Director, Implementation Consultants
Position type: Full time

Reports to: VP, CS

FLSA Status: Exempt

Summary / Objective:

As a Customer Success Director of Implementation Consultants, you will act as a leader to supervisors of those teams, as well as directing the IC business unit. You are responsible for driving team metrics, communicating hiring needs, championing the platform’s expertise and compliance, as well as serving as subject matter expert on the QGenda platform. The Director of Implementation Consultants is a strong leader across the organization and drives success aligning to the executive goals’ of the QGenda organization.

Responsibilities:

Develop, monitor, and act upon key employee KPIs to drive efficiencies in implementation, platform knowledge, and overall QGenda education for Implementation Consultants.
Focus on continuing education programs for implementation consultants to aid the bi-weekly agile development process and maintain the team’s focus on QGenda platform expertise
Work with leadership to document, educate, and execute implementations of additional QGenda products and platforms
Function as the voice of the customer and provide internal feedback on how QGenda can better serve our customers; Work closely with Product and Development teams on the identification and tracking of enhancement requests for future features and functionality.
Enhance the effectiveness and efficiencies of processes and systems.
Recruit and manage Customer Success team resources to support sustained growth.
Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs, including escalations about Advanced Scheduling, On-Call, and Capacity Management.
Develop customer stories, case studies and customer references.
Develop and teach best practices around analysis and insights to both clients and throughout QGenda.
Work with internal teams to balance, meet and exceed customer expectations and perceptions.
Oversee the customer onboarding process and monthly data collection for assigned customers.
Understand various post-sale adoption methods and devise ways to measure and improve to ensure the customer onboarding and handoff experience is world-class.
Develop new materials (i.e. presentations, best practices, onboarding plans, etc.) as needed to improve organizational structure.
Completes other duties as directed by a member of QGenda management/leadership.

Knowledge, Skills, and Abilities:

Experience in leading and driving internal initiatives
Demonstrates knowledge of product and processes, serving as voice of the customer internally and externally with a deep understanding of customer buying drivers, use cases, and shifts in market
Demonstrates ability to lead conversations around pricing, contracting, and other high-level business items with customers
Ability to recognize employee performance, team morale, compliance, and other employee relations items and advocate on behalf of their employees
Demonstrates strong understanding of metrics with ability to drive operational excellence

Requirements:

Bachelor’s degree preferred and at least 6 years applicable experience