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Implementation Team Lead

2 months ago

Brisbane, Queensland, Australia AXcelerate Full time

About the Role:

The Implementation Team Lead plays a critical role in ensuring the successful deployment of our best-in-class training management software within our customers' environments.

This role is pivotal in overseeing the Customer Onboarding Team and Technical Specialists (Data Migration and Web) to deliver key project milestones on time while maintaining exceptional customer satisfaction.

The ideal candidate will foster a culture of high performance and continuous improvement within the implementation team, ensuring that our customers receive a seamless and efficient onboarding experience.

Key Responsibilities:

  • Lead, mentor, and manage the Customer Onboarding Team and Technical Specialists (Data Migration and Web) to achieve project goals and deliverables.
  • Oversee the end-to-end implementation process for all customers, ensuring that projects are completed on time, within scope, and to the highest quality standards.
  • Drive customer satisfaction by ensuring a smooth transition to our platform, addressing issues, and continuously improving the onboarding process.
  • Identify areas for improvement within the implementation process and lead the effort to innovate and implement changes that enhance efficiency, effectiveness, and customer outcomes.
  • Foster a growth mindset within the team, encouraging creativity and adaptability.
  • Work closely with cross-functional teams, including Product, Sales, and Support, to ensure alignment on project objectives and deliverables.
  • Set clear performance expectations for team members, provide regular feedback, and support their professional development.
  • Identify potential risks and challenges during implementation and develop proactive solutions to mitigate them.
  • Monitor and report on the progress of implementation projects, providing regular updates to senior management.

Requirements:

  • Experience in a leadership role within a SaaS or technology company, focusing on implementation, onboarding, or customer success.
  • Strong understanding of data migration processes, SaaS platforms, and software implementation methodologies.
  • Proven ability to lead and motivate high-performing teams, with a track record of driving successful project outcomes.
  • Deep commitment to customer success, with experience in managing complex customer relationships and delivering high levels of customer satisfaction.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
  • Bachelor's degree in a related field (e.g., Information Technology, Business Management) or equivalent experience.

What We Offer:

  • A vibrant, supportive, and team-oriented culture, with regular team activities and social events.
  • A focus on professional development, with internal and external training and a personal $2000 professional development budget each year.
  • Access for you and your family to an Employee Assistance Program and resources.
  • Cashback offers and discounts on popular brands through our swag app.
  • Opportunities for career advancement, we nurture our talent and provide career pathways across the business.