What are the responsibilities and job description for the Director of Implementation position at Invoca?
Job Description
Job Description
About Invoca :
Invoca is the industry leader in AI and machine learning-powered Conversation Intelligence technology, helping businesses optimize revenue through real-time insights from customer interactions. Recognized as a Leader in The Forrester Wave™ : Real-Time Revenue Execution Platforms, Q2 2024, we are at the forefront of AI-driven innovation.
With over 300 employees, 2,000 customers, and nearing $100M in revenue, we are building a world-class SaaS company backed by Accel, Upfront Ventures, Salesforce Ventures, Morgan Stanley, and H.I.G. Growth Partners.
About The Role :
Implementation is an essential differentiator for Invoca and a critical time in the customer journey. As the Director of Implementation, you will lead the US Implementation team, guiding new and existing US-based and UK-based customers through the onboarding process. Overseeing four distinct customer segments across two product lines, you will manage, mentor, empower, and grow your team to meet and exceed key performance metrics in customer experience, time to value, product adoption, and team productivity.
The ideal candidate for this role is a strategic and operational leader with the ability to manage technical complexity, foster collaboration, and deliver exceptional business value to customers. You excel at aligning processes, people, and technology with broader business goals while adapting to the dynamic needs of a growing SaaS organization.
What You Will Do
- Hire, mentor, and develop high-performing teams, including technical specialists, to deliver exceptional implementation services efficiently and integrate platforms, marketing technology (MarTech) solutions, and websites.
- Build and execute robust quarterly and annual plans aligned with business objectives, ensuring progress and impact are clearly communicated to senior leadership.
- Establish scalable implementation frameworks and methodologies to deliver consistent, high-quality outcomes for customers.
- Use a data-driven approach to develop, track, and optimize key performance indicators (KPIs), such as time-to-value, customer satisfaction, and team productivity.
- Design and implement processes, tools, and strategies to maximize business value for customers, balancing efficiency with exceptional service.
- Foster strong cross-functional alignment by collaborating with sales, product, and customer success teams to ensure seamless transitions and long-term success.
- Lead initiatives to identify and mitigate risks, ensuring timely and high-quality project outcomes.
- Champion change management strategies and training initiatives to enable customer adoption and success in enterprise environments.
- Incorporate digital strategies to enhance the onboarding experience, creating scalable digital tools and processes to complement 1 : 1 engagements and improve user adoption.
- Promote a culture of continuous improvement, experimentation, and innovation to adapt to evolving customer needs, including supporting diverse engagement types like pilots and trials.
- Advocate for customers by ensuring compliance with industry-specific regulations and delivering insights that drive product innovation.
What You Will Need
Bonus Skills
Salary, Benefits & Perks :
At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include :
Please note that benefits for teammates outside the U.S. may vary in accordance with their country's laws and regulations.
For employees outside the U.S. , benefits may vary to ensure compliance with local laws and regulations. If you have any questions about Invoca's benefits offerings in your region, please reach out to our People Team.
DEI Statement
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.
LI-Remote
Salary : $105,500 - $140,000
