform additional tasks and responsibilities as assigned to support team and business objectives.

• Own the end-to-end rollout of IMP Planner into new multi-academy trust customers • Lead the configuration of IMP Planner for each new trust • Serve as the primary point of contact for the trust throughout implementation • Ensure clear communication and understanding of client requirements • Feed customer insight back into Product, Customer Success, and Consulting

• This is a hands-on role for an experienced marketer who thrives in a fast-paced environment and is excited by real ownership across a broad and varied remit. • You’ll bring together brand, events, customer engagement, and industry relationships, working closely with our Demand Generation Manager and Content Marketing Manager, while leading and developing a high-performing team of two direct reports. • We’re a close-knit, collaborative team that moves quickly and supports each other to do great work. • We care deeply about the quality of what we produce, the relationships we build, and the impact we have, both for our customers and across the wider education sector. • If you’re commercially minded and ready to make a meaningful mark, this is a fantastic opportunity to do just that.

• Serve as the primary point of contact for clients during the implementation phase • Review the Chart of Accounts structure with customers to achieve their desired structure • Review the required approval levels that have been used within each school and in conjunction with IMP’s methodology and the clients’ needs • Define the best method to build the required workflows for purchasing approvals • Support customers through the implementation process including user acceptance testing

• Act as the primary escalation point for 2nd and 3rd line technical issues across the business • Manage and maintain endpoint fleet (~150 devices) using Microsoft Intune, including compliance policies, configuration profiles, and application deployment • Administer and optimise the Microsoft 365 environment (Entra ID, Exchange Online, SharePoint, Teams) • Own the device lifecycle from provisioning through to retirement, working with our chosen logistics partner • Maintain and improve the IT service desk, including workflows, automations, and SLA reporting • Manage Microsoft Defender for Endpoint — investigate alerts, tune policies, respond to incidents • Support the Head of IT in delivering and maintaining ISO 27001 alignment • Administer Entra Suite (Private Access, Internet Access, ID Governance) and support zero-trust network access initiatives • Manage Endpoint Privilege Management policies to enforce least-privilege access • Contribute to security awareness initiatives and support Cyber Essentials certification • Monitor and improve Microsoft Secure Score and overall security posture • Design and build automations using Power Automate, PowerShell, and Graph API to eliminate manual IT processes • Automate joiner/mover/leaver workflows, licence assignment, device provisioning, and reporting • Lead or contribute to IT projects across security, infrastructure, and tooling • Evaluate and implement new tools and technologies that improve IT service delivery • Define and maintain hardware personas (developer, standard user, etc.) and ensure the fleet meets business needs • Manage hardware procurement relationships and coordinate with the logistics vendor for deployment, retrieval, and recycling • Plan and execute device refresh programmes as part of ongoing fleet management

• Serve as the primary point of contact for clients during the implementation phase • Review the Chart of Accounts structure with customers to achieve their desired structure • Review the required approval levels that have been used within each school and in conjunction with IMP’s methodology and the clients’ needs • Define the best method to build the required workflows for purchasing approvals • Support customers through the implementation process including user acceptance testing

• Serve as the primary point of contact for clients during the implementation phase • Review the Chart of Accounts structure with customers to achieve their desired structure • Review the required approval levels that have been used within each school and in conjunction with IMP’s methodology and the clients’ needs • Define the best method to build the required workflows for purchasing approvals • Support customers through the implementation process including user acceptance testing