Senior Director of Implementation Services

For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses.
With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most.
It’s how business gets done.
Who is ECI? At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners.
But ECI doesn’t simply deliver amazing software solutions; we also have an award-winning company culture.
• We offer competitive benefits focused on employee well-being, including paid volunteer time off! • We have been named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.
• We have received international recognition for our high levels of employee engagement through Certification as a Great Place to Work six years in a row.
• Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie®).
Come join a worldwide team with a strong culture of inclusion, professional development, and collaboration.
To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position.
Applications without a resume will not be considered.
ECI is seeking a highly motivated, dynamic, and results-oriented senior leader with a passion for customer success to join our Global Professional Services (GPS) team as the Senior Director of Implementation Services for our Deacom ERP solution.
The Sr.
Director of Implementation Services will lead a dynamic team of Implementation Consulting and Project Managers supporting our Deacom ERP system and various implementation projects to deliver effective services that meet customer needs, adhere to schedules, and operate within budgetary constraints.
The Sr Director of Implementation Services will provide leadership, mentorship, and support towards a high-quality implementation experience.
This position will be responsible for reducing time-to-value, driving billable utilization, increasing CSAT, managing P&L, enhancing customer relationships, and being a strong communication bridge between all functional and cross-functional teams.
Working at ECI is an opportunity to work in an established growing company and fast-paced work environment that provides challenging, creative, and interesting work as part of a professional team.
This is a permanent full-time position that can be based remotely in North America, or in one of our US offices in Minneapolis, MN, Latham, NY, Provo, UT, Cincinnati, CO, Westlake, TX or Mt.
Laurel, NJ and you must be legally allowed to work in the US.
Responsibilities: • Develop and execute strategy and plan to ensure the successful implementation of services and consulting for the organization • Oversee and execute process improvements and the development of policies, procedures, methods, and tools in support of delivery • Mentor and coach a team of high performing Implementation Consulting and Project Management Managers • Ensure that projects and deliverables are completed on-time and within budget, and at a high level of customer satisfaction • Be accountable for and report on staffing, utilization, project health, and financial performance for Senior Professional Services Leadership • Responsible for budgets and schedules of resources required to meet key objectives such as quality, capacity, utilization, and revenue targets • Identify cross-training opportunities within product teams and build synergies • Monitor performance of teams and provide timely feedback and development assistance • Forecast the business revenue on a weekly, monthly, quarterly, and annual basis • Drive and enable the team to achieve their annual revenue and utilization targets • Develop Implementation tools and templates leveraging proven project management methodologies and best practices driving efficiencies, quality, and speed to market • Work with customer stakeholders as the escalation point and representative of the ECI Professional Services team for the Deacom ERP.
• Escalate potential risks to project success and help to work through potential solutions • Partner with the Sales team to educate on the services available and coach through positioning and selling of services • Collaborate with Sales and Sales Operations as needed to assist with project estimates and customer inquires • Helps with customer disputes and Account Receivables (outstanding collections) • Responsible for team management, including hiring, training, performance management and engagement Knowledge, Skills, Ability, Education and Experience: • Bachelor’s degree in business, accounting, finance, management, computer information systems, or a related field • Seven (7) years of leadership and management experience in Professional Services, preferably within a SaaS model • Experience in Manufacturing and Supply Chain industries preferred • Experience collaborating with international teams and remote team members • Excellent verbal and written communication skills • Strong interpersonal skills • Background and expertise in building out new service capabilities to accommodate growth, scale and global reach • Solid financial acumen and experience in managing budgets effectively • Demonstrated ability to prioritize and manage workflow to meet deadlines • Ability to adapt to change and proactively take charge of tasks and priorities • Proficient in using Microsoft Office Suite and related software • Deep expertise in building teams, scalable processes, and metrics-based management to achieve organizational and departmental goals • An ability to use data to analyze results and make data-informed decisions • An ability to operate in a matrix organizational structure • A proactive approach to problem-solving and a commitment to delivering high-quality results • Understand common industry business practices in manufacturing, operations, distribution, and finance • Experience with Financial Force or another PSA software preferred #LI-REMOTE #LI-AS1 In addition to our competitive salary and award winning culture, we offer an excellent benefit package.
We even offer our employees a day off to serve their community! Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.