Director, Client Optimization

About Us:

Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems.

We are passionate about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications.

The Role:

The Director of Optimization leads strategic initiatives to enhance the performance, usability, and adoption of Datacor software across customer implementations and internal operations. This role owns the end-to-end upgrade lifecycle, ensuring all system upgrades are timely, value-driven, and aligned with customer needs and platform evolution. The Director works cross-functionally with Product, Engineering, Sales, Services, and Support to drive measurable improvements in operational efficiency, data integrity, system performance, and user experience.

This role will directly influence customer satisfaction, ERP adoption, and the pace at which customers can realize value from the Datacor platforms. By owning and optimizing the upgrade process, the Director of Optimization plays a critical part in reducing technical debt, increasing ROI, and enabling future-ready ERP deployments.

Responsibilities:

Strategy & Leadership

• Define and execute a comprehensive upgrade roadmap for Datacor products to define target client deployments, and system upgrades.
• Align upgrade and optimization initiatives with corporate and customer objectives.
• Develop KPIs and performance metrics to assess the success and impact of optimization and upgrade efforts.
• Champion data-driven decision-making and continuous improvement across all service touchpoints.

Upgrade Ownership & Execution

• Own the full upgrade lifecycle, including planning, scheduling, risk mitigation, communication, and post-upgrade validation.
• Develop and enforce standardized upgrade playbooks and procedures across all customer segments.
• Coordinate with Product and Engineering teams to align upgrade paths with roadmap enhancements, deprecations, and technology shifts.
• Lead cross-functional coordination for major version releases, patch rollouts, and cloud/on-premises transitions.
• Monitor and improve upgrade velocity, automation, and customer satisfaction through process refinement and tooling.

Process & Product Optimization

• Analyze upgrade workflows, configurations, and data architecture to identify inefficiencies and performance gaps.
• Partner with Product Management to drive roadmap prioritization based on optimization insights and upgrade outcomes.

Customer Engagement & Value Delivery

• Collaborate with customers to assess business processes and unlock greater value via tailored optimization strategies and upgrade readiness planning.
• Act as an escalation point for complex performance issues, upgrade challenges, and critical deployments.
• Create tools, self-service resources, and diagnostics to enable customers to assess ERP performance and prepare for upgrades.
• Conduct quarterly customer optimization reviews and value realization sessions in coordination with Customer Success.

Team Development

• Build and lead a high-performing, cross-functional optimization team (analysts, architects, upgrade specialists, and delivery managers).
• Cultivate a culture of agility, accountability, and innovation.
• Provide mentorship and career growth pathways for team members.
• Drive knowledge sharing, technical enablement, and continuous improvement across the services organization.

Required Qualifications:

• Bachelor’s or Master’s degree in Business, Information Systems, Computer Science, or related field.
• 10+ years of experience in ERP software (Datacor ERP, SAP, Oracle, Microsoft Dynamics, etc.).
• Proven leadership in ERP product optimization, upgrade programs, business process improvement, or technical services.
• Expertise in defining KPIs and leveraging data to drive decisions.
• Strong cross-functional collaboration, stakeholder engagement, and project exec