Associate Director – Implementations

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Oversee the Professional Services Department

• Delegate new client implementation work orders to software implementation personnel

• Deliver software implementation services to clients

• Manage workload and align client expectations

• Evaluate work and billable hours completed by implementation personnel

• Provide support and direction to staff

• Address client issues and conflicts

• Communicate the status of open work orders in weekly meetings

• Supervise the daily performance of implementation consultants

• Create training procedures and materials for the software

• Assess implementation work

• Review and authorize departmental PTO

• Participate in weekly implementation meetings

• Establish annual job objectives and conduct performance evaluations

• Attend manager meetings as required

• Formulate strategies and policies for the Implementation department

• Oversee workflow and address departmental challenges

• Lead bi-weekly Implementation Standup Meetings and weekly Workload Meetings

• Ensure client satisfaction

• Prepare weekly departmental overview reports for the VP of Operations and Client Services

• Evaluate resumes, arrange interviews, and conduct job interviews

• Create and authorize HR documentation

• Document standard operating procedures for job functions within the Implementation department

⛳️ Requirements

• 8+ years of experience in Software Implementation

• High School Diploma

• Experience in Customer Service

• Bachelor's degree in IT or a related field (preferred)

• In-depth knowledge and experience within the Judicial System (preferred)

• Experience with Accounting Software (preferred)

• Program Management experience across multiple concurrent teams (preferred)

• Knowledge of SQL Server (preferred)

• Familiarity with Microsoft 365 (preferred)

• Understanding of Jira (preferred)

• Experience with Support Ticketing systems (preferred)

• Not currently hiring from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York

🏝️ Benefits

• Remote work arrangement

• Full-time employment

• 25% travel