About the role:


The FourKites platform offers a unique approach to tracking freight and managing exceptions - it
connects to ELD/GPS devices already installed in trucks to provide reliable location updates in real-
time. This role is responsible for Implementation, one of the most critical phases in a client’s life
cycle. We are looking for an experienced and driven Director, Implementation who is responsible for
applying expert knowledge of implementation and large project processes while providing strategic
direction to minimize time to first value for all customers.

As the Director, Implementation, you will manage a growing team and develop processes and
procedures for enterprise implementations.

Responsibilities:

  • Take proactive ownership of regional implementation health
  • Create scalable processes and definitive scope around implementation services
  • Implement systematic processes for tracking and reporting on implementation status
  • Maintain a highly skilled team of Implementation Managers and manage team allocation to
    maximize resources and output
  • Direct the activities of the implementation team to meet client needs and create successful
    partnerships
  • Lead team to complete process analysis, design/redesign of multiple workflows and processes to ensure that they are customer focused, consistent, effective and efficient and in compliance with FourKites standards
  • Develops and manages all deliverables needed for effective implementation to include but not limited to: detailed project plan/timeline, action log, meeting notes, process/procedures and forms documentation, etc.
  • Own execution of the roll-out within the allotted implementation timeframe
  • Full ownership and accountability of customer satisfaction and on-time delivery throughout the Implementation phase
  • Provide support to Account Executives & Sales Engineers during the Sales cycle
  • Ability to speak knowledgeably on all technical integration options available within implementation
  • Facilitate hand-off from Sales to Implementation
  • Connect regularly with all team members and provide strategic guidance, feedback on performance, and remediate as needed
  • Monitor the progress of each account at a deeper level
  • Ensure all metrics are accurate and up-to-date
  • Advocate customer needs/issues cross-departmentally
  • Understand and manage escalations efficiently and appropriately
  • First point of contact for all inquiries on project status from executive leadership
  • Recognize risks and puts remediation plans in place, interfaces directly with clients, escalates to exec level when needed
  • Partner with global teams on solutioning, process enforcement, and overall regional health

 Qualifications:

  • 15-18 years of experience working with global enterprise customers in software
    implementation or Project Management type role at a SaaS company
  • 7-10 years experience in a supervisory or managerial role; People leadership of direct and
    indirect reports
  • Bachelor’s degree; knowledge of logistics is highly desirable
  • Previous experience as a Manager, Implementation for enterprise software
  • Proven track record of successful implementation with enterprise clients
  • Highly developed project management skills
  • Ability to influence and guide clients through complex implementations
  • Strong leadership skills; ability to lead group of diverse individuals in a high-performance
    team
  • Demonstrated presentation and client facing skills
  • Superior presentation skills; experience with presenting to C-level Executives
  • Experience in client services/operational roles and ability to effectively counsel clients and internal business partners
  • Analytical skills to determine root causes and develop solutions
  • Understanding of sales, marketing, client relations roles and their interdependence
  • Demonstrated ability to adapt to a fast paced and changing technical environment
  • Self-starter, seeks out challenges
  • Flexible

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