Team Lead, Implemetations

3 weeks ago

Toronto, Canada Modern Campus Full time

**Who we are**
Modern Campus empowers 2,000+ higher education institutions to thrive when transformation is required to respond to lower student enrollments and revenue, rising costs, crushing student debt, and administrative complexity.

The Modern Campus learner-to-earner lifecycle platform power solutions for web content management, conversational text messaging, catalog and curriculum management, career pathways, student engagement and development, and non-traditional student management. The result: innovative institutions engage their modern learners for life, while providing modern administrators with the tool needed to streamline workflows and drive high efficiency.

**What’s the role?**
We are looking for a Team Lead, Implementations who will lead a team of implementation and project delivery professionals as they guide and assist clients with the planning, design, build, and implementation of Lifelong Learning software.

You will be responsible for coaching team members, supporting them to fulfill career goals, while working to identify and achieve department development and business improvement objectives. You will also be responsible for supporting your team members in achieving departmental performance goals and KPIs.

Working in partnership with the Lifelong Learning Professional Services team leaders, you will ensure our clients are highly satisfied, projects are delivered on time, and be a point of escalation to resolve issues for small-medium (Accelerator or Standard implementation) accounts. For these accounts, you will act in a key governance role for projects delivered by your team contributing to/tracking risk identification and mitigation. guiding the team with clear rules, fostering collaboration, and ensuring established processes are followed.
- Oversee a team of implementation consultants providing mentorship, guidance, and leadership.
- Act in a project governance role participating in steering committees and escalation point for customers, resolving issues and concerns that may arise.
- Proactively identify risks, issues, and mitigation strategy strategies on projects within your portfolio.
- Maintain employee engagement and act as an advocate for your direct reports.
- Ensure talent development and retention across the implementation team. Be responsible for performance management, team succession planning and recruitment.
- Mentor the team toward developmental objectives. Pro-actively coach team members through regular 1:1s, building resilience to overcome challenges or setbacks to achieve team, project and client goals
- Create and foster a collaborative environment.
- In collaboration with the Lifelong Learning leaders, oversee the delivery of implementation services to our customers, including resource planning, project delivery and operational success metrics.
- In collaboration with Lifelong Learning leaders, develop new value-add services and go to market strategy
- In collaboration with the Lifelong Learning leaders, be accountable for services financial goals and metrics, including revenue and utilization targets.
- Own operational metrics such as customer satisfaction and on-time and on-budget completion of projects, reporting these metrics regulalry to the Senior Director.
- In collaboration with the Lifelong Learning leaders, build and scale operations (i.e., people, process, systems and tools) to deliver a best-in-class customer experience while building upon our existing delivery methodologies.
- Play a key role in reviewing, updating, and improving our internal documentation, client facing materials, and project delivery methods.
- Act as an evangelist for services, assisting sales with selling and serving in a project governance role for customer accounts.
- Collaborate with cross-functional teams such as development on process changes leading to operational efficiency.

**What you offer**
- A natural ability and passion for leading and empowering people
- 5 - 7 years experience of working in a professional services environment or PMO as a Project Manager, Business Analyst, or Implementation Consultant, for enterprise software implementation projects in a B2B environment.
- Demonstrated ability to succeed in fast paced, growing company.
- Exceptional communication and interpersonal skills, with a demonstrated ability to manage teams, complex work streams and projects, and gain the confidence and respect of senior level executives.
- Collaboration and Teamwork skills: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Ability to effectively multi-task, prioritize, re-prioritize, and think quickly on their feet
- Experience developing and maintaining strong client and stakeholder relationships
- Must be an independent, self-motivated, and high-energy individual who will take charge and exercise their problem-solving skills
- Customer Obsession: Strong desire and passion for proactively d

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