Overview
In this role you will lead the Professional Services function for client software implementations, ensuring timely, high quality delivery and client satisfaction. You will oversee workload, guide the implementation team, and coordinate with other departments and executives. You'll develop procedures, review progress, and drive clear communication across cross functional groups. This remote, US based position with travel supports strategic implementation programs and continuous process improvements within the Public Sector team.
Responsibilities- Oversee daily performance of the implementation consultants
- Assign new clients to the implementation team
- Develop training procedures and materials for software
- Review implementation work and ensure quality
- Manage department PTO approvals
- Attend weekly implementation and workload meetings
- Lead bi-weekly standups and weekly workload reviews
- Document and implement standard operating procedures for the department
- Create departmental overview reports for VP of Operations and Clients
- Lead hiring processes and HR documentation for open positions
- Clarify roles and escalations between departments and lead issue resolution
- Provide guidance on escalations outside of the department
- Ensure client satisfaction across engagements
- 8+ years of Software Implementation experience
- Customer Service Experience
- High School Diploma
- leadership
- communication
- stakeholder management
- SQL Server Knowledge
- Microsoft 365
- Jira