Vice President of Implementation
Description
The Implementation team ensures OPEXUS customers are successfully configured and onboarded. The VP of Implementation leads multiple software implementation teams across simultaneous customer engagements and is responsible for building and maintaining a team having the right mix of skill sets to meet our growing needs.
This role reports to the Chief Customer Officer and oversees all aspects of the software implementation and onboarding process, including resource management, project management, software configuration, risk management, continuous improvement, KPI accountability and customer satisfaction based on the quality of the implementation service delivered.
Roles & Responsibilities:
- Transform service delivery operations to be predictable, scalable and aligned with COTS application inclusions through process development, contractual compliance and behavioral change
- Manage resource allocation by establishing a skills matrix of team members and then ensuring that each person has workloads aligned with operational targets managed to a functional budget for all areas of ownership
- Cultivate positive and productive cross-functional collaboration to ensure alignment and growth with Sales, Product Management, Customer Success and other key partners
- Establish clearly defined goals, objectives, responsibilities, competencies and development plans for each member on the team - coach, mentor and develop team members to promote retention and identify new talent
- Relentlessly manage with metrics and make data-driven decisions and improvements, and provide insights to inform leadership and board on implementation KPIs and context
- Instrument tools and capabilities to advance operations, including project management, customer satisfaction feedback and customer journey tracking
- Provide coaching and performance feedback through one-on-one meetings, staff meetings and other communication as appropriate
- Keep abreast of industry trends and best practices, market data and new product rollouts
- Live OPEXUS core values, team norms and foster an inclusive culture by promoting diversity of thought internally and externally, while modeling smart and healthy leadership practices
- Mentor new and junior employees to cultivate employee experience and growth opportunities
Required Skills and Experience:
- 4-year degree, 7+ years of progressive implementation/SaaS professional services delivery, including direct supervisory experience required
- Deep understanding of delivery formats, KPIs and industry best practices
- Knowledge of SaaS technology practices, private equity experience strongly preferred
- Proven and demonstrated leadership skills, dedicated team resource, and company culture champion
- Must commit to a hybrid-office setting and be in the office a minimum of two days per week
- Experience using industry-standard and company-specific metrics, project-management systems and financial systems to provide accountability and transparency
- Ability to develop, maintain, and strengthen relationships with stakeholders at all levels
- Can plan strategic initiatives and execute tactics while following set timeline
Get government unstuck with OPEXUS. We believe the professionals who keep democracy running expect and deserve exceptional technology experiences. With more than 30 years of experience supporting public institutions, OPEXUS is the leader in FedRAMP-certified government process management software, bringing operational excellence to governments’ middle office so agencies can focus on the critical work of mission delivery.
Our customers and employees share the desire to make a positive impact on society and leave a legacy. Our location in the heart of Washington, D.C. enables our team to work hand-in-hand with our customer community to deliver built-for-government software applications that users love.
If you are a talented, entrepreneurial candidate with an interest in driving growth, then we want to talk with you. We offer countless opportunities for our employees to stretch and take on new challenges in their careers.
OPEXUS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.