Director of Implementation

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.

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