Associate Director, Implementations

JOB TITLE: Assoc Director of Implementations

DEPARTMENT: Public Sector

REPORTS TO: Director of Implementations

JOB LOCATION: Remote (U.S. based)

TRAVEL: 25%

SUMMARY OF POSITION:

Management of Professional Services Department including assigning new client implementation work orders to software implementation staff, providing implementation services to clients, managing workload and client expectations, reviewing work and billable hours completed by implementation staff, provide guidance and assistance to staf as needed, and resolve client issues as needed. Communicate open work order status to other department managers in weekly meetings. Seek information and assistance for more complex issues from other departments and supervisors.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Oversee daily performance of implementation consultant
• Provide software implementation services to assigned
• Assign new clients to implementation
• Develop training procedures and materials for software
• Review implementation work
• Review and approve PTO of department
• Attend weekly implementation meetings to review current work and any
• Provide annual job goals and performance
• Attend meetings with immediate supervisor as Attend manager meetings, as necessary.
• Determine strategies and policies for the Implementation
• Manage worklow in the Implementation department, resolving
• Manage Implementation
• Provide guidance to Implementation team on items and escalations outside of their department.
• Resolve any disputes between Implementation Department, clariication of roles and
• Check pulse of all team members periodically. Lead bi-weekly Implementation Standup Meetings and weekly Workload Meetings.
• Ensure client satisfaction from
• Create weekly departmental overview to VP of Operations and Client
• Review resumes, schedule interviews, and lead job interviews for open positions. Create and approve HR documentation.
• Document the standard operating procedures of the job functions of the Implementation department.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• 8+ years of Software Implementation experience
• High School Diploma
• Customer Service Experience

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Bachelors degree in IT or related field
• Extensive Judicial System Knowledge and Experience
• Accounting Software Knowledge and Experience
• Program Management Experience over multiple concurrent teams
• SQL Server Knowledge, preferred
• Microsoft 365, Jira, Support Ticketing system knowledge

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York