Director of Implementation
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Position Summary
The Director of Implementations is responsible for leading the Professional Services Implementation Team. The Director will oversee the implementations, ensure quality, consistency and customer satisfaction, and have a focus on continuous process improvement. They will be a member of the Services Leadership Team.
The Director will foster a culture of exceptional customer service. They will ensure that we have the right resources to provide quality professional services in the implementation engagements. The Director will work with their team to continuously evaluate and improve implementation processes, including developing and managing best practices.
Essential Tasks
Provide supervision and leadership for the Professional Services Implementation Team
Develop and grow the Implementation Team
Work collaboratively with the other Professional Services Teams (Data Conversion, Project Management, and Services Programming)
Foster cross function and cross department working relationships.
Develop and maintain objectives and key results, activities, and milestones
Lead the team to continuously improve the process and build team strength
Create a culture of ownership and accountability among all team members
Champion a culture of client success
Develop and implement a strategy to continuously improve the implementation processes
Ensure the team has the appropriate training and professional development
Resolve customer satisfaction issues as part of the escalation process
Responsible for departmental measurements such as utilization to ensure that the team is fully utilized
Work with Services Leadership Team to collaborate on process improvement and issue resolution
Monitor staffing and capacity and provide recommendations as needed
Collaborate with Sales to assist with opportunities
Work with the Senior Director of Professional Services on capacity planning and pricing of services
Required Skills and Experience
Bachelor's degree, or equivalent combination of degree and experience
12+ years relevant experience including 5 - 7 years management responsibility
Experience leading and managing teams
Experience with a Services delivery team
Higher Education experience preferred
Excellent communication skills, written and oral
Preferred Skills and Experience
Experience with Smartsheet or other project collaboration tool
The pay range for this position is $120,000-$135,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
#LI-Remote
About the job
Director of Implementation
To see similar active jobs please follow this link: Remote Management jobs
Position Summary
The Director of Implementations is responsible for leading the Professional Services Implementation Team. The Director will oversee the implementations, ensure quality, consistency and customer satisfaction, and have a focus on continuous process improvement. They will be a member of the Services Leadership Team.
The Director will foster a culture of exceptional customer service. They will ensure that we have the right resources to provide quality professional services in the implementation engagements. The Director will work with their team to continuously evaluate and improve implementation processes, including developing and managing best practices.
Essential Tasks
Provide supervision and leadership for the Professional Services Implementation Team
Develop and grow the Implementation Team
Work collaboratively with the other Professional Services Teams (Data Conversion, Project Management, and Services Programming)
Foster cross function and cross department working relationships.
Develop and maintain objectives and key results, activities, and milestones
Lead the team to continuously improve the process and build team strength
Create a culture of ownership and accountability among all team members
Champion a culture of client success
Develop and implement a strategy to continuously improve the implementation processes
Ensure the team has the appropriate training and professional development
Resolve customer satisfaction issues as part of the escalation process
Responsible for departmental measurements such as utilization to ensure that the team is fully utilized
Work with Services Leadership Team to collaborate on process improvement and issue resolution
Monitor staffing and capacity and provide recommendations as needed
Collaborate with Sales to assist with opportunities
Work with the Senior Director of Professional Services on capacity planning and pricing of services
Required Skills and Experience
Bachelor's degree, or equivalent combination of degree and experience
12+ years relevant experience including 5 - 7 years management responsibility
Experience leading and managing teams
Experience with a Services delivery team
Higher Education experience preferred
Excellent communication skills, written and oral
Preferred Skills and Experience
Experience with Smartsheet or other project collaboration tool
The pay range for this position is $120,000-$135,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
#LI-Remote