Develop a visionary plan to enhance the customer implementation and onboarding experience for our health system and specialty pharmacy customers.
Set clear goals and KPIs for your team that align with the overall vision.
Oversee a dedicated team responsible for implementing VPL’s SaaS solutions for freight management and specialty pharmacy, including integrations with several third parties.
Lead implementation training initiatives for customers, ensuring high levels of satisfaction with VPL’s training programs.
Create and implement strategies and processes to ensure an exceptional implementation and onboarding experience for VPL customers.
Implement key performance indicators (KPIs) to monitor and report the effectiveness of implementation processes to the executive team.
Personally manage key customer implementations and internal strategic initiatives as required, ensuring timely and efficient delivery.
Act as the main liaison and escalation point for your team with internal and external stakeholders.
Provide weekly progress reports to key stakeholders within the organization, keeping them informed of the overall status across implementations and internal projects managed.

8+ years of experience driving implementations, particularly with SaaS solution implementations.
3+ years of experience leading implementation teams, including project managers and implementation specialists, in a SaaS environment.
Excellent project management skills with the ability to mentor the team on efficient project management and implementation processes and tools.
Experience managing training responsibilities within implementations, including creating training content and leading a dedicated trainer.
Experience collaborating with cross-functional teams, third parties, and customers to drive implementation goals.
Experience with Microsoft Office applications, project management tools, and CRM systems (a plus).

Director of Implementation

Key skills