Director, Implementations and Professional Services

Director, Implementation and Professional Services

Fatigue Science has developed the world’s leading predictive fatigue management information system, enhancing productivity and safety in mining and heavy industry. Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness.

Our solutions enable organizations to optimize operations, mitigate fatigue risk, and help workers stay safe. With proven impact, return on investment, and significant and growing traction in heavy industry, Fatigue Science serves cutting-edge organizations who understand the importance of sleep as well as the value of data-driven decision-making.

Why join Fatigue Science?

You’ll join a growing SaaS company solving meaningful problems for some of the world’s largest industrial organizations. As a member of the leadership team, you’ll have the opportunity to shape our customer experience strategy, influence company growth, and help organizations improve safety through innovative technology grounded in science.

Who we are seeking:

Reporting directly to our CEO, this role is ideally suited for a customer focused leader experienced in building relationships with global customers and driving adoption of technology in industrial operations. This role is key to completing successful implementations, expansions, and renewals, by understanding our customers operations and leading a high performing team in implementation and customer success activities. This role acts as our customer’s internal advocate, championing their needs across Fatigue Science.

Responsibilities:

Implementation and Professional Services

• Evolve, further develop, and continuously improve Fatigue Science’s Pilot and Expansion Implementation and Change Management methodologies and tools, with a focus on change management and training.
• Assist in the pre-sales process for customer engagements, including services pricing and defining a statement of work; partner with sales to identify and implement pilot and expansion opportunities.
• Understand our customers’ fatigue management policies, procedures, processes, and objectives, and assist the customer in building their strategy to leverage and integrate Readi, using best practice change management principles.
• Provide oversight to the implementation team in the planning of activities, scope, objectives, and deliverables that support our customer’s business goals and solution delivery.
• Track, analyze and report on implementation status activities across all customers.
• Proactively engage with our customers with the goal of maximizing the value they realize from Fatigue Science’s Readi platform; have a deep understanding of our customers’ operations and how Readi fits into their workflows.
• Build relationships with the customer Executive Sponsor, resolving escalated issues and ensuring customer satisfaction.

Management and Leadership

• Lead cross-functional activities demonstrating a customer-first approach throughout the organization.
• Allocate and plan pilot and expansion implementation resourcing to meet the growth of the organization.
• Build an ecosystem of global partners to support the scaling of implementation activities globally.

Required Skills:

• Bachelor’s Degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, Computer Engineering, or related field
• PMP Certification or equivalent project management experience is considered an asset.
• Certified and experience working with Organizational Change Management process or projects
• Experience delivering enterprise SaaS solutions (ERP, CRM, HCM, EAM, or similar enterprise platforms)
• Experience managing multiple full lifecycle implementations of information systems
• Experience working in a professional services organization
• Demonstrated experience presenting and interfacing with C-level executives
• Excellent organization, communication, presentation, training, customer relationship and analytical skills
• Highly motivated, self-starter with the ability to work within an operating framework
• Customer service-oriented attitude and excellent interpersonal skills
• Demonstrated ability to be highly effective in a virtual team organization
• Demonstrate strong analytical and problem-solving skills, particularly with regard to anticipating and solving problems or issues before they occur or become critical
• Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship
• Identifies