Remote Director of Implementation

Summary

Join GlacierGrid as a Senior Implementation Manager to oversee the holistic implementation process, manage technician teams, and provide customer communication and problem-solving support.

Requirements

• Experience : 7+ years of experience in implementation, project management, or technical operations roles, with at least 3 years in a leadership/management capacity
• Technical Knowledge : Strong background in hardware/software installations and technical troubleshooting
• Leadership : Proven experience managing and developing teams, including internal and external technicians
• Project Management : Expertise in coordinating complex projects involving multiple stakeholders, both internal and external
• Customer-Centric Mindset : Ability to build relationships with customers and technicians to ensure a seamless installation experience
• Data-Driven : Strong reporting and analytical skills to monitor performance and drive continuous improvements
• Tools : Proficiency in using HubSpot, project management software, Google suite (docs, sheets, slides), and other implementation tracking tools
• Strong problem-solving and decision-making abilities
• Excellent communication and interpersonal skills
• Ability to work cross-functionally and manage multiple projects simultaneously

Responsibilities

• Oversee the Holistic Implementation Process
• Lead end-to-end management of the implementation process, ensuring timely hardware fulfillment, delivery, and installation
• Partner with Customer Experience (CX) teams to develop project plans, including scheduling travel, and coordinating customer communications prior to installations
• Manage the collection and documentation of customer data pre- and post-installation
• Manage and Develop Technician Teams
• Hire, train, and oversee management of internal technicians to ensure successful installations
• Build and maintain relationships with external/national technicians to meet installation goals
• Develop a pipeline of national installers to support the company's 2025 installation objectives
• Monitor installer performance both remotely and on-site, providing feedback and support where necessary
• Train technicians on new hardware and software products to ensure installations meet company standards
• Handle troubleshooting for Tier 3 technical issues related to installations
• Customer Communication and Problem Solving
• Serve as the point of escalation for installation issues, deploying additional resources or communicating with customers to resolve challenges related to existing equipment
• Partner with internal customer support and success teams to assist with customer troubleshooting and ensure prompt resolutions
• Create and implement standard operating procedures (SOPs) to enhance operational efficiency
• Reporting and Cross-Functional Collaboration
• Create and maintain detailed reports on implementation progress, identifying gaps and opportunities for improvement
• Provide customers with post-installation reports, ensuring transparency and follow-through on any findings
• Share insights gathered from the field with internal teams to foster cross-functional learning and continuous improvement
• Update and maintain accurate records in HubSpot and other internal systems
• Strategic Planning and Growth
• Support the development and execution of long-term strategies to scale the implementation process and meet business growth targets
• Collaborate with cross-functional teams such as Sales, Operations, and CX to align on goals and ensure smooth customer onboarding
• Manage and improve team KPIs to reduce implementation costs, increase quality of implementation, and increase implementation capacity

Benefits

• $115-120k base salary
• 0.05%-0.1% equity