Sr. Director, Global Implementation - Private Cloud

The Implementation leader provides program management and planning expertise to support full life cycle implementation for an enterprise-wide, multi-site, multi-disciplinary strategic implementation to include project planning, management, process improvement, customer satisfaction, and fulfillment. · Provides leadership and direction through directors, senior managers and senior professional staff.· Is accountable for the performance and results of a major part of the organization (organization sub-function, functional area or significant operational segment within a business unit).· Develops and executes strategy to achieve key business objectives.· Decisions are guided by company and functional strategy and objectives.

Key Responsibilities

• Facilitates onboarding of customers efficiently, continuing to focus on reducing cycle time, simplifying processes and making it easier for customers to do business with us.
• Develops a solid understanding of changes in the business and helps design and enable new and innovative ways of delivering a Fanatical Onboarding experience to our customers, from Pre-sales all the way through to Support.
• Establish quality performance metrics to drive and measure continual improvement.
• Provide strategic direction, coaching, mentoring, and feedback to team members on a daily basis to maximize productivity and quality of service.
• Ensure a high-quality level of service is delivered consistently, and in an integrated manner across all regions.
• Drives customer retention by ensuring quality is measured and initiatives are created to maximize Customer Satisfaction
• In collaboration with internal stakeholders, establishes appropriate governance and provides leadership visibility to large scale global implementations.
• In close partnership with Sales, develops in-depth knowledge of customer needs and proactively provides best in class service and implementation solutions.
• Enhances relationships with our most valuable customers through a proactive service model that ensures we anticipate client needs and can identify and realize additional revenue opportunities.
• Supports Sales teams by delivering appropriate solutions and actively participating in significant new business opportunities.
• Work withs Operations and Sales to continuously review and adjust the model in order to maximize efficiency.
• Regularly does presentations to the most senior leaders describing financial performance, process improvement, and other key metrics.
• The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

Critical Competencies

• Demonstrates advanced knowledge of the organization’s business model, operations and financial metrics and employs that knowledge to make critical business decisions for the business unit that support the organization’s financial goals.
• Presents and explains the implications of key information to suit the needs of a wide range of audiences on issues important to the business unit.
• Makes critical decisions that have important outcomes for the business unit; takes full responsibility for decisions, ensuring resulting action is taken.
• Copes effectively with high levels of pressure from across the business unit; demonstrates composure, staying calm before and during a variety of high-profile events.
• Ensures the business unit has appropriate procedures in place and the mechanisms for adherence; seeks to develop procedures to reduce risk and minimize potential negative outcomes.

Knowledge and Skills Required

• Demonstrated experience in process improvement in a Global organization.
• Demonstrated experience driving change across teams.
• Strong data analytics experience and demonstrated success in using data to drive change.
• Demonstrated experience leading leaders in a Global Organization - demonstrated success in achieving results through leading others.
• Solid understanding of cloud technology.
• Ability to create, implement, and document new processes and support-related procedures.
• Exceptional communication and interpersonal skills, with the ability to communicate technical concepts to non-technical audiences
• Willingness to challenge the status quo.
• Experience with managing projects end to end and coordinating with multiple departments.
• Ability to adapt/adjust priorities in a fast-paced, constantly changing environment.
• Must have demonstrated ability to innovate, as they are primarily responsible for implementing a product or service to a cust