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Director of Implementation and Training
2 months ago
About the Opportunity
Xplor is seeking a highly skilled and experienced Director of Implementation and Training to join our Education Vertical team. As a key member of our leadership team, you will be responsible for driving the growth of our company by nurturing new and migrating customers through the onboarding process, ensuring a seamless experience and laying the foundation for upsell/cross-sell of additional products and long-term satisfaction and retention.
Key Responsibilities
- Lead the Implementation and Training teams to ensure that all tasks meet internal and customer expectations of quality and timeliness.
- Collaborate with relevant business partners to develop and maintain processes and activities needed to integrate our product with required solutions.
- Manage and lead the training team to ensure that revenue targets are met, and training is a larger part of the commercial motion.
- Ensure that project/department milestones/goals are met and adhering to approved budgets.
- Manage the offboarding group to develop processes and tools focused on ensuring accuracy of when billing should cease.
- Ensure that billing is in alignment with onboarding and offboarding.
- Interpret contracts for accuracy.
- Coordinate with team to review external customer's product demands, develop project plans, and ensure that implementations are completed on time and meet client expectations.
- Collaborate with Commercial team to ensure team members have appropriate documentation, training, software, and other tools needed to effectively and efficiently respond to customers and retain information needed for internal use.
- Work with senior management to provide activity reports and metrics around project and department performance.
Requirements
- Experience at a growing SaaS company with revenues $20m.
- Several years of experience leading and growing an implementation and training organization.
- History of building process-driven teams with a mix of existing and new talent.
- Experience in creating KPIs, building reports, forecasting, and performance management.
- Passionate about having fun, developing talent, motivating teams, and building a world-class implementation and training organization.
- Financial Astuteness: Demonstrates broad understanding of financial management principles to direct organizational actions, identifies cost-effective approaches.
- Fosters an environment that encourages fiscal responsibility and works towards achieving EBITDA and net revenue targets.
- Business Acumen: Recognizes current and future resource needs based on organizational goals, priorities, competing resource needs across initiatives, and budget realities.
- Identifies potential risks and develops, plans, and implements measures to avoid, mitigate, or minimize risk.
- Acting with Empathy and Compassion: Affirms the value of a culture where people feel safe to share their thoughts and emotions, especially in challenging times.
About Xplor
Xplor is a global platform combining SaaS with embedded payments and tools to help businesses grow and succeed. We offer software solutions in fast-growing 'everyday life' verticals: Education, Fitness & Wellbeing, Field Services, and Personal Services – and a global, cloud-based payments processing platform.
Xplor Technologies serves over 106,000 customers that processed over $37 billion in payments, operating across 20 markets in 2023.
