Director, Implementation Consulting

Clariti Cloud Inc.; Toronto; Remote; CAD 160,000 - 230,000; Full time

Job summary

As a Director, Implementation Consulting at a leading company, you will oversee consulting for key accounts and lead a team of Implementation Consultants. With substantial experience in services delivery and P&L management, you'll ensure the successful implementation of solutions, driving customer satisfaction while managing transformational projects. This role demands a proven leader with exceptional communication skills and capability to manage large-scale software implementations, fostering growth within the organization and maintaining strong executive relationships.

Benefits

Competitive compensation packages

Health benefits

Well-deserved time off

Qualifications

• 10+ years of services delivery experience, including management.
• 7+ years managing software implementation and consulting services.
• 5+ years as a people leader, building high-performing teams.

Responsibilities

• Lead consulting efforts for strategic accounts and practice scaling.
• Ensure timely delivery of projects and high customer satisfaction.
• Provide coaching and mentoring to Implementation Consultants.

Skills

Services delivery

Project management

Stakeholder management

P&L management

Relationship building

Organizational change management

Job description

Join our mission to provide governments with exceptional experiences so they can do the same for their communities!

What do we do?

We empower governments to deliver exceptional citizen experiences.

Check out our 'About Us' page for a deep dive into our product and what makes us exceptional.

As a member of the Customer Experience leadership team, the Director, Implementation Consulting provides effective consulting oversight for multiple key strategic accounts while also leading & scaling our Consulting practice within the rapidly growing Professional Services team at Clariti. This role requires an experienced leader who can win the hearts and minds of customers with a track-record in successful completion of complex implementations in partnership with large cross-functional teams. The successful candidate will also require strong financial acumen (P&L management), executive presence & stakeholder management at the C-suite level, and the ability to build & lead a high-performing team.

This role will report directly to our Chief Customer Officer, Claytie Mistry, and be a senior leader within the Professional Services function at Clariti. In this role, the Director, Implementation Consulting also works closely with the customers, the Services Client Partner, the Customer Success Manager, the Clariti Professional Services team, and the Systems Integrator to ensure the overall success of the implementation of Clariti solutions and is a significant contributor to the overall success of the customer relationship. The Director, Implementation Consulting is responsible for ensuring that effective consulting services are provided, methodology is followed and is the primary point person from delivery aligned to the customer executives throughout the services lifecycle, from sales support through implementation and post-go-live.

The Director, Implementation Consulting is a senior leader within the Clariti Professional Services organization and is responsible for building a team of up to nine Implementation Consultants; as a result previous people leadership experience is required. As a leader, you will provide your team with guidance, coaching, and support to influence successful outcomes for all projects within your portfolio while also recognizing opportunities for process improvement & building a scalable practice.

As a Director, Implementation Consulting at Clariti, you'll get to :

• Oversee the high-quality delivery of all engagements within the assigned portfolio with partners and customers.
• Analyze and execute on strategic projects, building consensus among stakeholders, ensuring alignment of project tactics with corporate strategy and communicating project goals and values at a strategic level.
• Manage the overall services relationship between strategic customer, partner, and Clariti during transformations, building credibility and trust from sales support through implementation and post-go-live.
• Ensure that projects / programs are delivered on time, within budget and with the highest levels of customer satisfaction.
• Implement effective delivery mechanisms, including centralization, to decrease effort and increase speed for our customer delivery to achieve their business outcome.
• Drive a consistent customer project and delivery experience through our Implementation Consultant and partner community.
• Assist the Clariti sales team in closing deals by defining the strategy and value proposition and providing oversight during the deal pursuit. This entails closely aligning with partners and system integrators.
• Attract, onboard, and develop top talent to build a high-performing team of Implementation Consultants to meet high demands at scale.
• Provide coaching and mentoring for the Clariti project team.
• Document and use completed projects and inclusive lessons learned to educate the entire Professional Services team.

What do you bring to the team?

• 10+ years of services delivery experience, including services management experience
• 7+ Years of software implementation experience including analysis and consulting services
• 5+ years of experience as a direct people leader, building & managing high-performing teams
• Proven experience in building and scaling a professional services practice, including developing repeatable processes, driving operational efficiency, and supporting business growth at scale.
• Exceptional executive presence including strong communication and client relationship-building skills with senior leadership internally and externally
• Proven ability to build trusted relationships at the executive level with clients and partners
• Must have experience delivering software in large Enterprise environments (preferably public sector Tier 1 and Tier 2 communities, or private sector Fortune 100)
• Must have project financials business acumen (forecasting, allocated revenue, etc.), experience with P&L management, and ideally have overseen a portfolio of $20M+
• Adept in large corporate organizational change management & strategies
• Leadership experience in large transformation programs
• Ability to navigate presales
• Systems Integrator experience
• Track record of achieving revenue and margin goals while managing multiple client projects of meaningful scope and duration
• Ability to effectively manage and resolve client escalations
• Ability to travel within Canada and the US about 30%-40% of the time

What's in it for you?????

We invest in and empower our team members with competitive compensation packages, well deserved time off and benefits to keep you and your family healthy!

The base salary range for this role is expected to be between $160,000 to $230,000 CAD based on the candidate's skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy.

Our compensation bands are based on various factors, including the labour market (as informed by our business stage and industry), job type and job level. Exact salary offers will be determined by factors such as the candidate's qualifications, experience, knowledge and skills.

If you have questions about compensation as we move through the process, we're happy to discuss further.

• Benefits depend on employment type (full-time, part-time, contract, etc).

Things to Note

Background checks - Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team. We focus strictly on global sanctions and criminal offences that are directly relevant to employment at Clariti, and follow all applicable privacy and human rights legislation.

Travel - Although we operate as a remote company, all roles are expected to participate in occasional travel for in-person company-wide or departmental meetings, typically 1-2 times per year. Additional travel requirements specific to the role, if any, will be outlined in the job description.

We're committed to building an inclusive culture where our team members can build relentlessly , learn constantly , have the freedom to communicate courageously and always act with integrity . It's the diversity of our team that helps us make better decisions, resulting in more reactive solutions and ultimately lead us to stronger paths. We're working to create a workplace and team that is as diverse as the communities we serve. We welcome and encourage candidates of all backgrounds to apply.

Questions? We are here to help

If you require accommodations in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in our hiring process for any reason, please direct your questions to and we'll be happy to support you.

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