Director of Implementation and Professional Services

2 weeks ago

Toronto, Ontario, Canada RouteThis Full time

RouteThis is a Waterloo-based B2B SaaS whose time has come to level up We're on a mission to intelligently automate customer support services with market leading software solutions that keep the modern, WIFI connected homes of the future optimized.

RouteThis products are changing the world of technical support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.


We are looking for a
Director of Implementation and Professional Services, reporting to the CEO to lead our Professional Services team, including managing a team and building the process required to quickly deploy RouteThis products to our customers in a manner that delivers strong customer satisfaction and ROI.


We care deeply about our technology, resolving customer pain points, and getting stuff done fast and are looking for people who share these values and are ready to execute against them every day.


In this role you will:

Manage and coordinate cross functional teams in order to deploy RouteThis products to our customers in a way that drives high satisfaction + ROI

  • Drive the embedding and adoption of RouteThis products into large front line teams at RouteThis customers
  • Build and design implementation programs which achieve adoption, ROI and NPS goals for our clients
  • Partner closely with the sales organization to design programs which together with our product will be able to solve complex business problems for our clients (include bespoke services for our largest enterprise clients)
  • Work with other teams to secure and manage internal resources to hard timelines/deliverables
  • Manage scope and ensure impacts of proposed scope changes are understood by both internal and external teams
  • Design and implement a reporting framework, able accurately measure the success of all on going launches
Create and refresh internal process for launching RouteThis products within customer accounts

  • Create/design effective selfhelp deployment programs which drive high consumer adoption/uptake
  • Create/design effective support agent training programs which drive high enduser adoption/uptake across a variety of mediums including: instructor led, train the trainer and courseware.
  • Bring change management best practices to our deployment programs able to secure effective buyin of large front line support teams.
Executive escalation point for all launch issues

  • Interface with executive sponsors in customer accounts
  • Deeply understand the complex challenges of enterprise executives, and effectively communicate the path to solving them with RouteThis
  • Develop creative solutions to complex launch issues and drive buy in both internally and externally
  • Lead Recovery planning for launches which are not delivering the intended value
Manage the Professional Services team

  • Recruit and retain a team of Client Engagement Managers and Technical Solution Managers.
  • Provide regular coaching and development to the PS team
  • Manage the overall budget for the Professional Services organization.

What you bring to the table:

  • 10+ years of experience in professional services, customer success or similar function, 5+ years of experience in a leadership role
  • Exceptional communication skills able to communicate complex concepts in a simple manner to executive buyers, external and internal stakeholders Process oriented able to critically look at implementation challenges and design processes and programs which systematically improve implementation/launch success.
  • Enterprise Experience experience working with large enterprise clients and coaching a team to effectively navigate/influence change in their customer's organizations to ensure successful deployment of software solutions.


 Software/Change Management
  • Experience deploying software tools to large customer support/call center operations and driving effective change management process including securing the buyin of large front line organizations (from 20 5,000+ employees)


 Quantifying ROI
  • Experience working closely with a cross functional team of CSMs/AEs/SEs to quantify the value/ROI being delivered by software tools (experience working with call center data)


 Resource Planning
  • Able to understand and forecast the impacts of changes to scope and process when deploying software into a customer account


 Recruitment
  • Able to attract and retain top professional services talent
  • Lives RouteThis values and be a role model of : Customer First, Innovate, One Team and Own It

Who we are:


RouteThis is a SaaS technology company that is changing the way ISPs and Smart Home companies handle technical support around the world.

Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve customers' issues - or help customer to solve it themselves before even

  • Director, Asset Management

    2 weeks ago

    Toronto, Ontario, Canada Professional Golfers' Association of Canada Full time

    Golf at Muskoka Bay seamlessly fusing nature with crafted designs known in Canada as simply one of the best. Exceptional award-winning golf complimented by modern luxury resort accommodations, acclaimed dining, and exquisite landscape. We promote a balanced life for our associates, while continuously strive to improve our environment and to support our...

  • Director, Planning and Community Services

    2 weeks ago

    Toronto, Ontario, Canada Home and Community Care Support Services Full time

    Interim Director, Community Engagement Language Requirement:English Home and Community Care Support Services Champlain is one of 14 Home and Community Care Support Services organizations in Ontario. We are dedicated to ensuring our more than 64,000 patients annually receive the highest-quality health care and services at home. Our patient-care coordination...

  • protective services executive director

    2 weeks ago

    Toronto, Ontario, Canada Authentic Concierge and Security Services Inc. Full time

    protective services executive director Verified This job was posted directly by the employer on Job Bank. protective services executive director Verified This job was posted directly by the employer on Job Bank. Posted onApril 27, 2024 by Employer details Authentic Concierge and Security Services Inc. Bachelor's degreeTasks:Allocate material, human and...

  • Executive Assistant, Office of the Executive Director, Professional Regulation

    5 days ago

    Toronto, Ontario, Canada Law Society of Ontario Full time

    JOB PURPOSE: The Executive Assistant is responsible for providing confidential executive administrative support to the Executive Director, Professional Regulation and to Professional Regulation Counsel, streamlining and facilitating the flow of administrative services through the office of the Executive Director and providing support to the Professional...

  • Assistant Director/ Professional Services

    2 weeks ago

    Old Toronto, Ontario, Canada Vitalité Health Network Full time

    Assistant Director, Professional ServicesJob Description - Assistant Director, Professional ServicesDEPARTMENT: Rehabilitation - AdministrationANTICIPATED START DATE: 14 Jul 2024BARGAINING UNIT: Management and Non-BargainingJOB TYPE: Permanent full-timeSCHEDULE: Day, 8 and 12-hour shifts. Work schedule may be changed to meet operational needs.NOTE:...

