Associate Director, Implementations

SUMMARY OF POSITION:

Management of Professional Services Department including assigning new client implementation work orders to software implementation staff, providing implementation services to clients, managing workload and client expectations, reviewing work and billable hours completed by implementation staff, provide guidance and assistance to staf as needed, and resolve client issues as needed. Communicate open work order status to other department managers in weekly meetings. Seek information and assistance for more complex issues from other departments and supervisors.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Oversee daily performance of implementation consultant
Provide software implementation services to assigned
Assign new clients to implementation
Develop training procedures and materials for software
Review implementation work
Review and approve PTO of department
Attend weekly implementation meetings to review current work and any
Provide annual job goals and performance
Attend meetings with immediate supervisor as Attend manager meetings, as necessary.
Determine strategies and policies for the Implementation
Manage worklow in the Implementation department, resolving
Manage Implementation
Provide guidance to Implementation team on items and escalations outside of their department.
Resolve any disputes between Implementation Department, clariication of roles and
Check pulse of all team members periodically. Lead bi-weekly Implementation Standup Meetings and weekly Workload Meetings.
Ensure client satisfaction from
Create weekly departmental overview to VP of Operations and Client
Review resumes, schedule interviews, and lead job interviews for open positions. Create and approve HR documentation.
Document the standard operating procedures of the job functions of the Implementation department.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

8+ years of Software Implementation experience
High School Diploma
Customer Service Experience

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

Bachelor's degree in IT or related field
Extensive Judicial System Knowledge and Experience
Accounting Software Knowledge and Experience
Program Management Experience over multiple concurrent teams
SQL Server Knowledge, preferred
Microsoft 365, Jira, Support Ticketing system knowledge

Qualifications
Experience
Required
8+ years of Software Implementation experience