Director of Implementation and Professional Services

July 24

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RouteThis

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RouteThis helps ISPs and smart home companies revolutionize support for the connected home$1. .$1

Analytics • Smart Home • Routers • Wi-Fi • Customer Service

51 - 200

💰 $3M Debt Financing on 2022-02

Description

• Manage and coordinate cross functional teams in order to deploy RouteThis products to our customers in a way that drives high satisfaction + ROI • Drive the embedding and adoption of RouteThis products into large front line teams at RouteThis customers • Build and design implementation programs which achieve adoption, ROI and NPS goals for our clients • Partner closely with the sales organization to design programs which together with our product will be able to solve complex business problems for our clients (include bespoke services for our largest enterprise clients) • Work with other teams to secure and manage internal resources to hard timelines/deliverables • Manage scope and ensure impacts of proposed scope changes are understood by both internal and external teams • Design and implement a reporting framework, able accurately measure the success of all on going launches • Create and refresh internal process for launching RouteThis products within customer accounts • Create/design effective self-help deployment programs which drive high consumer adoption/uptake • Create/design effective support agent training programs which drive high end-user adoption/uptake across a variety of mediums including: instructor led, train the trainer and courseware. • Bring change management best practices to our deployment programs able to secure effective buy-in of large front line support teams. • Executive escalation point for all launch issues • Interface with executive sponsors in customer accounts • Deeply understand the complex challenges of enterprise executives, and effectively communicate the path to solving them with RouteThis • Develop creative solutions to complex launch issues and drive buy in both internally and externally • Lead Recovery planning for launches which are not delivering the intended value • Manage the Professional Services team • Recruit and retain a team of Client Engagement Managers and Technical Solution Managers. • Provide regular coaching and development to the PS team • Manage the overall budget for the Professional Services organization.

Requirements

• 10+ years of experience in professional services, customer success or similar function • 5+ years of experience in a leadership role • Exceptional communication skills - able to communicate complex concepts in a simple manner to executive buyers, external and internal stakeholders • Process oriented - able to critically look at implementation challenges and design processes and programs which systematically improve implementation/launch success. • Enterprise Experience - experience working with large enterprise clients and coaching a team to effectively navigate/influence change in their customer’s organizations to ensure successful deployment of software solutions. • Software/Change Management - Experience deploying software tools to large customer support/call center operations and driving effective change management process including securing the buy-in of large front line organizations (from 20 - 5,000+ employees) • Quantifying ROI - Experience working closely with a cross functional team of CSMs/AEs/SEs to quantify the value/ROI being delivered by software tools (experience working with call center data) • Resource Planning - Able to understand and forecast the impacts of changes to scope and process when deploying software into a customer account • Recruitment - Able to attract and retain top professional services talent • Lives RouteThis values and be a role model of: Customer First, Innovate, One Team and Own It!