Team Lead, Implementation

6 months ago

Toronto, Canada Traction Rec Full time

We’re looking for a **Team Lead, Implementation **to join our growing Professional Services team. This role is a combined player-coach role that provides leadership to a team of consultants as well as direct consulting responsibilities. The focus of the role is to ensure that the Professional Services team is performing optimally while ensuring client success and the proper execution of implementation projects. This is a client-facing, hands-on role working directly with customers implementing Traction Rec and Salesforce technology. This role also requires a proven background in partnering with cross functional stakeholders in finance, sales, support, and product management. This role offers the opportunity to grow into a full leadership position.

**Who we are**

Traction Rec empowers customers with great technology. Built on the Salesforce platform, we enable YMCA’s, Jewish Community Centers (JCC’s), and Boys & Girls Clubs of America (BGCA) to deliver their services and achieve their missions. At the heart of Traction Rec is our desire to support non-profit community centers and the amazing good they do.

Traction Rec has been recognized by Salesforce as Nonprofit Sales Partner of the Year and ISV Partner of the Year. Traction Rec takes pride in the development of product and services, and building strong relationships with partners and customers.

At our core, we love community. We are looking for people who want to join an active group of engaged individuals who see business as more than just a vehicle to make money. We care about our people, wider community, and planet. We welcome you to experience a vibrant personal and professional journey by joining our diverse team.

**Skills**

Traction Rec'rs come from a variety of backgrounds, and we are eager to find people that are from diverse backgrounds. Typically, we find that people are successful in this role when they have:

- 5 years technology, consulting and/or internal technology management experience
- Degree/diploma in Business, Information Systems, or equivalent experience
- 1-2 years experience in managing a team of direct reports is an asset.
- Experience working with or at non profit organizations, particularly YMCAs or JCCs
- Strong experience in systems implementation and ongoing improvement, especially in training end users, change management, and creating standard operating procedures, and helping organizations through large amounts of process change.
- Deep understanding of cloud-based technologies and ability to translate customer/business requirements into business solutions and successfully position solutions with customers.
- Ability to manage long-term, complex projects with a large number of stakeholders. Bonus points for experience in managing projects with enterprise nonprofit organizations.
- Experience in managing client escalations/red accounts and negotiating resolutions.
- Strong business acumen to adapt communications to executive level stakeholders to manage and set expectations
- Strong interpersonal and relationship building skills to build trust with internal stakeholders and clients
- Experience implementing SaaS products a strong asset
- Experience with system configuration or administration including custom workflows, automation, report building etc a strong asset.
- Bonus points if:

- You've worked in the Salesforce ecosystem.
- You’re a results oriented person who likes to roll up their sleeves to get things done.
- You’re energized by a fast-paced environment.
- You’re confined only by your imagination, not your job description.

**What You Will Be Doing**
- Manage a team of Implementation Specialists, supporting optimal performance of your team from projects and people management perspectives
- Define and document best practices, sharing them with the broader team and ensuring others benefit from your knowledge sharing.
- Identify issues and gaps in implementation process and plan continual improvements in team processes and assets
- Manage client success of services engagements across your team’s portfolio
- Run complex implementations as a lead Implementation Specialist on some of our largest clients.
- Support the handling of project escalations from clients and support teams on resolutions as needed
- Responsible for proactive client management with dedicated attention to red accounts
- Manage project roadblocks and provide technical or tactical guidance on how to make a project successful.
- Identify outliers in project allocations and solve resourcing issues for upcoming projects alongside other managers
- Partner with internal cross-functional teams (Sales, Support, and Product) for client success
- Mentors future leaders by coaching team members on both technical and soft skill areas
- Supports the recruitment, onboarding, and training of new team members
- Travel to clients (Must be able to travel in Canada and US, without restriction)

**Compensation**

At Traction Rec, we are committed to

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