Director, Implementation and Professional Services
Reporting directly to our CEO, this role is ideally suited for a customer focused leader experienced in building relationships with global customers and driving adoption of technology in industrial operations. This role is key to completing successful implementations, expansions, and renewals, by understanding our customers operations and leading a high performing team in implementation and customer success activities. This role acts as our customer's internal advocate, championing their needs across Fatigue Science.
Responsibilities:
Implementation and Professional Services
- Evolve, further develop, and continuously improve Fatigue Science's Pilot and Expansion Implementation and Change Management methodologies and tools, with a focus on change management and training.
- Assist in the pre-sales process for customer engagements, including services pricing and defining a statement of work; partner with sales to identify and implement pilot and expansion opportunities.
- Understand our customers' fatigue management policies, procedures, processes, and objectives, and assist the customer in building their strategy to leverage and integrate Readi, using best practice change management principles.
- Provide oversight to the implementation team in the planning of activities, scope, objectives, and deliverables that support our customer's business goals and solution delivery.
- Track, analyze and report on implementation status activities across all customers.
- Proactively engage with our customers with the goal of maximizing the value they realize from Fatigue Science's Readi platform; have a deep understanding of our customers' operations and how Readi fits into their workflows.
- Build relationships with the customer Executive Sponsor, resolving escalated issues and ensuring customer satisfaction.
Management and Leadership
- Lead cross-functional activities demonstrating a customer-first approach throughout the organization.
- Allocate and plan pilot and expansion implementation resourcing to meet the growth of the organization.
- Build an ecosystem of global partners to support the scaling of implementation activities globally.
Required Skills:
- Bachelor's Degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, Computer Engineering, or related field
- PMP Certification or equivalent project management experience is considered an asset.
- Certified and experience working with Organizational Change Management process or projects
- Experience delivering enterprise SaaS solutions (ERP, CRM, HCM, EAM, or similar enterprise platforms)
- Experience managing multiple full lifecycle implementations of information systems
- Experience working in a professional services organization
- Demonstrated experience presenting and interfacing with C-level executives
- Excellent organization, communication, presentation, training, customer relationship and analytical skills
- Highly motivated, self-starter with the ability to work within an operating framework
- Customer service-oriented attitude and excellent interpersonal skills
- Demonstrated ability to be highly effective in a virtual team organization
- Demonstrate strong analytical and problem-solving skills, particularly with regard to anticipating and solving problems or issues before they occur or become critical
- Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship
- Identifies high-potential employees and stimulates their growth
- Demonstrated expertise mentoring technology personnel
Additional Preferred Skills & Considerations:
- Master's Degree in Information Systems Management. Degrees in Business Administration, Computer Science, or related field also acceptable
- Experience working with a multicultural and/or multilingual team across several time zones
- Demonstrated pre-sales ability
- Spanish language proficiency is considered an asset but not required
Level of Independence:
- To function effectively, this person must have a high level of independence, show initiative, and be highly motivated whilst working in a manner which is consistent with the team management structure.
Perks
- Competitive salary and performance incentive
- Three weeks paid vacation plus birthday day off
- Comprehensive health, dental, and vision benefits
- Health Spending Account or Lifestyle Spending Account
- Hybrid work environment based in Vancouver
- Professional development opportunities
- Collaborative, mission-driven team
- Company events and team-building activities
Salary Range: CAD $150,000-$170,000
Thanks for your interest in Fatigue Science!
