Director of Implementation

Opportunity

UJET’s Delivery & Implementation Team plays a critical role in ensuring quick time-to-value for customer implementations of the UJET platform. We support new customers from the time they sign a contract through launch. Engaging with senior stakeholders, these highly visible programs require an accomplished leader who has proven vendor engagement experience to oversee the engagement of a partner and an internal team to collectively deliver the launch of  implementation projects of varying degrees of size and complexity.. The Director of Implementation will work closely with their counterpart and the  SVP Professional Services to lead the Implementation team across customers. They are responsible for project management, team management and quality of customer focused delivery to ensure each engagement is timely and satisfactory.

Responsibilities

• Senior-level, highly visible role that functions as a critical link between our customers, alliance partners and UJET to oversee the execution and consistent delivery of UJET implementations.
• Manage a team of implementation consultants providing coaching, mentoring and feedback to team members on a daily basis to maximize productivity and quality of service. 
• Communicate with customer key stakeholders (executives, governance boards, etc) to ensure project is aligned with their goals
• Ensure a high quality level of service is delivered consistently, proactively managing customer expectations and overseeing customer communications throughout an implementation.
• Establish quality performance metrics to drive and measure continual improvement

• Contribute to the evolution of UJET’s Professional Services through the development and maintenance of service offerings, best practices, and project management methodologies.

• Partner effectively with our Customer Success, Support, Data, Product, and Engineering teams to facilitate the inclusion of the customer’s feature requests within the product.
• Ownership and accountability for evolving and improving implementation methods and practices.
• Create long- and/or short-term project plans, including setting targets for milestones for adherence to deliverable deadlines
• Reach a moderate level of proficiency with the UJET platform and keep up to date on contact center best practices, systems, and trends.

Requirements

• Bachelor’s Degree from an accredited college or university, or equivalent work experience.
• Extensive leadership experience working with large teams
• 5-8 years experience conducting technical deployments for medium/large enterprise level companies, with preference toward SaaS technologies
• Build strong working relationships with both internal and external stakeholders
• Occasional business travel may be involved
• Exceptional communication skills – written, verbal, presentation and interpersonal
• Collaborative team player 
• Excellent planning, organizational and time management skills
• Familiarity with industry CRMs preferred, such as Salesforce, Kustomer, Zendesk, MS Dynamics, and Hubspot
• Moderate experience utilizing Project Management tools/software.
• Technical writing and PowerPoint/Google Slides  experience a plus