Director of Implementation

• Directly supervise and lead a team of Specialists and Team Leads, promoting accountability, collaboration and camaraderie across the department and broader organization
• Create and manage implementation processes that ensure clients are successfully implemented and utilize the software within the allotted number of hours, churn is minimal and projects receive appropriate communication to drive client retention
• Monitor and mitigate implementation risk through collaboration with cross-functional teams and escalations as appropriate to management, product, and external partners
• Track and report metrics on team performance, implementation portfolio, at-risk clients and status of team initiatives to leadership on a regular cadence
• Drive time-to-value delivery by promoting continuous improvement and process enhancement to continue to increase value for our customers
• Provide implementation team with clear expectations of success and expected outcomes and manage the team to achieve those outcomes
• Own a portfolio of implementation clients from mid-market to enterprise, ensuring success of those clients
• Active participant in cross-functional Management Team, balancing advocacy for Implementation team needs with broader Business priorities and objectives

• Highly collaborative, able to work closely with internal teams (Sales, Marketing, Customer Success, Product, Support) to ensure seamless customer experience and to drive success across the client lifecycle
• Excellent communication, interpersonal, and relationship building skills
• Strong business acumen, able to advocate for the needs of the implementation team and for the needs of our clients, while maintaining a broad business lens
• Proven track record leading a growing team; leveraging process improvement, automation and headcount to support ongoing staffing and development needs adequately
• Solutions oriented problem solver who models and builds a culture of continuous improvement
• Curious with a desire to learn and work with our payroll partners to learn their systems and processes, for mutual client success
• Ability to manage a team while managing multiple accounts simultaneously, prioritizing tasks, and meeting deadlines

• 10+ years’ experience working in client implementation and/or onboarding roles, with at least 5+ years’ experience in SaaS
• 5+ years of hands-on direct management experience, proven track record of successful team management
• Willing to work hybrid out of our Bloomington, MN headquarters
• Experience within payroll, accounting and/or ERP software industries, preferred
• Strong attention to detail, able to maintain various project plans (Microsoft Planner), CRM data (Hubspot), and internal documentation
• Motivated, self-starter able to manage competing priorities with team requests, customer and partner relationships, and driving product adoption
• Solution-oriented problem solver comfortable with ambiguity in a small growing environment

• Health Insurance: Comprehensive medical, dental, and vision plans are available to keep you and your family healthy.
• Retirement Savings: Invest in your future with employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan.
• Time Off: Generous PTO, paid holidays, and Volunteer Time Off (VTO) are offered so that you can take time to recharge and give back to what matters to you.
• Growth Opportunities: Professional development is encouraged whether it be in training, certifications, or other opportunities to boost your career.
• Flexibility: Depending on the role, remote or hybrid arrangements may be made available to fit your lifestyle and business needs.

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