Director, Global Implementation Services
SeatGeek Enterprise, a division of SeatGeek Inc., develops, maintains, implements and supports a suite of tech products including SRO our latest ticketing software. With 500+ employees in several offices on 4 continents, we are ready to bring the industry into the future.
Reporting to the EVP, Client Experience, you will lead the Implementation teams in the delivery of new business projects to our clients. Through a combination of excellent Client, Product and Technical skill your teams will be a fundamental part of delivering successful projects for some of the biggest names in our industry.
What you'll do
Organization
- Direct and lead the implementation services department in the delivery of our Client-facing software projects in the ticketing technology space, working with some of the biggest names in our industry
- Provide direction that results in high level of client satisfaction while also retaining alignment with SG priorities
- Define and report on KPIs and having a up-to-date view of the health of your department
- Design and implement best practices for implementation leadership and technical delivery though delegation and enablement
- Ensure agreement to common processes best practices and methodologies, driving standardization for departments and regions
- Serve as a senior point of escalation for our teams or clients when the need arises. Travel to support clients and after-hours availability for urgent escalations will be required occasionally to support client needs
- Advocate for the needs of your department in the pursuit of efficacy and efficiency in delivery and client satisfaction
- Collaborate across Client Experience across the SeatGeek business to ensure outcomes for our clients and our business
Team
- Foster an inclusive and collaborative team environment that enables us to hire and retain qualified candidates
- Motivate your department though times of high pressure, promoting a calm and professional approach
- Support your managers and other team members on delivery of multiple projects though guidance, mentorship, strategic and technical advice
- Oversee the performance management and development of your team
Who you are
- Client-focused, an understanding of the clients view of the world
- A leader with 5+ years experience in building and motivating teams to provide only successful implementation projects, ideally in a SaaS environment
- Experienced in building best practice processes, implementing them with quick and effective adoption
- Experience with experience of the challenges of a sales / pre sales department and how to collaborate effectively for collective benefit
- Strategic thinker, able to asses the bigger picture to pursue our goals
- Self directed towards goals, with high accountability and ownership of results
- Considered in approach, able to use data, your own and others experiences and opinions to establish the solution
- Assertive when required, able to challenge and be challenged both internally and with clients in a constructive and respectful way
- A problem solver, able to quickly digest a problem and evaluate solutions and then empower others to deliver
- Highly motivated to consistently improve efficiency and quality of delivery
Perks
- Equity stake
- Flexible work environment, allowing you to work as many days a week in the office as you'd like or 100% remotely
- A WFH stipend to support your home office setup
- Flexible PTO
- Up to 16 weeks of paid family leave
- 401(k) matching program
- Health, vision, dental, and life insurance
- Annual subscriptions to Headspace, Ginger.io, and One Medical
- $120 a month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!