Director of Implementation and Professional Services

Summary

Join us on our journey to transform the logistics industry and be a part of the future of business growth with Pallet. We are looking for our first Director of Implementation and Professional Services at Pallet. In this role, you will design and lead the implementation strategy, including organizational structure, hiring plans, and defining team roles.

Requirements

• 8+ years of experience
• Managed a team which performs complex implementations which take 3+ months, involve statements of work, integrations, data migration, and more
• 1-2+ years of experience managing a team of 25+ people, 3-5+ years of overall management experience
• Experience creating playbooks and processes for training users on complex software, migrating large amounts of data, and validating a complex implementation
• Responds well to stress, able to help a team navigate upsetting situations and difficult clients
• Detail oriented, thoughtful at building scalable organizational processes for executing complex goals

Responsibilities

• Design customer success organizational structure, hiring plans, and roles responsibilities
• Architect the entire implementation process for onboarding large accounts including setting expectations with clients, migrating data from legacy systems, training hundreds of staff members cost effectively, executing on integrations, and more
• Run weekly account health review of key existing accounts to identify issues and organize resources to maintain account health
• Review all ongoing implementations, troubleshoot projects at risk, and lean into projects
• Achieve quarterly implementation goals
• Collaborate with sales on expectation settings, success involvement in the pre-sales process, and other communication
• Handle escalations from hot accounts, speak to customers regularly and create and staff plans to execute on the accounts
• Create internal processes for customer support, ensuring Pallet offers best in class support

Benefits

• Health, Vision and Dental benefits
• Flexible PTO
• Life Insurance and Accidental Insurance
• Short-Term Disability Coverage
• Generous salary and equity for all staff
• 401k option; helping you save for the future
• Yearly learning and development stipend
• Commuter benefits if you live in SF
• Fully covered uber ride home if you ever have to work late in the office
• Remote office home stipend
• Monthly happy hours; our last one was a Golden Gate Park BBQ
• Company paid dinners on Tuesdays and Thursdays in the office
• Annual Company Offsites: our last one was in Sonoma Wine Country 🍷