Remote Director, Technical Implementation
at Intelerad Medical Systems

Summary

Join our team as a Director, Technical Professional Services and lead a team of consultants to deliver exceptional customer experiences with Intelerad's enterprise imaging solutions.

Requirements

• Bachelor’s degree in Business Administration, Computer Science or a related field
• 10+ years experience in customer facing roles
• 5+ years experience in the field of professional or technical services or customer delivery

Responsibilities

• Lead, organize, direct, and manage the Technical Professional Services organization with responsibility for delivery metrics, customer satisfaction and budget adherence
• Implement metrics, tools and processes to track delivery tasks and milestones, communicate with clients, manage knowledge, track performance, forecast resource requirements, and drive productivity and quality
• Provide oversight across Technical Professional Services teams for all Intelerad products to ensure productivity, efficiency and quality targets are met
• Establish effective collaboration and communication links with all Intelerad departments and create a culture oriented towards customer success across the company
• Influence the organization's strategy, products and services, and identify opportunities to create value for our customers based on the feedback received
• Lead, manage and motivate a geographically dispersed team of full-time employees and on-demand talent; mentor and develop employees; create a results-driven, customer-centric team culture, maintaining a high bar on performance and accountability
• Oversee the development and maintenance of comprehensive training and onboarding curriculum alongside Talent Development to onboard new employees and continuously train and up-skill the existing team
• Oversee all aspects of resource planning and Professional Services management including staffing, training, capacity planning, and budget forecasting in partnership with the VP of Professional Services
• Establish goals for each member of the team, providing both informal feedback and formal evaluations on their performance as necessary
• Act as the highest point of escalation in the Professional Services Technical team
• Through proactive and regular communications, build relationships with all levels of customers to gain a deep understanding of clients' unique challenges and solution how we standardize and automate delivery of our products to meet these needs
• Initiate and manage the escalation process for serious customer issues, liaise between Professional Services and the customer, recommending process improvements, partnering with other leaders to drive resource utilization, productivity and prioritization of tasks and deliverables with respect to customer needs
• Work in partnership with Product and Technology leaders to optimize delivery efficiency and reduce implementation times for clients to optimize revenue targets
• Examine opportunities to provide additional value to customers
• Prepare, manage and communicate key information on client health on a regular basis to key stakeholders both internally and externally