Project Implementation & Integration Role - B2B SaaS Product

Job Overview: This is a leadership role where you will play a crucial role in ensuring top-tier customer satisfaction. Your responsibilities will include leading and developing a high-performing project implementation team, implementing efficient processes, and continuously improving the customer experience. You'll drive innovation and excellence in project execution, fostering a culture of continuous improvement. This role demands a strategic vision and strong leadership to shape the future success of our projects and the organization.

Responsibilities:

- Lead, mentor, and manage a diverse team of project implementation professionals, fostering a collaborative and high-performance work environment.

- Oversee the end-to-end project implementation lifecycle for a portfolio of customer projects

- Develop and optimize implementation processes to enhance efficiency, responsiveness, and the overall customer experience.

- Define and track key performance indicators (KPIs) for the implementation team, regularly reviewing and taking action to meet or exceed performance goals.

- Implement quality assurance measures to monitor and improve the quality of customer interactions and issue resolution.

- Ensure compliance with industry regulations, data security standards, and best practices within the CRM software domain.

- Establish and maintain strong relationships with key stakeholders, clients, and partners to foster long-term partnerships and customer loyalty.

- Provide regular reports and updates to the executive leadership team, highlighting operational achievements, challenges, and proposed solutions.

Required skills and qualifications:

- 8+ years of total experience, with at least 2 years in implementation for B2B SaaS products

- Experience in building and directing an operations team

- Experience managing executive-level relationships

- Experience in planning and leading strategic initiatives

- Must be comfortable with frequent domestic/international travel for work