Director of Implementations
Introducing FRONTSTEPS — the #1 software platform for HOAs, Builders, Security & Patrol Experts, Realtors, and Homeowners. We deliver technologies that simplify how people build, connect, operate, and secure modern communities, with a diverse range of products and services.
Based in our Denver, CO headquarters location, in this position you’ll be responsible for the ongoing support of existing customers using our “legacy” products as well as helping recently onboarded customers get the most out of our industry-leading FRONTSTEPS Community platform. We are seeking a candidate with strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products, excellent communication skills and a track record of exceeding customer expectations. You will be the "go-to" person responsible for resolving our customer’s technical issues as you promptly respond via phone, email and/or chat platforms.
Key Job Responsibilities Include:
- Collaborate with departments across the organization to put internal and external best practices in place for client implementations and launches.
- Drive between 100-200 implementations on a weekly basis.
- Manage and support the on-site implementation team and offshore 3rd party resources to ensure all implementations are progressing within budget and committed timelines.
- Ensure the implementation team is effectively delivering against daily, weekly, and monthly commitments, actively driving new implementations through process, tools and education.
- Establish effective metrics and KPIs and the reporting.
- Handle any customer escalations, working across departments to solve problems.
- Provide technical guidance and leadership to customers to ensure that priorities and directions are aligned with the project goals and customers' needs.
- Lead project meetings, both internally and externally with customers to review installation and configuration needs of software.
- Work with the Finance organization to ensure project and implementation timelines align with billing expectations.
- Troubleshoot software and client requests within project scope.
Qualifications:
- Minimum of 5 years of SaaS implementation management experience required
- Bachelor's degree in business or a related field, or equivalent experience and training
- Must be able to balance competing priorities and multiple tasks and assess level of urgency of client needs and respond accordingly.
- Must have excellent time management skills to balance many tasks and communication pieces constantly.
- Must be self-motivated and a self-starter and be able to take limited information and to move projects forward.
- Must have a technical mindset and ability to troubleshoot and problem solve technology problems
- Project Management experience preferred but not required