Remote Director of Implementation Services

Summary

Join our team as a Director of Implementation Services to lead our rapidly growing team of Solution Consultants and Implementation & Training Specialists. The successful candidate will oversee these teams, partner with peers, and drive continuous improvement in processes and tools to maximize efficiency and speed of projects.

Requirements

• Minimum of 5 years leading and/or managing a large team (20+) of solution experts within a Professional Services organization, preferably with an ERP company or similar complex B2B/B2G SaaS product
• Strong leadership and team management skills
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders
• Ability to work effectively across teams both in-person and remotely to obtain and share all necessary data, information, and recommendations real-time
• Prior government technology and/or municipality experience is preferred
• Bachelor’s degree or higher

Responsibilities

• Demonstrates understanding of best practices in implementation of complex ERP software in a SaaS delivery model
• Oversee the planning, execution, and completion of multiple implementation projects simultaneously
• Sets clear KPIs and holds team members accountable for delivering results
• Drives efficiencies in all aspects of customer implementations
• Maximizes customer satisfaction and delivers best-in-class time-to-value for customers
• Manages to predictive metrics that optimize customer experience and BS&A financial outcomes
• Drives standards through methodologies, playbooks, solution blueprints, and best practices to gain efficiency
• Forecasts staffing requirements for the Solution Consulting and Implementation & Training Specialist teams, and oversees recruiting and onboarding to deliver on those staffing requirements
• Ensures staff are constantly staying up to speed on the latest solution offerings and enhancements from BS&A, along with corresponding developments in the municipal government domain
• Provides strategic leadership to the Solution Consulting and Implementation & Training Specialist teams, fostering a culture of collaboration, innovation, and accountability, ensuring the team has the necessary resources and support to deliver high-quality projects
• Actively engages in key customer projects and remediates any challenges with execution or client satisfaction
• Provides guidance on performance management, maps clear career growth opportunities, and retains top talent
• Partners with Project Management and Data Conversion to optimize burndown of the implementation backlog
• Plans appropriately to ensure MoM, QoQ, and YoY the organization meets and/or exceeds their targets

Benefits

• Competitive pay
• Health Insurance – BCBS of Michigan – Employer-paid premium
• Health Savings Plan – Employer contributes 75%
• Dental Insurance – Employer-paid premium
• Vision Insurance – Employer-paid premium
• Retirement – 401(k) contribution – Employer-paid
• Retirement – 401(k) – Employer matches 50% of team member contribution
• Paid Parental Leave
• Disability Insurance – Employer-paid premium
• Life Insurance – Employer-paid premium
• Generous PTO and Holiday Time
• Company-sponsored events