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 and career development of team

  • 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

  • Ensures integration of all new products, processes, and teams in a seamless and cohesive manner

  • 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

Travel:  20%