Director, SaaS Implementation Service Delivery

2 months ago

Remote, Oregon, United States Applied Systems Full time

Job Overview
Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for a highly motivated, skilled, and experienced Director, SaaS Implementation Service Delivery to join the Activation Services team. This role will have the critical responsibility of assessing business processes and customer feedback related to implementation, onboarding, and data consolidation efforts, particularly for the Enterprise customer segment at Applied. Upon completion of a thorough assessment, you will be responsible for collaborating with business leaders from across the Customer Experience organization to develop and implement customer-centric solutions, whilst fostering a culture of customer obsession across the organization.
You will have a transformational role, driving change in both customer onboarding and internal project management. Your engagement will involve stakeholder interaction, data analysis, and the delivery of Enterprise implementation services. Reporting to the VP of Activation Services, you'll play a crucial part in "leveling up" our presentation to our largest customers. This pivotal role is geared toward individuals passionate about customer centricity, strategic planning, and organizational development.
What You'll Do

  • Perform initial and ongoing assessments of customer engagement strategy, with a particular focus on Enterprise customer segment
  • Collaborate with business leaders on customer journey mapping and process improvements
  • Conduct detailed needs analysis and gap assessments to identify areas for improvement and provide recommendations for optimizing processes and workflows using our SaaS solutions
  • Collaborate with cross-functional teams to identify customer pain points, prioritize opportunities for improvement, and develop customer-centric solutions
  • Build a culture of customer obsession, including training programs, tools, and processes to ensure a customer-first mindset, particularly within the segments of the team that deliver to Enterprise customers
  • Partner with Services Operations team on reports and dashboards to track customer experience metrics and communicate progress to key stakeholders
  • Play the role of mentor to customer experience professionals across various organizational lines, providing guidance and support to achieve organizational goals
  • Maintain a deep understanding of customer needs, industry trends, and emerging technologies related to SaaS onboarding and customer success and share knowledge with the team.

What You'll Need to Succeed
We're looking for someone who:

  • Can work remotely or from an Applied Systems office
  • Ability to travel

Your experience should include some or all of the following:

  • Seven or more years of experience in customer onboarding, paid consulting, and/or customer transformation roles, utilizing customer onboarding tools and platforms.
  • Demonstrated experience in managing change and driving business transformation, with a focus on optimizing processes, systems, and tools through customer journey mapping, customer feedback programs, and process improvement methodologies.
  • Experience leading and building teams, particularly in a remote environment.
  • Experience with integrations and assimilation into teams/processes is a plus.
  • Strong project management, influential leadership, analytical and interpersonal skills.
  • Knowledge of customer onboarding trends, best practices, and emerging technologies (such as artificial intelligence).
  • Bachelor's degree Bachelor's degree in Business or a related field
  • We proudly support and encourage people with military experience, as well as military spouses, to apply

Additionally, you may have:

  • Experience with JIRA/Confluence or similar project management tools
  • Strong analytical and quantitative skills
  • Insurance industry exposure

What You'll Gain
Benefits from Day One

  • Health insurance plans, dental, and vision
  • Wellness incentives
  • 401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

  • Competitive paid vacation time and a free day for your birthday
  • Personal/sick time
  • Paid holidays
  • Flex Time
  • Paid parental leave (U.S. candidates)
  • Volunteer time off

Empowering Career Growth and Success - We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.
What We Value
We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation, and military status.
Who We Are
Applied Systems is the leading global provider of cloud-based software that powers the business of insurance. Recognized as a pioneer in insurance automation and the innovation leader, Applied is the world's largest agency and brokerage management systems provider, serving customers throughout the United States, Canada, the Republic of Ireland, and the United Kingdom. By automating the insurance lifecycle, Applied's people and products enable millions of people worldwide to safeguard and protect what matters most.
For 40 years, Applied Systems has led an industry we helped to create with a mission to continuously improve the business of insurance. From partnerships, acquisitions, and insurance innovation initiatives, Applied has focused on efforts to be the indispensable partner in our industry. .
It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit for more information on how you can challenge what's possible.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.

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