Overview
The Director of Implementation will oversee and manage the implementation of the Company’s solutions and services for its customers. You will lead the installation and technical support teams while playing a pivotal role in managing projects, collaborating with various functions, and ensuring customer satisfaction. The Director of Implementation will be responsible for the successful installation and commissioning of proprietary technical hardware and software solutions.
*The Director of Implementation will report to the COO.
Essential Duties and Responsibilities
Lead the project management process, ensuring all implementations are delivered on time, within scope and budget, and with an emphasis on quality
Provide leadership and management to installation and technical support teams, driving talent development and a collaborative culture
Partner with sales and sales support to ensure a seamless handoff from pre-sales to post-sales implementation
Own client feedback during the implementation phase, driving continuous improvement based on insights
Collaborate with technical support team to ensure smooth transitions once the implementation process is complete and ongoing support commences
Maintain and report on KPIs and resourcing needs for the implementation process to internal leadership
Work closely with engineering to relay customer feedback and ensure the implementation process adapts to product updates
Serve as an escalation point for high-priority implementations working directly with customers to resolve complex issues
Identify potential risks during the onboarding process and proactively address them to ensure successful implementation
Manage third party vendor relationships that contribute to the successful implementation of hardware and software solutions
Qualifications
The requirements below are representative of the knowledge, skills, and abilities required to perform the job well:
Bachelor’s degree
PMP certification is preferred
Minimum of 5 years of management and leadership experience
Excellent interpersonal and communication skills
Excellent organizational skills and attention to detail
Strong analytical and problem-solving skills
Ability to function well in a high-paced and at times stressful environment
High degree of competency in project management tools (Microsoft Project, or similar); familiarity with Smartsheet a plus
Highly proficient with Microsoft Suite (Teams, SharePoint, Word, Excel, PowerPoint)
Salary and Benefits
Compensation commensurate with experience
Medical, Dental, Vision, Life and Disability insurance
Retirement plan with company match
Paid time off (PTO)
Ascendo is a certified minority owned staffing firm, we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, parental status, military service or any non-merit factor.
