Director of Customer Implementation

Job Description:

The Customer Implementation (CI) team plays a pivotal role in our operations, handling all customer orders post-signings. This team collaborates closely with the sales organization to bring the solutions outlined in sales orders to life. Once the implementation is finalized, the team's duty is to smoothly transition the process to Flexential’s central support organization and the customer success team. This ensures that the solutions delivered to the customer are well-supported and the relationship is nurtured.
The Director of Customer Implementation is a leadership role overseeing the timely and accurate installation of colocation, interconnection, cloud, & data protection across the Flexential fleet of datacenters and cloud infrastructures. A successful candidate in this role will thrive at coordinating the activities of multiple functional owners and groups in a fast-paced setting, while also creating and optimizing implementation processes. This is a highly visible role accountable for onboarding of millions of dollars of annual revenue involving thousands of customer orders.

Key Responsibilities and Essential Job Functions:

• Responsibility for customer implementation order-to-cash activities:
  • Implementation execution and delivery forecasting
  • Establish and oversee team project workload distribution processes
  • Forecast order implementation results against budget expectations
  • Ensure a well-defined approach to order flow with clear definitions of when and how an order moves through its various stages
  • Ensure customer implementation experience meets the criteria for mutual success of the customer and Flexential
  • Serve as a liaison between project teams, external clients, or other functional areas of the organization
  • Track and analyze project performance, cost performance, schedule performance, & grow the team’s resource management model
  • Partner with the Implementation Engineering team to execute a service delivery methodology across multiple lines of business

• Provide management and leadership to supporting teams:
  • Mentor and coach managers to continually grow team skillsets
  • Assist with workload prioritization changes as business needs evolve
  • Elevate risks and propose mitigation strategies to meet timelines
  • Report on the progress of high visibility customer implementations
  • Oversee a weekly project review process, including status reports of at-risk engagements
  • Identify improvement opportunities as well as plans to achieve
  • Identify & resolve knowledge gaps limiting team performance

• Important core leadership capabilities include:
  • Shape the future: create an outcome-focused direction for the team
  • Inspire others: lead by example and exhibit a growth mindset
  • Optimize talent: provide, ask for, and accept coaching and feedback
  • Drive results: act with urgency, hold people accountable, and take action when responsibilities are uncertain, or progress falls short
  • Build relationships: Foster strong relationships with key stakeholders & put the company’s needs ahead of team or individual needs
• Perform other duties as required and assigned

Required Qualifications: 

• Bachelor’s degree and at least 5 years of relevant experience     
• Broad knowledge of the field with proven leadership skills
• Extensive experience with project management practices and tools to develop, manage, and track project KPIs
• Experience with project scheduling and resource assignment
• Strong strategic, analytical, and problem-solving skills
• Ability to work well with and effectively lead remote and diverse teams
• Able to adapt and operate effectively in ambiguous or rapidly changing environments
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Must be proactive and be able to provide timely follow up
• Must be able to take ownership of assignments and work independently
• Experienced user of MS Office toolset (Word, Excel, SharePoint, PowerPoint)
• Experienced user of one or more project management tools (eg, Smartsheet)

Preferred Qualifications:

• PMP (Project Management Professional), ITIL, and/or CSM (Certified Scrum Master) Certification
• In-depth knowledge of cloud, colocation, networking, and managed services
• Experience using ServiceNow to manage work and deliver outcomes

Physical Requirements: 

• Ability to sit for extended periods of time
• Walk or stand for 15% of th