Director of Implementation

3 days ago

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Description

• 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. • 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. • 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. • 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. • 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.

Requirements

• 7+ years of experience in implementation, project management, or technical operations roles, with at least 3 years in a leadership/management capacity. • Strong background in hardware/software installations and technical troubleshooting. • Proven experience managing and developing teams, including internal and external technicians. • Expertise in coordinating complex projects involving multiple stakeholders, both internal and external. • Ability to build relationships with customers and technicians to ensure a seamless installation experience. • Strong reporting and analytical skills to monitor performance and drive continuous improvements. • Proficiency in using HubSpot, project management software, Google suite (docs, sheets, slides), and other implementation tracking tools.

Benefits

• 0.05%-0.1% equity