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Director of Implementation

Birdeye

Birdeye

Posted on Wednesday, April 3, 2024

description

Job Title: Director of Implementation

Preferred Location: Dallas, TX

Why Birdeye?

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye’s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive.

At Birdeye, innovation isn't just a goal – it's our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.

WHAT YOU’LL DO:

As the Director of Implementation for Birdeye (a SaaS product), you will be responsible for an exceptional onboarding experience for our customers globally across all segments. Your primary focus will be to ensure that all new purchases are effectively onboarded, trained, and supported to maximize their success and satisfaction with our product. This role requires a deep understanding of customer needs, strong leadership skills, and the ability to collaborate across teams to deliver a world-class onboarding experience. Note: Implementation is a key part of the customer journey and we have very high expectations from this team including adoption and retention.

Responsibilities:

  • Strategic Planning:
    • Understand customer journey pre and post sales and drive meaningful changes to drive improvements
    • Collaborate with senior leadership to develop implementation strategies aligned with the organization's goals and objectives.
    • Drive changes to increase the successful onboards across segments which is our key metric
    • Drive the behavior of setting up clients for success from the pre-sales phase and bring on healthy customers by working with GTM teams.
  • Project Management:
    • Lead the planning, execution, and monitoring of onboards to ensure they are closed on time.
    • Identify and mitigate risks, issues, and dependencies that may impact the team’s performance.
  • Team Leadership:
    • Build and lead a high-performing implementation team, providing guidance, coaching, and support to team members and manage leaders for all 3 segments that are managers to directors.
    • Foster a collaborative and inclusive team culture that promotes innovation, accountability, and continuous improvement.
  • Cross-Functional Collaboration:
    • Work closely with various departments and teams to align implementation efforts with organizational priorities and initiatives.
    • Facilitate communication and coordination between different stakeholders to ensure smooth execution of improvement projects.
    • Work with business application and product teams to make necessary changes to drive self-serve.
  • Quality Assurance:
    • Establish quality standards and ensure adherence to best practices throughout the implementation process.
    • Conduct regular reviews and evaluations to assess the effectiveness of implemented solutions and identify areas for improvement.
  • Resource Management:
    • Allocate resources effectively to support implementation activities, including budgeting, staffing, and procurement of necessary tools or technologies.
    • Optimize resource utilization and prioritize competing demands to maximize efficiency and productivity.

requirements

  • Bachelor's degree in Business Administration, Project Management, or related field; Master's degree preferred.
  • Proven experience in project management, with a track record of successfully leading complex implementation projects.
  • Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
  • Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
  • In-depth knowledge of project management methodologies, tools, and techniques.
  • Experience working in cross-functional teams and managing diverse stakeholders.
  • Strong analytical and problem-solving abilities, with a focus on delivering practical solutions.
  • PMP certification or equivalent is a plus.
  • Bachelor’s degree.

Why You’ll Join Us

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.

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