Director of Implementation Services

BS&A•Lansing, MI

8d•Remote

About The Position

We are looking for an experienced Director of Implementation Services to lead our rapidly growing team of Solution Consultants and Implementation & Training Specialists within our Professional Services organization. The Director of Implementation Services will oversee these teams of Subject Matter Experts as they work directly with our customers to implement the BS&A Cloud ERP solution. Reporting to the VP of Professional Services, the Director of Implementation Services will partner closely with peers leading Project Management and Data Conversion to ensure successful customer implementations while driving continuous improvement in processes and tools to maximize efficiency and speed of projects. If you’re excited about rapidly evolving and leading an Implementation Services function, we want to hear from you!

Requirements

Minimum of 5 years leading and/or managing a large team (20+) of solution experts within a Professional Services organization, preferably with an ERP company or similar complex B2B/B2G SaaS product.
Strong leadership and team management skills.
Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders.
Ability to work effectively across teams both in-person and remotely to obtain and share all necessary data, information, and recommendations real-time.
Bachelor’s degree or higher.
Ability to travel up to 35%, with heavier travel to our headquarters in Lansing, MI during initial onboarding and ramp-up time period.
Experienced leader that understands how to build and lead a growing Implementation Services team.
Solution oriented individual who drives best practices and simplifies complexity.
Outstanding interpersonal skills to understand how best to navigate internal and external resources to move an individual project or program forward.
Complex problem-solving skills.
Process-driven and detail oriented.
Stellar collaborator.
Builder that enjoys establishing scalable business models and fostering individual team member growth.
Ability to manage stress and anxiety levels in complex and fast paced environments

Nice To Haves

Prior government technology and/or municipality experience is preferred.

Responsibilities

Demonstrates understanding of best practices in implementation of complex ERP software in a SaaS delivery model.
Oversee the planning, execution, and completion of multiple implementation projects simultaneously.
Sets clear KPIs and holds team members accountable for delivering results.
Drives efficiencies in all aspects of customer implementations.
Maximizes customer satisfaction and delivers best-in-class time-to-value for customers.
Manages to predictive metrics that optimize customer experience and BS&A financial outcomes.
Drives standards through methodologies, playbooks, solution blueprints, and best practices to gain efficiency.
Forecasts staffing requirements for the Solution Consulting and Implementation & Training Specialist teams, and oversees recruiting and onboarding to deliver on those staffing requirements.
Ensures staff are constantly staying up to speed on the latest solution offerings and enhancements from BS&A, along with corresponding developments in the municipal government domain.
Provides strategic leadership to the Solution Consulting and Implementation & Training Specialist teams, fostering a culture of collaboration, innovation, and accountability, ensuring the team has the necessary resources and support to deliver high-quality projects.
Actively engages in key customer projects and remediates any challenges with execution or client satisfaction.
Provides guidance on performance management, maps clear career growth opportunities, and retains top talent.
Partners with Project Management and Data Conversion to optimize burndown of the implementation backlog.
Plans appropriately to ensure MoM, QoQ, and YoY the organization meets and/or exceeds their targets.