What are the responsibilities and job description for the Director of Implementation position at UpTime Solutions?
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Position Summary
The Director of Implementation will oversee and manage the implementation of the Company’s solutions and services for its customers. You will lead the installation and technical support teams while playing a pivotal role in managing projects, collaborating with various functions, and ensuring customer satisfaction. The Director of Implementation will be responsible for the successful installation and commissioning of UpTime’s technical hardware and software solutions.The Director of Implementation will report to the COO.
Essential Duties and Responsibilities
- Lead the project management process, ensuring all implementations are delivered on time, within scope and budget and with an emphasis on quality
- Provide leadership and management to installation and technical support teams; drive talent development and a collaborative culture
- Partner with sales and sales support to ensure a seamless handoff from pre-sales to post-sales implementation
- Own client feedback during the implementation phase, driving continuous improvement based on insights
- Collaborate with technical support team to ensure smooth transitions once the implementation process is complete and ongoing support commences
- Maintain and report on KPIs and resourcing needs for the implementation process to internal leadership
- Work closely with engineering to relay customer feedback and ensure the implementation process adapts to product updates
- Serve as an escalation point for high-priority implementations working directly with customers to resolve complex issues
- Identify potential risks during the onboarding process and proactively address them to ensure successful implementation
- Manage third party vendor relationships that contribute to the successful implementation of UpTime’s hardware and software solutions
Qualifications
- The requirements below are representative of the knowledge, skills, and abilities required to perform the job well:
- Bachelor’s degree
- PMP certification is preferred
- Minimum of 5 years of management and leadership experience
- Excellent interpersonal and communication skills
- Excellent organizational skills and attention to detail
- Strong analytical and problem-solving skills
- Ability to function well in a high-paced and at times stressful environment
- High degree of competency in project management tools (Microsoft Project, or similar); familiarity with Smartsheet a plus
- Highly proficient with Microsoft Suite (Teams, SharePoint, Word, Excel, PowerPoint)
Salary and Benefits
- Compensation commensurate with experience
- Medical, Dental, Vision, Life and Disability insurance
- Retirement plan with company match
- Paid time off (PTO)
This is an on-site position in Uptime’s Jacksonville office with travel to customer sites.
