Director, Implementation

 Electric is a Series B startup backed by Bessemer Venture Partners, Bowery Capital, Primary Venture Partners, GGV Capital and led by a team of seasoned entrepreneurs, operators and technologists. With software forming the foundation of every office, Electric is the world’s first all-in-one, modern IT support solution that can truly meet the needs of growing businesses. Through a chat interface, personalized service and flat-rate pricing we keep our client’s email, computers, Wi-Fi and software running smoothly at a fraction of the cost and headaches normally experienced with traditional managed service providers.

Our company is a fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup.

 The Role

We are seeking a Director, Implementation to join our Customer Success team. This position will lead our Implementation team, and work closely with our Account Management, Product and Service Desk teams to further elevate this function of the business; this role will display excellent communication and leadership qualities, managing 3+ direct reports at any given time.

What you’ll do

• Manage, hire and train implementation specialists to guide our customers through go-live process and ensure we have a correct and substantial understanding of IT infrastructure
• Actively manage related project efforts of internal and external parties to ensure they are delivered on-time and meet established business requirements
• Manage project scope changes as they surface with stakeholders, document feature and supported application requests received by the team
• Consult with internal stakeholders and technical resource teams to deliver timely updates and solicit relevant feedback
• Ensure technical documentation is organized, accessible, and properly distributed amongst implementation and service desk teams
• Oversee SLA adherence - partners and customers
• Drive standardization and create SOPs for visibility into process across teams
• Report on CSAT, customer analytics and closed won deals to drive continuous improvement
• Act as first tier escalation point for customer escalations in Onboarding and Project Management

Who you are

• 3+ years of client-facing experience
• 1+ year team management preferred
• Excellent verbal and written communication skills
• Solid understanding of SaaS platforms
• Healthy dose of initiative and the ability to remain flexible
• Detail-oriented and able to effectively prioritize tasks
• Must be a critical thinker and resourceful problem-solver
• Enthusiastic team player
• Great conflict resolution skills
• Excellent time management skills
• Ability to work both in a team environment and autonomously