Director of Implementation at Ability Network
Minneapolis, MN, US
The Director, Implementation is responsible for the delivery and training of our products and services, leading by experience and example to reach maximum customer satisfaction, revenue and profitability. This individual will provide leadership and oversight to the Implementation team and ensure quality implementation and product adoption. This individual will develop and lay the foundation to guarantee our customers’ positive experience with ABILITY.
Establish clear, measurable objectives for the team. Monitor and measure these objectives regularly, providing coaching and discipline as required
Monitor the overall performance of the department by tracking and analyzing key performance metrics
Provide executive level reporting
Oversees all Implementations from Kickoff to Launch and ensures that all team members are adequately trained
Manage performance monitoring and provide explanation of required corporate metrics
Monitor appropriate staffing levels
Serve as senior point of escalation for customer issues
Demonstrate customer focus, always willing and comfortable with engaging the customer proactively via multiple communication channels
Provide customer follow-up, communication and issue management
Manages all components of program delivery to ensure timely and high quality implementations
Develop effective processes, controls and measurements to drive improvements in efficiency, accuracy and quality
Create a culture of that fosters internal and external customer satisfaction
Develop relationships with customers
Create an enduring organization by focusing on empowering people to make decisions at the point of contact
Handle additional requests as required
Bachelor’s degree in Business or related field of study
Five or more years of direct management experience in delivering implementation and training of SaaS based products, with a proven track record of achieving revenue goals and KPI’s.
Experience managing groups of 15 people or more; proven track record of developing and promoting managers and leaders
Experience in the healthcare space highly desired, experience working with both direct providers or in hospitals preferred
Excellent oral and written communication skills.
Ability to work in a team environment and lead a team of individuals.
Excellent troubleshooting and analytical thinking to resolve issues.
Strong Project Management skills.
Proficient working with Microsoft Office applications, including MS Visio.
com experience preferred
Ability to deal effectively with changing priorities in a diverse organization