Implementation Associate UK&I

Join Choco, where we build and own solutions that reshape a broken food system. The global food supply chain is inefficient by design. Waste is high, margins are thin, and most distributor order processes are done over the phone, tracked across broad spreadsheets, and based on intuition rather than strong data. At Choco, we’re changing that. We build software used daily by food distributors and their customers to run their business. It automates orders, reduces errors, and helps operations run faster and more reliably. Because it’s embedded in daily operations, our SaaS platform has immediate, real-world impact, on efficiency, margins, and how businesses run day to day. We’re not solving a simple or an abstract problem, it’s messy, operationally complex, and high-stakes. Choco is scaling rapidly across the UK&I market, and every new customer implementation is critical to long-term success. As our customer base grows, fast, structured, and high-quality onboarding becomes essential. As an Implementation Associate, you will own the onboarding and implementation of food distributors joining the Choco platform across the UK&I region. You will ensure customers launch successfully, adopt the product quickly, and realise value from day one. You will be the operational driver of customer implementations: coordinating internal teams and customer stakeholders, managing timelines and dependencies, and ensuring projects move smoothly from post-sale handoff through to go-live and Customer Success transition. What You’ll Do - Own the implementation lifecycle from post-sale handoff through go-live and Customer Success transition, driving structured onboarding and implementation programs while ensuring milestones are met and timelines stay on track - Act as the primary point of contact for customers throughout the implementation journey, managing project scope, timelines, risks, and dependencies across multiple concurrent implementations - Lead customer kickoff meetings, onboarding sessions, and structured training - Coordinate cross-functional collaboration across Sales, Customer Success, Product, and Solution Engineering - Support customers with technical integrations, including APIs or ERP systems, where required - Identify risks early, remove blockers, drive mitigation plans to ensure successful launches, and track implementation performance metrics such as time-to-go-live and time-to-first-value - Contribute to scalable onboarding frameworks, including templates, documentation, and implementation playbooks What You Bring - 1-2 years of experience in SaaS implementation, customer onboarding, project management, or a similar role - Experience managing multiple customer projects simultaneously with clear delivery outcomes - Strong stakeholder management and customer communication skills, with the ability to bring structure and clarity - A proactive mindset, strong ownership, and problem-solving ability, with comfort operating in a fast-growing startup or scale-up environment - Experience working cross-functionally with teams such as Sales, Product, Engineering, and Customer Success - Familiarity with APIs, ERP systems, or technical integrations - Fluent English at C1/C2 level WHAT YOU GET - Work on digitalizing core operating systems for food distributors, automating orders, sales and payments in a system that still largely runs on calls and spreadsheets. - Work with an AI product with proven product–market fit, already embedded in distributor workflows and directly affecting order accuracy, speed, and margins. - Join a global team across 6 countries and 40+ nationalities, building a company that has raised $300M+ and reached unicorn status (~$1.2B valuation) with the ambition to define this category end-to-end. - In return, you get real ownership, equity, and the support to do your best work, including competitive compensation, health and wellbeing support, and long-term benefits like a sabbatical (all localized by office). - Collaborate wi