Director of Implementation (Customer Success, SaaS)

Interplay Learning, the leader in immersive learning for the skilled trades, now includes Industrial Training International (ITI), the global leader in specialized industrial learning solutions.

Leveraging instructor-led training, online simulations, AI, and VR, Interplay helps organizations and educational institutions upskill faster, reduce risk, and increase operational readiness. With nearly 600,000 people trained, Interplay is shaping the future of workforce development, building better careers and better lives. Visit www.interplaylearning.com to learn more.

Awards & Recognition: 

• 2024 Facilitiesnet Readers' Choice Award Winners for Software
• Forbes 2024, America's Best Startup Employers
• 2024 Fast Company Most Innovative Companies
• 2024 AHR Expo Innovation Awards Winners for Software
• Built-In, Best Midsize Places to Work In Austin 2023 & 2024

Position: Director of Implementation

As the Director of Implementation, you’ll manage a team who implements enterprise, strategic, and mid-market customers at Interplay Learning. You’ll work closely with Customer Success leadership to evolve and refine our onboarding and implementation experience. 

You’ll build and leverage key cross-functional relationships across Marketing, Sales, Tech Support, and Product as you deliver an exceptional onboarding experience. 

You’ll use metrics, customer feedback, and direct experience to help identify new initiatives and resources needed to better engage and support our customers. You are a self-starter, excellent communicator and project manager, and have a passion for working with customers in the skilled trades!

Why this position:  

• Meaningful, impactful work
• Mission-driven company
• Career development in a dynamic, high growth environment
• Passionate, collaborative team 
• Innovative product - EdTech, VR, AI

What you’ll do:

• Manage the implementation team, ensuring top customer service and delivery
• Partner with customers to understand program goals and metrics that matter, driving conversations around value from the start of the partnership
• Design new implementation processes for enterprise, strategic, and mid-tier customers and provide enablement resources and coaching for the implementation team to live into these processes.
• Develop project management systems to drive strategic relationships with customers, understanding Interplay’s role and impact on initiatives and projects.
• Understand customer goals and successfully manage their onboarding timeline and experience towards quick value creation.
• Collaborate with the Customer Success leadership  team on client facing initiatives, product roll outs, and messaging,
• Collaborate across departments to ensure an effective onboarding experience, and facilitate problem-solving discussions and general work sessions to ensure all roadblocks are addressed and removed in a timely manner.
• Monitor metrics and feedback across customers to inform new customer initiatives and product opportunities 
• Observe and implement opportunities and efficiencies that improve the customer experience throughout the lifecycle, especially focusing on the sales to CS hand-off and the implementation to account management hand-off.
• Determine what content and enablement resources are needed for customers to use for training and education to accelerate product adoption

Who you are: 

• Well-versed in technology with the ability to learn new technologies quickly
• Demonstrated leadership experience in a team environment
• Strong at project and time management
• Able to drive toward clarity in am