Director, Implementation

Why Work at Reputation?

• We are an innovation engine with 31 technology patents, ranked in the top three of all competitors.
• Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.
• The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
• We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.
• Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.
• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

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Director, Implementation

Job Summary:

SaaS studies show that 30% of customer churn can be attributed to poor customer implementation. That is why the Director of Implementation role is so crucial to Reputation and their enterprise customer’s experience. As a member of the Professional Services organization, your team will be responsible for the first step in the customer journey. You will work closely with solutions architecture and customer success departments and your team will interface with new customers and own the implementation process; efficiently and effectively transitioning our customers to the next phase of their journey.

Responsibilities:

• Oversee a team of implementation managers and be a point of escalation/support for their projects in a distributed manner.

• Manage and assign incoming projects to resources based on capacity and experience and customer experience.

• Work cross functionally with sales, product, customer success, and global service delivery to partner and collaborate on the customer journey while taking the lead during this phase

• Report weekly to management on at risk projects with next steps to reduce risk.

• Accurately forecast incoming and outgoing project work for capacity planning.

• Oversee the Business Listings On-Boarding’s distributed team, providing support and an escalation path

• Manage and provide support and an escalation path for the Provisioning Team

• Additional duties as assigned.

Qualifications:

• Minimum 4+ years managing a SaaS team (customer success or implementation)

• Minimum 4+ years of customer facing experience in an implementation, customer success, project management or customer support role

• SaaS experience a huge plus

• Bachelor’s degree or equivalent required

• Highly organized, self-driven and eager to provide a superior customer service experience

• Able to be the trusted advisor and coach, this typically falls to Implementation Managers, Provisioning and Business Listings On-Boarding teams and as the lead for this group you need to play that role for them.

• The successful candidate must have excellent interpersonal skills, be a strong communicator, well organized and analytical with the ability to work well under pressure

• Be able to travel to the customer when needed and be available during normal and off hours

• Knowledge of Salesforce.com and/or Microsoft Excel preferred