What a great Senior Director of Client Implementations does:
As the leader of the Client Implementations function, you are responsible for delivering our product to new and existing clients, from the completion of a new sale to the first new client transaction/experience going live on the platform. You will lead the team chartered with managing a large portfolio of implementations, and you will be responsible for ensuring the implementation projects go live on time and on budget, while exceeding client expectations.
In this role you will:
Lead the Client Implementations team for all Enterprise Biller and Receivables products
Engage directly with clients in the implementation sizing and requirements definition phases – including negotiation of implementation costs and terms
Partner closely with internal product, sales, engineering, and support teams to deliver an excellent client experience – efficiently and at the right margins
Oversee the implementations portfolio across both direct staff and systems integrator (SI) partner-driven projects
Transform and develop the talent profile of the team towards a mix of technical and client-facing skills
Define and measure the health of the implementations portfolio, while continuously improving process efficiency and client experience
Transform implementation process management with a focus on improving “time to first transaction” performance and introducing automation throughout the implementation lifecycle
Improve documentation of the client implementation process
Be responsible for the financial performance of the client implementations function
What experience and skills you need to have:
10+ years leading technical or implementations functions, 5+ years as a people manager
Experience leading a large portfolio of technical work – preferably in client implementations
Experience handling client escalations with ability to perform technical troubleshooting
Experience in client-facing functions, with preference for direct negotiating experience
Experience in CRM tools, Jira and Confluence
Good listening skills, with clear, outcomes-oriented communications
Preferred:
Experience using Microsoft technologies (.Net, SQL), tools (DevOps), and cloud technologies (Azure, Snowflake, AWS, Google Cloud, etc).
Comfort with technical support and troubleshooting assistance to resolve issues with payment processing systems.
R-10344142
