Director Software Implementation

4 weeks ago

Northbrook, United States UL Solutions Full time
Job Description

The Director leads the global software implementation function for the Software and Advisory business. This role sets the overall vision and strategic plan for the function implementing multiple large and complex software products for customers, collaborating with our internal and external stakeholders, providing a positive customer experience, and enabling double-digit profitable growth for the business to meet both top line and bottom line expectations. Works proactively with their team and the commercial and product organization to improve the performance of the company and optimize the use of its products and services.

Responsibilities

  • Develop the vision and strategic plan for the global Software Implementation function across S&A.
  • Reduce churn through delivering customer delight with each product implementation and support new business growth through greater advocacy.
  • Assume top and bottom-line responsibility with the right mix of internal implementation teams and partners.
  • Build a high-performing implementation organization and appropriate infrastructure.
  • Establish implementation partners to supplement internal capability in meeting customers' requirements for all products and solutions.
  • Work closely with the sales leadership and Regional Directors to align on strategies, sales forecasting, implementation/delivery capacity and capability, and account opportunities (i.e., opportunities and risks) to support business growth.
  • Partner with COU leadership to solve complex customer and implementation challenges.
  • Build and lead a culture of continuous improvement based on client metrics and business KPIs.
  • Manage the performance of direct reports.
  • Set and meet specific quarterly or annual implementation/delivery goals. Establish processes and systems to monitor and report progress to the CEO, senior team, and board.
  • Coordinate work efforts across all implementation teams (customers org & stakeholders, internal sales, marketing and support leaders) and ensure alignment with scope, budget, timeline and quality expectations.
  • Provide assistance to the Sales Teams with the review/development of client solutions and attend Sales pitches, when necessary, to support the Sales process and present the Implementation approach that will ensure target deliverables and milestones are achieved for customers.
  • Engage with senior leaders at customers on large projects or with strategic customers ensuring implementation strategy and experience are best in class.
  • Understand client ask for initial purchase and post-sale satisfaction and potential ongoing needs.
  • Drive consistency, simplification, and standardization of multiple processes and software solutions for customers across the team.
  • Oversee development of client implementation guides, service descriptions and best practice documentation for clients and internal teams to use during the implementation process & post-implementation support.
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement and implementation approaches based on customer segmentation, product and solution complexity (pre and post implementation)
  • Establish KPIs & metrics and drive operational practices to track performance of teams and individuals.
  • Optimize time to value for clients to reduce churn, drive business growth and consistently maintain reasonable timelines based on complexity of implementation.
  • Establish centers of excellence globally with regional differences if necessary
  • Communicate trends, customer feedback for product improvements, and revenue growth opportunities to relevant stakeholders.
  • Ensure there is a regular training program in place for both staff and customers and troubleshooting any gaps in delivery and efficiency.
Qualifications
  • Four-year university degree (equivalent to bachelor's degree) in Business, Engineering, or a related discipline plus 8 years of experience in SaaS implementation management experience,
  • Master's degree preferred.
  • Generally, 8 years of general global management experience in fast-paced manufacturing, investing, banking or engineering sectors or similar technology-based industries and services.
  • Experienced leader in Software, Consulting, Digital and Technical business are required.
  • Experience with web-based delivery products, hardware and software.
  • Strong knowledge of Professional/Client Services, consultative and support strategies.
  • Proven strong commercial skills, engaging with customers and industry.
  • Innovative and entrepreneurial; ability to develop, implement and support strategies.
  • Business and financial acumen
  • Analytical and problem-solving skills
  • Ability to interact with customers throughout all levels of their organization which include highly visible activities such as presenting, strategy development and complex implementations.
  • Track record of building strong people/teams
  • Ability to work and lead in a matrixed organizational structure.
  • Global experience (culture, market, business practices, etc.)
  • Visionary, strategic thinker who leads the change in the market.
  • Able to partner and lead partnerships across global, matrixed, and cross-functional divisions/teams.
  • Able to engage employees across all levels and backgrounds.
  • Able to adapt and serve as change agent.


About Us

A global leader in applied safety science, UL Solutions transforms safety, security, and sustainability challenges into opportunities for customers in more than 100 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth.

The UL Certification Marks serve as a recognized symbol of trust in our customers' products and reflect an unwavering commitment to advancing our safety mission.

We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future.

From the adoption of electrification to the enablement of 5G and new mobility, we collectively look toward new frontiers, working for a safer world. Our science is your advantage.

Mission: Working for a safer world

About the Team

We solve our customers' problems. Within Software & Advisory (S&A) services, UL Solutions' Supply Chain Insights business helps our customers comply with regulatory and customer requirements and enable the development of more sustainable products and the commercialization of those products throughout the most complex, global supply chains. To accomplish this, we serve as the trusted intermediary that facilitates the transfer of data throughout all nodes of the supply chain while protecting confidential business information.

Our solutions provide intelligence and insights to industry professionals in all stages of the product life cycle - from innovation to market entry to product disposal. Customers rely on our global compliance expertise, data and advanced software solutions to help them enhance safety, increase productivity, reduce costs and strengthen their brands.

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