Sr. Director, Implementation Services

Who We Are:
HelioCampus was founded with the purpose of helping college & university leaders navigate today’s growing pressures. As one of EdTech’s most steadily growing companies, our roots in higher ed ground us in the critical nature of this work.

What We Do:
We help our clients navigate today’s high stakes with data and Institutional Performance Management practices. Together with our clients, we chart a path to sustainability by borrowing practices from the most successful businesses.

How We Do It:
We approach our work with a “we’re on it” attitude that the higher ed community has come to know and expect from our team. We’re data geeks to our core, committed to simplifying the toughest challenges and operating with transparency. Our most successful team members are change agents who love a challenge.

How You'll Help:

We are seeking a Senior Director to lead our Implementation Services team and drive the success of clients across our three complementary business lines. You will be responsible for ensuring the successful implementation of our Data Analytics, Assessment and Benchmarking solutions for our clients. This senior leadership role requires a strategic thinker who is both client- and results-driven, with a deep understanding of the higher ed landscape. You will lead a team of project managers, technical implementation consultants, and implementation associates, and work closely with other departments including Sales, Product, Technology, Data Analysis and Research, and Client Success Management to ensure a seamless and impactful client experience. 

What You’ll Do :

  - Leadership & Team Management

• Lead, mentor, inspire and develop a high-performing team
• Build environment of trust, performance, and engagement by establishing clear goals and a commitment to feedback, development and recognition
• Develop and execute a talent strategy to attract, retain, and grow top-tier professionals in the EdTech industry
• Establish clear team goals, track performance metrics, and provide ongoing coaching and feedback

  - Drive Results

• Manage staff to assure they are meeting individual and team goals and lead project teams toward identified outcomes
• Ensure client satisfaction through driving project execution excellence, reviewing of client satisfaction surveys, and participation in client meetings
• Act as senior escalation point for projects facing challenges and take action to rectify the situation
• Define key performance indicators (KPIs) for the department, track performance, and report progress to executive leadership

  - Process Optimization & Best Practices

• Develop a culture of continuous improvement for process repeatability, operations scaling, capacity management, and customer satisfaction
• Develop efficiencies to scale delivery operations, shorten client activation time and achieve target margins
• Implement a structured project management approach that ensures on-time and on-budget delivery of services
• Develop and standardize implementation playbooks, training materials, and documentation to enhance consistency and scalability

  - Cross-Functional Collaboration

• Work with Sales, Client Support, and other Client Success teams to ensure seamless handoffs and coordination throughout the customer journey
• Partner with Product and Technology to provide client feedback, influence product roadmap decisions, and ensure that customer needs are met in the development of new features and functionality
• Collaborate with Marketing, Sales, and Client Success Management to identify opportunities for upselling and expanding existing accounts

You Will Be a Good Fit For This Role If You Have:

• 10+ years of leadership experience in delivery and support organizations
  
• Extensive experience in software implementation or delivering at SaaS companies in the EdTech industry (SIS, LMS, CRM)
  
• Proven track record of managing and scaling teams and driving successful client outcomes
  
• Exceptional client-facing skills, with a strong ability to build relationships with senior leaders and stakeholders at Higher Ed institutions
  
• Ability to synthesize and report on performance data to inform decisions, with a willingness to experiment and iterate and a commitment to continuous improvement
  
• Experience as a strong customer advocate with a desire