Director of Implementation and Professional Services

Waterloo, Ontario
Professional Services /
Full-time /
RouteThis is a Waterloo-based B2B SaaS whose time has come to level up! We’re on a mission to intelligently automate customer support services with market leading software solutions that keep the modern, WIFI connected homes of the future optimized. RouteThis products are changing the world of technical support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.       

We are looking for a Director of Implementation and Professional Services, reporting to the CEO to lead our Professional Services team, including managing a team and building the process required to quickly deploy RouteThis products to our customers in a manner that delivers strong customer satisfaction and ROI. 

We care deeply about our technology, resolving customer pain points, and getting stuff done fast and are looking for people who share these values and are ready to execute against them every day.

In this role you will: 

Manage and coordinate cross functional teams in order to deploy RouteThis products to our customers in a way that drives high satisfaction + ROI
• Drive the embedding and adoption of RouteThis products into large front line teams at RouteThis customers
• Build and design implementation programs which achieve adoption, ROI and NPS goals for our clients
• Partner closely with the sales organization to design programs which together with our product will be able to solve complex business problems for our clients (include bespoke services for our largest enterprise clients)
• Work with other teams to secure and manage internal resources to hard timelines/deliverables
• Manage scope and ensure impacts of proposed scope changes are understood by both internal and external teams
• Design and implement a reporting framework, able accurately measure the success of all on going launches

Create and refresh internal process for launching RouteThis products within customer accounts
Create/design effective self-help deployment programs which drive high consumer adoption/uptake
• Create/design effective support agent training programs which drive high end-user adoption/uptake across a variety of mediums including: instructor led, train the trainer and courseware. 
• Bring change management best practices to our deployment programs able to secure effective buy-in of large front line support teams.

Executive escalation point for all launch issues
Interface with executive sponsors in customer accounts
Deeply understand the complex challenges of enterprise executives, and effectively communicate the path to solving them with RouteThis 
Develop creative solutions to complex launch issues and drive buy in both internally and externally
Lead Recovery planning for launches which are not delivering the intended value

Manage the Professional Services team
• Recruit and retain a team of Client Engagement Managers and Technical Solution Managers.
• Provide regular coaching and development to the PS team
• Manage the overall budget for the Professional Services organization.

What you bring to the table:

    • 10+ years of experience in professional services, customer success or similar function, 5+ years of experience in a leadership role
    • Exceptional communication skills - able to communicate complex concepts in a simple manner to executive buyers, external and internal stakeholders  Process oriented - able to critically look at implementation challenges and design processes and programs which systematically improve implementation/launch success. 
    • Enterprise Experience - experience working with large enterprise clients and coaching a team to effectively navigate/influence change in their customer’s organizations to ensure successful deployment of software solutions. 
    • Software/Change Management - Experience deploying software tools to large customer support/call center operations and driving effective change management process including securing the buy-in of large front line organizations (from 20 - 5,000+ employees)
    • Quantifying ROI - Experience working closely with a cross functional team of CSMs/AEs/SEs to quantify the value/ROI being delivered by software tools (experience working with call center data)
    • Resource Planning - Able to understand and forecast the impacts of changes to scope and process when deploying software into a customer account
    • Recruitment - Able to attract and retain top professional services talent
    • Lives RouteThis values and be a role model of : Customer First, Innovate, One Team and Own It!   
Who we are: 
RouteThis is a SaaS technology company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve customers’ issues -- or help customer to solve it themselves before even needing to call.

We are headquartered in the Waterloo Region and our customers are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis!

Why RouteThis?
Opportunity: As a rapidly evolving startup, we are constantly facing new challenges and opportunities, while working with us, you can jumpstart and shape your career.
Team: At RouteThis you will be working on a highly-motivated team, each team member has been carefully selected to ensure there is a fit with our values of One Team, Customer First, Innovate and Own It.  
Fun: We believe that work should be fun and engaging. We host social events both in person and virtual. 
Total Rewards: We offer a total compensation package that includes competitive salaries, stock options, extended long weekends, and a comprehensive benefits package.
Location: Located in the “Silicon Valley of the North” we are proud members of the Waterloo-region in downtown Kitchener.   We offer flexible work arrangements including hybrid and remote options across Canada.

Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.