Director of Implementation

The Director of Implementation plays a pivotal role in shaping the first impression our clients have with our technology solutions. We are seeking an operational force of nature eager for responsibility for executing and iteratively improving comprehensive onboarding strategies ensuring seamless implementations and ecstatic customers.

Location : Canada (Remote)

Essential Functions:

• Develop and implement strategic onboarding programs that align with our clients' needs and business objectives. Drive the development of scalable onboarding processes to accommodate our growing client base.

• Lead mentor and empower a team of Onboarding leaders. Foster a culture of excellence collaboration and continuous improvement within the onboarding department.

• Build strong relationships with key client stakeholders. Collaborate closely with Sales Customer Success and Product teams to ensure a cohesive and positive client experience as well as maintaining a positive feedback loop to iteratively improve.

• Evaluate existing onboarding processes and identify opportunities for improvement. Implement best practices automation and tools to enhance efficiency and effectiveness in client onboarding.

• Oversee key performance indicators and work with leaders to identify areas of opportunities for continuous growth and improvement.

• Gather feedback from clients and internal stakeholders to identify areas for improvement in our onboarding process and product offerings. Advocate for necessary changes and enhancements within the organization.

Skills and Experience:

• 3+ Years of experience with onboarding or implementing customers including managing multiple onboarding experiences based on unique customer segments.

• 5+ years of SAAS experience required

• 3+ years with managing an Implementation team with a demonstrated track record of workflow improvements and out-of-the-box thinking

• Excellent communication and interpersonal skills with the ability to develop high performing teams and build rapport with clients and internal stakeholders.

• An operational force of nature with a proven ability to execute onboarding initiatives and keep them aligned with business goals.

• Analytical skills to assess data and client feedback driving data-driven decision-making for process improvement.

• Customer-focused attitude and dedication to delivering outstanding service to clients.

• Bachelor's or Master's degree