Full-Time Senior Director of Implementation

Who is Aiwyn and what do we do?Aiwyn is the fastest-growing software company serving the accounting profession. Founded in 2020, we now work with 100+ of the largest CPA firms in the world. Our “Job to be done”: speed up cash flow, save Partner time, & deliver best-in-class client experiences. We do this by automating day-to-day firm operations with our Practice Automation solutions. Aiwyn is led by serial entrepreneurs with multiple exits and funded by a Top 10 fintech VC.

This role: As the Senior Director of Implementation, you will lead the implementation team as a player-coach. You will be responsible for our clients’ implementation success in a timely manner while ensuring our clients have an incredible customer experience. You will collaborate closely with cross-functional teams and leaders, including sales, customer success, support and product development, to deliver seamless and customized implementations that exceed client expectations. In this role you will lead, mentor, inspire and promote a high-performing client centric team that thrives on exceeding client expectations.

Key Responsibilities:

• Responsible for team members to manage projects effectively and identify critical dependencies throughout the implementation process.
• Ensure team members are embracing and routinely updating our project management tool for visibility and transparency to each project and proactively communicating updates as the primary contact for clients.
• Continuously refine our internal playbook and repeatable processes to streamline client onboarding for the implementation and testing of Aiwyn’s solutions.
• Oversee the onboarding and training process for hiring Implementation team members as we grow our team to 6-10 team members.
• As a player coach, you will lead end-to-end implementation processes for new clients, ensuring a smooth transition from sales to go live.
• Work closely with clients to understand their specific needs and configure the SaaS platform to meet those requirements.
• Conduct testing and training sessions for clients to ensure they fully understand the features and capabilities of the SaaS solution.
• Monitor project quality, team capacity, timeline, risk, and performance of each project and team member.
• Work closely with sales to understand client requirements and develop tailored implementation plans.
• Collaborate with internal teams to address any roadblocks, ensure timely project delivery and effectively manage escalations when needed.

The ideal candidate:

• Obsesses over the customer experience
• Becomes curious when things don’t work as expected
• Runs towards challenges, not away from them
• Relentlessly pursues excellence for the customer, the company, and our team
• Has the courage to speak up when they disagree or have a better idea
• Builds trust with direct teammates, members of other teams, and our customers by seamlessly blending execution, empathy, and transparency
• Balances taking ownership over their realm by being open to feedback and new ideas

Qualifications:

• Proven experience of 7+ years within an early stage or growth company implementing and leading a team for SaaS solutions, preferably in the tax and accounting or related industry.
• Strong project management skills with the ability to manage and oversee a team with multiple implementations concurrently.
• Excellent problem-solving, communication, and interpersonal skills with internal and external team members of all levels.
• Understanding of integrations between SaaS and software platforms.
• Knowledge of tax and accounting processes is a plus.
• The ability to travel occasionally for onsite Company meetings

Preferred:

• Working in the accounting firm industry
• Experience with Monday.com Work Management Software
• Working with Hubspot, Zendesk and Jira

What is the last date for applying to the job?

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