Director, Client Success - Implementations

  • Remote
  • Full Time
  • Experienced

Director, Client Success - Implementations

At Arena Analytics, we believe that talent is equally distributed, but opportunity is not. Our goal is to rewire the labor market by applying predictive analytics, data science, and artificial intelligence to transform the way organizations identify, match, and hire people. Through our solutions, employers maximize retention by hiring people more likely to stay, improve performance by matching people to the right jobs, and reduce bias in the hiring process by leveraging our powerful AI model. We’re looking for passionate, collaborative, entrepreneurial people who care about building valuable solutions to fundamentally shift hiring practices for the better. 

Job Responsibilities:

Reporting to the Vice President, Client Success, this role will be responsible for partnering with our customers to ensure the on-boarding experience is seamless from initial kick-off through post go live. The Implementation team is directly responsible for customer satisfaction and time to value at the onset of our relationship. We’re looking for a Director of Implementations to build and execute successful on-boarding programs through partnership with our enterprise customers and internal stakeholders.  This role will own the implementation function and build a team as we scale the organization for continued customer growth.

Responsibilities include but are not limited to: 

  • Managing new client implementations, existing client service add-on implementations, and system integration projects. 
  • Representing client and user needs at the vital intersection between our external clients and internal key partners (sales, product and engineering).
  • Balancing competing client priorities, and nurturing trusting, long-term client relationships. 
  • Managing internal projects and continuous feedback loops to improve support throughout the implementation process.
  • Partner with sales and product to facilitate the hand off of new clients to the client success team, ensuring the implementation process is primed for success. 
  • Lead the implementations team while remaining actively involved in our sales efforts. 

Qualifications and Skills: 

  • Exceptional relationship management skills
  • Assertive and influential in your approach to business 
  • Expert in solving complex business problems with data
  • Driving results and outcomes
  • Confident and inspirational communicator
  • Resilient in a rapidly changing work environment
  • A bias toward working in a fast-paced environment that requires strong collaboration and time management
  • Demonstrated  ability to successfully engage with multiple high-revenue client projects simultaneously 
  • A client facing mindset that radiates enthusiasm, high energy, poise, confidence and professionalism
  • Demonstrated ability to listen carefully to truly understand client needs and concerns, then convey key information to appropriate internal partners
  • Executive level interpersonal, project management, communication and problem-solving skills

Work Hours and Benefits 

Arena is a remote friendly company, with a main office in Baltimore, MD for those who love an office environment, and the opportunity to work remotely in multiple states. We believe in work-life balance and want our full-time exempt employees to complete their work within a 40 hour work week. We offer a competitive salary and benefits, equity grant, 401K, PTO, and annual learning stipend.  

Education and Experience Requirements:

  • Prior leadership role in client success is preferred; client management experience is required
  • Vast experience in enterprise level software with a minimum of 7+ years in an implementations leadership role (HR Technology experience is a PLUS)
  • Experience in Data-driven roles, utilizing, creating and communicating information through reports and tools

EEO Statement

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

 

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