About Xledger, Inc: We aim to be the premier business software ally for companies that question the status quo and pursue excellence. We do this by crafting innovative software and services that transform and enrich the lives of all stakeholders. We believe that no business should suffer mediocrity in the tools they use, and those tools should help create greater work/life balance for its users.
About You: You’re determined to contribute to, and be valued by, an organization that thinks and acts differently. Your purpose is to respectfully challenge status quo thinking because you want people and organizations to realize their full potential. You’re passionate to make things better than when you found it because you pursue excellence in all things. You know why and how you do something is as important as what you do.
How you will make an impact: As the Director of Implementation and Support, you will play a crucial role in ensuring Xledger reaches its growth and business objectives – short- and long-term. You will provide day-to-day and strategic leadership to the implementation, training, and support teams with a people-first perspective. You will enhance our implementation practices to ensure that users are highly competent and confident in the use of our cloud-based financial management SaaS. You will recruit, develop, and lead professionals committed to excellence and providing rewarding experiences to our customers, building long-term alliances.
Main KPIs:
- Client satisfaction (implementation and support).
- Service level targets.
- Project accuracy (on time and within budget).
- Utilization of people and resources.
- Revenue recognition.
- P&L management.
Key objectives:
- Develop, oversee, and execute scalable process improvements, policies, procedures, methods, and tools in support of rapid growth objectives of complex financial management software in a SaaS delivery model,
- Recruit, lead, and develop a team of highly skilled professionals that align with company aims, culture, and expectations,
- Collaborate with and support senior leadership to define and execute strategies.
Responsibilities:
- Ensure that implementations, projects, and client support services are completed on time and within budget, and at high levels of customer satisfaction.
- Support Xledger’s revenue and profitability objectives through value pricing, utilization, and contributing to high-levels of customer retention.
- Develop and manage project plans, schedules, success criteria, and milestones.
- Manage team allocation by ensuring each team member has a manageable workload and reallocating resources as needed.
- Partner with other Xledger teams, including sales, to ensure resources are aligned with short- and long-term demand.
- Monitor and manage team headcount to budget; forecast and report on staffing, utilization, project health, and financial performance for senior leadership.
- Maintain timely knowledge of product capabilities, improvements, and enhancements.
- Establish clearly defined goals, objectives, responsibilities, competencies, and development plans for each team member.
- Coach, mentor, and develop team members through 1:1 and team meetings, and performance reviews.
- Ensure all team members are appropriately trained and competent to handle day-to-day activities.
- Cultivate open communication with internal and external clients, and business partners to identify opportunities to improve processes and methodologies.
- Keep up to date with industry trends, best practices, market data, and competitive services.
- Plan, deliver, and commit to annual budgeting process.
- Actively serve on Xledger, Inc. Senior Leadership Team.
Qualifications for success:
- 7+ years consulting experience in systems implementation and integration of a complex financial management software.
- 5+ years managing multiple people working on complex projects and tasks simultaneously and recruiting talent for growth.
- Understanding of implementation project methodologies and experience refining them.
- Working knowledge of business and management principles, including strategic planning, resource allocation, leadership techniques, and coordination of people and resources.
- Demonstrated ability to analyze, troubleshoot, initiate, and implement operational strategies to achieve forecasted objectives.
- Strong verbal, written, analytical, persuasion, and interpersonal skills.
- Strong collaborative, negotiating, influencing, leadership, and decision-making skills.
- Excellent time management and computer skills.
- A curiosity and desire to learn, grow, and excel.
- Reference and background checks.