Associate Director – Implementations

Role Overview

• Management of Professional Services Department including assigning new client implementation work orders to software implementation staff
• Provide implementation services to clients
• Manage workload and client expectations
• Review work and billable hours completed by implementation staff
• Provide guidance and assistance to staff as needed
• Resolve client issues as needed
• Communicate open work order status to other department managers in weekly meetings
• Seek information and assistance for more complex issues from other departments and supervisors
• Oversee daily performance of implementation consultant
• Provide software implementation services to assigned
• Assign new clients to implementation
• Develop training procedures and materials for software
• Review implementation work
• Review and approve PTO of department
• Attend weekly implementation meetings to review current work and any items and escalations
• Provide annual job goals and performance
• Attend meetings with immediate supervisor as necessary
• Attend manager meetings, as necessary
• Determine strategies and policies for the Implementation Department
• Manage workflow in the Implementation department, resolving disputes
• Provide guidance to Implementation team on items and escalations outside of their department
• Resolve any disputes between Implementation Department
• Clarification of roles and check pulse of all team members periodically
• Lead bi-weekly Implementation Standup Meetings and weekly Workload Meetings
• Ensure client satisfaction from clients
• Create weekly departmental overview to VP of Operations and Client stakeholders
• Review resumes, schedule interviews, and lead job interviews for open positions
• Create and approve HR documentation
• Document the standard operating procedures of the job functions of the Implementation department

Requirements

• 8+ years of Software Implementation experience
• High School Diploma
• Customer Service Experience
• Bachelor's degree in IT or related field (preferred)
• Extensive Judicial System Knowledge and Experience (preferred)
• Accounting Software Knowledge and Experience (preferred)
• Program Management Experience over multiple concurrent teams (preferred)
• SQL Server Knowledge, preferred (preferred)
• Microsoft 365, Jira, Support Ticketing system knowledge (preferred)

Tech Stack

• SQL

Benefits

• None specified