Director of Implementation

Do you have a track record of developing and leading implementation and training strategies and understand what it takes to create a seamless onboarding experience for new customers? Do you thrive in entrepreneurial and collaborative environments where you are supported in having a big vision and leading a team to accomplish great things?
If you enthusiastically answered YES to these questions, we would love to hear from you!
ABOUT THE COMPANY
WorkBright is a leading HR platform for onboarding, remote verification and the best Form I-9 solution in the world. We empower folks to get to work and streamline the hiring process. Our product catalog includes Onboarding, an ATS and a series of integrations.
Workbright is a Certified B Corp. We are held accountable to balancing our purpose and profit as we consider our impacts on all of our stakeholders from a social, environmental, and governance perspective. This is the gold standard for corporate and social responsibility. We are also proud to be in the from Outside Magazine!
WorkBright is a fully remote company and we are accepting applications from candidates located in the US, but give preference to candidates located in Colorado for this position.
THE ROLE
We are looking for a strategic, collaborative and process-minded individual to lead our Implementations and Training team. This individual must have a track record of successfully leading teams and building systems to support SaaS customers through implementation and training to achieve strong product adoption and customer satisfaction, while ensuring efficiencies to support our company's rapid scale.
This person will lead the Implementation and Training Team to drive strategies that ensure new customers are getting the most value from our solution as quickly as possible, while digging in and getting tactical where necessary to achieve department and company goals. They will be responsible for owning KPIs to include: time to first value, feature adoption, customer satisfaction and upsell budget during onboarding.
In addition to inspiring and leading a team, this person will need to be able to balance management duties with individual contributions while serving on the Director level leadership team.
The ideal candidate will have experience leading a collaborative implementation and training team who has been successful in driving significant product adoption and customer satisfaction for a B2B SaaS brand across the SMB and Enterprise space.
Who will be successful in this role?

• Someone that shares our core values.
• A great manager who cares about their employees as people first and can get the most out of them while leveraging their unique abilities.
• A person who is open to unique perspectives, prioritizes learning and sees the opportunity to improve everyday.
• Someone who is accountable for their outcomes and collaborative in establishing goals and KPIs.
• A strategic thinker and problem-solver who can overcome challenges on-the-fly.
• A team player who understands that building a great company is a team sport.

Responsibilities:

• Develop, optimize and manage implementation and training strategies to drive high product adoption and client satisfaction
• Architect implementation and training systems, processes and workflows across different platforms (ex: Salesforce, Vitally, Asana) to increase internal efficiency and efficacy while enhancing the customer experience
• Develop strategies aligned with different segments of customers (Transactional, SMB and Enterprise) to appropriately align with the needs of the customers and business
• Partner closely with Customer Success and Sales and ensure that the ideal customer journey is achieved
• Oversee our form build and consultation services including an in-house form management product
• Deliver weekly and monthly KPI reporting to the management team along with clear narrative and strategies for influencing those metrics
• Manage the Implementation & Training team through weekly 1:1s and regular touchpoints
• Design the future of the Implementation & Training department and hire the expanding team.
• Develop quarterly business reviews highlighting the team's success and learnings to be presented to the whole Company.
• Engage and contribute as a member of the Director level management team

Qualifications and Skills

• 5+ years of directly related experience in an implementation, training or client services role at a B2B SaaS Tech company (HR Tech is a plus)
• Experience leading enterprise implementations for B2B SaaS companies preferred
• 2+ years of direct leadership or management experience
• A proven track record of successfully leading teams to achieve strong product adoption and customer satisfaction
• A proven track record of mentoring and developing individuals to reach their highest potential
• Experience with Salesforce (strongly preferred) or CRM & Customer Success Automation Platforms
• Strong relationship building skills to work cross functionally to ensure a seamless transition and customer experience
• Organized with ability to prioritize tasks while maintaining attention to detail
• Passionate about customer experience and management of an awesome team
• Proven track record of developing happy people within their team
• Creative problem solver with a 'make-it-happen' attitude
• Motivated & results driven
• Exceptional written and verbal communication skills
• Fast learner - independently solve problems through research & hustle
• Experimental & Analytical - You love analyzing a process, trying new things, and measuring the results in search of ways to improve a process

WHAT WE OFFER YOU: COMPENSATION & BENEFITS

• Competitive salary. Salary range: $100k-120k with opportunity for performance based bonus.
• This is a full time, non-exempt position
• Opportunity to work at a BCorp!
• Unlimited vacation
• 1 extra paid day off to volunteer in your community each quarter
• Health and dental (with competitive employer coverage), life insurance, FSA with company match, 401K with company match, additional reimbursements including home office set up, personal, and professional development, and wellness
• The ability to work from wherever you want!

Travel Required:
WorkBright is a 100% remote company; however 5% travel may be required for various in-person meetings ranging from team meetings to staff functions.
At WorkBright, our core values are to be Ambitious Achievers, Thoughtful Listeners, Caring Peers, and Trusted Guides. We celebrate diversity and pride ourselves in fostering a productive, fun and positive company culture. We are proud to be an equal opportunity workplace and are an affirmative action employer.