  • NA-Managing Director

    3 weeks ago

    Toronto, Ontario, Ontario, Canada LEON CYCLEManaging Director Full time

    Position Title: Managing DirectorReports to: CEOLocation: TorontoLeon Cycle introduction:Leon Cycle started in Germany and has steadily expanded its global presence since then; to Spain, USA, Australia, Italy, France and Canada. Our mission is to design, manufacture and sell e-bikes through various distribution channels (e-commerce, and dealers). Our most...

  • Manager of Implementation Services

    2 weeks ago

    Toronto, Ontario, Canada SysAid Technologies Full time

    SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 5,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace, by leveraging automation, analytics, and AI.The...

  • Manager of Implementation Services

    2 weeks ago

    Toronto, Ontario, Canada EightSix Network Inc Full time

    SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 5,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace, by leveraging automation, analytics, and AI. ...

  • Manager, Compensation Fund, Regulatory Services, Professional Regulation

    4 days ago

    Toronto, Ontario, Canada Law Society of Ontario Full time

    JOB PURPOSE The Manager is responsible for supervising the administration, processing and evaluation of claims for compensation from the Compensation Fund. The Manager is responsible for ensuring the effective delivery of services in all areas in accordance with legislated requirements, tribunal & court orders, and Law Society policies and guidelines....

  • Director, Technology Services

    2 weeks ago

    Toronto, Ontario, Canada University of Toronto Full time

    Date Posted:02/12/2024Req ID:35972Faculty/Division: Faculty of LawDepartment: Faculty of LawCampus: St. George (Downtown Toronto)Description:Position Summary:Working largely independently under the general direction of the Chief Administrative Officer (CAO), the Director, Technology Services will have overall responsibility for developing and leading the...

  • Associate Director, Model Development and Implementation

    2 weeks ago

    Toronto, Ontario, Canada Royal Bank of Canada> Full time

    Job SummaryThe Associate Director, Model Development and Implementation is responsible for the conceptual design, development, implementation, documentation and maintenance of models used to measure market risk within the bank's risk management frameworks. This includes ensuring that the model's underlying methodologies are appropriate and that they are...

  • Software Implementation Director

    2 weeks ago

    Toronto, Ontario, Canada AutoTrader Full time

    TRADER Corporation is a trusted Canadian leader in online media, dealer and lender services. net in Quebec) offers the largest inventory of new cars and used cars in Canada, receiving over 25 million monthly visits to its marketplace. With over 3,500 subscribers and counting, AutoSync is the largest and fastest growing dealer and OEM software provider in...

  • protective services executive director

    2 weeks ago

    Old Toronto, Ontario, Canada Authentic Concierge and Security Services Inc. Full time

    protective services executive director Verified This job was posted directly by the employer on Job Bank. protective services executive director Verified This job was posted directly by the employer on Job Bank. Posted onApril 27, 2024 by Employer details Authentic Concierge and Security Services Inc. Job details Education: Bachelor's degree. Tasks:...

  • Director, Disability Management Services and Implementation

    2 weeks ago

    Toronto, Ontario, Canada Bell Full time

    At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we're revolutionizing how Canadians communicate. If you're ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team. Bell...

  • Specialist, Implementation

    2 weeks ago

    Toronto, Ontario, Canada Department Of Education And Early Childhood Development Full time

    Provincial Learning Specialist for the development of the Programme de compétences essentielles (PCE) Services éducatifs francophones The work we do has a positive impact on our communities and helps improve the everyday lives of New Brunswickers. Together, we are over 45,000 New Brunswickers who are passionate problem-solvers, who make a difference and...

  • Social Services – Director of Social Services

    2 weeks ago

    Old Toronto, Ontario, Canada Chiefs Of Ontario Full time

    Social Services – Director of Social ServicesThe Chiefs of Ontario is inviting applications for the position of Director of Social Services. Under the guidance of the Chief Operating Officer, the Director is expected to assist First Nation communities and organizations.DUTIES AND RESPONSIBILITIES:Build and maintain partnerships with Federal and Provincial...

  • Medical Director

    2 weeks ago

    Toronto, Ontario, Canada Canadian Fertility and Andrology Society Full time

    Medical Director - CReATe Fertility Centre West Category: PhysicianProvince: Toronto, OntarioPosition: Medical DirectorDeadline: June 28, 2024Posted: May 31, 2024 Job Description / Duties 1. To provide leadership and guidance.2. To promote a positive, healthy and safe environment for delivery of quality patient services.3. To promote a safe and rewarding...

  • director of quality

    2 weeks ago

    Toronto, Ontario, Canada University of Toronto Full time

    Press Tab to Move to Skip to Content Link Director, Innovations in Undergraduate Education Department: Office of the Vice-Provost, Innovations in Undergraduate Education Campus: St. George (Downtown Toronto) Reporting to the Vice-Provost, Innovations in Undergraduate Education (VPIUE), the Director, Innovations in Undergraduate Education is a member of the...

  • Project Implementation Lead, Ni

    2 weeks ago

    Toronto, Ontario, Canada University Of Toronto Full time

    Project Manager - Facilities And Capital Projects Project Manager - Facilities and Capital Projects Campus: St. George (Downtown Toronto) Reporting to the Director, Facilities & Capital Projects in the Facilities Management department within Hart House, the Project Manager – Facilities and Capital Projects, is responsible for all aspects of capital...

  • Director, Technical Services

    2 weeks ago

    Toronto, Ontario, Canada BGIS Full time

    SUMMARYThe Director, Technical Services (IO) acts as the direct counterpart to the IO client Technical Services team lead and is responsible to bring full BGIS capabilities to ensure IO Technical Services fulfill their mandate. The Director, Technical Services acts as the main integrator for the IO account and BGIS Professional Services and the BGIS Global...