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Director of Service Delivery (Charlotte, US)

Passport

About the Role:

As the Director of Service Delivery at Passport, you will be at the center of all things that allow us to plan for and launch products for our new and existing customers, and you’ll do this in our incredibly fast-paced, exciting, and constantly changing environment. Your teams will be engaged during the sales process to engage with clients, understand their needs, and engineer solutions designed to meet their increasingly complex needs. Transitioning into post-sales, you will lead the team responsible for launching our products and onboarding our new clients onto our SaaS platform. You will lead a team of project managers and implementation consultants to exceed client expectations around quality, speed, and accuracy. As such, you will be at the heart of delivering on our client experience, revenue attainment, and growth objectives. You and your teams will juggle multiple projects at once while partnering closely with Client Success, Engineering, Product, Marketing, and Sales teams. You will have a special focus on managing the projects for our largest clients to ensure seamless handoffs between solution design and solution delivery. You’ll ensure strong relationships with our clients, starting within the sales process, through handoff into solution implementation, and into their transition to our Support organization.

Responsibilities:

  • Working across teams to ensure appropriate project resourcing and planning, so that projects are delivered on time and on budget, are high quality, and exceed client expectations
  • Leading and inspiring a team of project managers and implementation consultants to deliver against multiple concurrent (and sometimes competing!) projects
  • Leading and developing a team of solutions engineers to consultatively engage with our largest and most complex clients, to document requirements and workflows, craft end-to-end solutions inclusive of Passport’s SaaS products, professional services, and 3rd party vendor integrations
  • Creating and providing regular reporting against key performance indicators (e.g. metrics for customer satisfaction, implementation efficiency, team capacity / demand forecasts) and leveraging data from sales engagements and implementations to provide insights to the broader team about client and customer challenges; escalating key trends as necessary
  • Ensuring your teams are deeply versed on concepts, terms, and work requirements within the parking & transportation industry, as well as subject matter experts on Passports SaaS products and professional services
  • Using data to create effective business cases for investment into scaling team growth, or for software solutions to improve team efficiency or the overall client experience
  • Understanding solution design and implementation complexities and working across Passport with your counterparts to streamline processes, simplify and improve the client experience, and reduce implementation timelines and costs
  • Coaching and developing your team to successfully predict project challenges and appropriately navigate internal/external barriers to deliver projects successfully; establishing a culture of excellence in client delivery
  • Understanding stakeholder goals/project requirements and communicating effectively with all stakeholders (including external customers and internal teams such as Sales, Client Success, Product, Support, and Development) throughout full project lifecycle
  • Managing projects end-to-end for our largest, highest visibility, and most complex clients
  • Oversight of Passport’s revenue recognition pipeline and ownership of 90+ day views into revenue recognition forecasts based on implementation capacity planning
  • Acting as the escalation point for all project challenges; appropriately navigating through those challenges with a sense of urgency, sensitivity to client needs, and balancing the internal constraints
  • Operating with a continuous improvement mindset
  • Making tough decisions “on the fly”, with guidance as needed, as you manage client relationships and internal stakeholders
  • Creating appropriate reporting to ensure smooth operations

Qualifications:

  • At least 10 years of professional experience, and significant experience managing projects and leading teams
  • Previous experience scaling a group or team (both in staffing and process) is a necessity
  • 5+ years experience in working with SaaS software environment in a sales / solution engineer or implementation role
  • 5+ years leading and managing a team; remote management experience a strong plus
  • Experience effectively communicating with C-level client or equivalent client contacts
  • Vendor management experience, including price negotiation and service delivery oversight
  • Superior resource, planning, and time management skills
  • Excellent organizational and communication (written, verbal, and listening) skills
  • Strong but diplomatic negotiator
  • Keen attention to detail
  • Bachelor’s degree is required, graduate degree is a plus
  • PMP certification is ideal
  • SaaS company sales / solution engineering or implementation experience required

About You:

Simply put, you have it all together - people enjoy working with you, your team respects you, your clients are regularly impressed by you, and you can juggle it all. You know the ins and outs of project management, but you also take tremendous pride in fully understanding the businesses you support. You are not afraid of challenging situations, and know how to navigate carefully during challenging client conversations. You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher for both you and your team. You always hit your deadlines. You have a propensity towards continuous improvement and love to figure out the scalable solution. You thrive in a constantly changing, fast-paced environment. You can balance short and long term objectives. You own the details. You are always thinking a few steps ahead. You can multitask between multiple complex projects while also fighting daily fires. You love working with teams. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening.

You read the books, you’ve followed the blogs, and as someone committed to striving for the best, you’re excited to contribute to Passport’s amazing growth goals by leading the project management and implementation teams.

About Us:

Passport sets cities in motion, helping to create more livable, equitable communities. Based in Charlotte, North Carolina, Passport is a transportation software company, delivering the operating system that enables cities to manage vehicle interactions with streets and sidewalks. With Passport, city leaders increase convenience, efficiency and compliance today and tomorrow. Trusted by more than 1,200 cities, universities and agencies, including Chicago, Toronto, Los Angeles, and Miami, Passport is one of the fastest-growing companies on the Inc. 5000 and Deloitte Technology Fast 500 lists, and was named to Fast Company’s World’s Most Innovative Companies for 2020.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

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