Director, Professional Services
4 weeks ago
Director, Professional Services
We are looking for a Director, Professional Services, who will lead all professional services work at Avanti, including new client software implementations and professional services work for existing clients, which can range from small projects to major new module implementations. You will have responsibility for both strategy and execution, using your proven experience to develop and lead innovative scalable client onboarding strategies and processes to make the lives of our employees and clients easier.
You will lead our high-performing Professional Services team, which includes Implementation Consultants, Project Managers, Principal Consultants, Solutions Architects and Client Training. As a collaborative people leader, you will work cross-functionally with leaders across Avanti to deliver your strategy. You will help shape a scalable best-in-class service delivery model and client experience for companies implementing our Human Capital Management SaaS solution.
Key measurements of success include client satisfaction scores, time-to-value reduction, project backlog, billable utilization, and employee engagement scores.
If making a difference and working with a company that helps its clients build better workplaces matters to you sounds like an exciting adventure, then read on
What you’ll do:
- Oversee a large number and wide variety of ongoing projects, ensuring the team is delivering projects predictably on time and on budget
- Regularly review the project pipeline and various Implementation reports to make data driven decisions on strategic resource allocation
- Act as an escalation point for client and team member issues
- Work with Sales, Account Management, and Client Care teams to design a cohesive and delightful client experience
- Develop and implement a scalable regular client feedback cadence; distill key themes into actionable areas for continuous improvement
- Foster an environment of openness and inclusivity for all team members to highlight opportunities for improvement
- Be accountable to Senior Leadership for Professional Services performance, conducting monthly, quarterly, and fiscal year reports that outline progress along key deliverables and KPIs
Who we’re looking for:
- 7+ years of experience in B2B SaaS implementation/ onboarding
- 3+ years of experience managing professional services and/or implementation teams
- You have a demonstrated track record of identifying and reducing routine, manual processes resulting in accelerated time-to-value for clients
- You take pride in client’s service satisfaction and are driven to ensure your team delivers an exceptional and referenceable experience
- You are highly adept at communicating with clients, including C-level executives
- You are comfortable getting your hands dirty and digging in when necessary
- You have led high-performing teams and enjoy coaching teams to their maximum potential
- You are comfortable working cross-functionally and building rapport with your colleagues across the organization
What you can expect:
- Work in a fast-paced environment as part of a dynamic, rapidly growing company with a history of proven success
- Develop professional internal and external relationships with other people who are passionate about building better workplaces
- Foster innovation and drive efficiencies within the HR and Payroll landscape
- Connect with a rapidly growing and passionate group in an open, collaborative, and fun environment
- Live and work anywhere in Canada as part of our flexible, distributed work philosophy
About Avanti
We are a determined and committed team that helps Canadian companies build better workplaces through our all-in-one HCM SaaS platform. We are proud to partner with some of Canada’s most recognizable brands, spanning from Corner Brook, Newfoundland to Victoria, BC. After four decades of continued growth, we are more passionate than ever about providing great client experiences.
Avanti HCM is a highly configurable, fully integrated Payroll, Human Resource, Recruiting and Workforce Management solution that enables our clients to manage their employees from hire to retire.
Our Commitment to an Inclusive Culture
At Avanti we value everyone’s opinions and ideas. We believe that an inclusive environment harnesses the power of the innate diversity of our team. This allows us to drive innovative change by evaluating and adopting suggestions based on their value to our business and not the source of the idea. We know that embracing inclusion helps us, individually and collectively, to be better every day as a company and as people. We are committed to equal opportunity and welcome people of any gender identity, race, sexual orientation, age, physical or mental ability, ethnicity, or any underrepresented groups to apply.
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