Director of Industrial SaaS Implementations

4 days ago

Pittsburgh, United States Rewyndr Full time

Rewyndr is a future-forward B2B SaaS tech startup fundamentally shifting paradigms on how industrials (including field services) get work done by helping them “Digitize the Doing”, and is seeking a customer-centric entrepreneurial tech-savvy leader for managing and executing all aspects of our implementations and people associated with the same. Our company growth is at the tops of our industry in several respects, and the additional growth opportunities are second to none.


If you’re as driven as we are to empower our customers humans to more safely succeed in challenging and dangerous environments, join us  We’re building the company we’ve always wanted to work for, where people are encouraged to operate and feel recognized in their strengths, while engaging in creating meaningful societal impact for the many makers and frontline workers globally.  You’ll be working in a dynamic and supportive environment, with some other really bright solution oriented people, and you’ll be helping transform entire industries to reshape how the world ‘works’ for the better.


Position Summary:

The Industrial SaaS Implementations Director will have a proven track record of designing, performing and managing others in Industrial B2B settings across multiple sectors including several of Heavy Industrial, Specialty Manufacturing, OEM, Automotive, Metals, Oil & Gas, Utilities, and Construction.  This key role will directly support customers by helping them understand the business value as a trusted partner, drive discovery, and build consensus for adoption of our SaaS platform via learning customer goals and providing business case drivers and project management assistance on how to achieve desired outcomes.  Reporting directly to the Chief Operations Officer, and consulting with sales, they will manage the entire implementation process and customer success experience from sales engineering through successful active users that renew, while consistently meeting agreed success goals for this position.  


We’re looking for an influential generative values-based individual who is driven to ensure successful outcomes with a customer-first project management mentality while remaining focused on delivering desired value to our client’s businesses. 


Key Responsibilities:

  • Empower customer stakeholders while onboarding new frontline users to enable all parties to generatively benefit from Rewyndr’s solutions, acting as a trusted advisor and authority to secure agreement and help them meet major adoption milestones.
  • Expand usage and continually improve implementations, and establish / support respective customer Center of Excellence for self-governance, by developing operational best practices, domain expertise, and producing the best-in-class quality solutions for resultant high NPS.
  • Collaborate with executive leadership to align implementation goals with the company’s broader mission, and thus empower customer value increases leading to better NRR & ARPA.
  • Anticipate and plan resource, staffing, and budgetary needs to achieve strategic objectives
  • Extract via discovery, establish and track key performance indicators (KPIs) to measure success within the organization’s management system, and consultatively improve via customer QBRs
  • Apply proven manufacturing and/or field services best practices and experience to the SaaS platform for successful onboarding and deployment 


Day-to-Day Responsibilities:

  • Create user journey roadmaps and templates for scaling onboarding / adoption across industries
  • Consult with customers to jointly establish goals and metrics used to evaluate progress to ensure maximum success against mutually agreed KPIs for customized business case
  • Be the voice of the customer (VOC)r; Provide feedback and guidance on improvements to internal teams in a timely manner, advocating for the value of the customer-demands to enable prioritization; Develop and sponsor a VOC program for insights and improvements
  • Ownership of renewal / client retention quota and other key metrics (eg NPS, NRR, MAU, Support Costs, CSAT, Booked / Live, Ticket / Customer, Customer Sentiment, etc).
  • Identify upsell and cross-sell internal opportunities for additional product applications
  • Create and foster a community of internal Rewyndr champions for each customer
  • Create and manage Rewyndr channel partner implementation processes (including authoring and control plans), requests, best practices; Develop and maintain self-service onboarding mat’l
  • Enrich customer communities via virtual and in-person training / onboarding / learning sessions
  • Partner with Marketing on client success stories and use case libraries
  • Partner with Product by providing insight into customer requests and features
  • Train the trainers: make our internal champions super users of our platform so they can enable their internal colleagues to take full advantage of what Rewyndr can offer
  • Plan and host Webinars to train at scale and expand account users
  • Source and manage a team of 2-3 Customer Success Implementation Manager (CSIM) reports in the next 18-24 months to equip and sustain growth
  • Ability to successfully work-from-home but also travel to customer-sites to ensure a proactive, in-person, and customer-focused experience


Qualifications & Skills:

  • Minimum of a Bachelor's degree required (industrial related degrees preferred)
  • At least 4+ years of Industrial-related SaaS implementation experience required
  • 8+ years experience in Operational Technology roles in Heavy Industrial, Manufacturing, OEM, Automotive, Metals, Oil & Gas, Utilities, and/or Construction industries highly preferred
  • 2-4 years of building and managing high-performing teams preferred
  • Experience, aptitude, excitement and comfort working in a B2B startup preferred
  • Background and reference checks required
  • Ability to understand and relate to industrial customer business requirements and assess the benefits & timeframes of deploying technology in a measurable manner
  • Strong industrial / manufacturing / field services background related to operations / process improvement / training and project management
  • Experience with workflow optimization such as Lean Six Sigma, PDCA and Total Quality 
  • Well versed in SasS, cloud-based OT/IT, mobile technologies and how they are used 
  • Validated success in post-sales adoption of SaaS offers to market
  • Strong organizational and project development / oversight skills, interpersonal and presentation skills that can bring customer value and business impact together
  • Versatility in B2B enterprise technology and SaaS solutions for medium to large enterprises
  • Excellent communication skills and exceptional at listening to customer needs / goals. Negotiation and influence without authority experience are highly desirable
  • Ability to navigate and communicate well at different hierarchy levels (C-suite, Directors, supervisors, managers and shop floor workers) 

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