VP of Customer Support and Success - Washington DC, United States - AINS LLC DBA OPEXUS

Description

Join the OPEXUS Implementation and ensure the successful configurations and onboarding of our customers.

The VP of Implementation leads multiple software implementation teams across simultaneous customer engagements and is responsible for building and maintaining a team having the right mix of skill sets to meet our growing needs.

This role reports to the Chief Customer Officer and oversees all aspects of the software implementation and onboarding process, including resource management, project management, software configuration, risk management, continuous improvement, KPI accountability and customer satisfaction based on the quality of the implementation service delivered.

If you are a motivated, detail-oriented, and passionate senior professional, and you would enjoy working within a larger development organization which can support your continued grown and evolution, we encourage you to apply for this exciting opportunity.

We offer competitive salary packages, flexible working hours, and a friendly work environment that promotes creativity, innovation, and growth.

Washington, DC with Hybrid Telework Available

Transform service delivery operations to be predictable, scalable, and aligned with COTS application inclusions through process development, contractual compliance and behavioral change.

Manage resource allocation by establishing a skills matrix of team members and then ensuring that each person has workloads aligned with operational targets managed to a functional budget for all areas of ownership.

Cultivate positive and productive cross-functional collaboration to ensure alignment and growth with Sales, Product Management, Customer Success and other key partners.

Relentlessly manage with metrics and make data-driven decisions and improvements and provide insights to inform leadership and board on implementation KPIs and context.

Instrument tools and capabilities to advance operations, including project management, customer satisfaction feedback and customer journey tracking.
Provide coaching and performance feedback through one-on-one meetings, staff meetings and other communication as appropriate.
Keep abreast of industry trends and best practices, market data and new product rollouts.

Live OPEXUS core values, team norms and foster an inclusive culture by promoting diversity of thought internally and externally, while modeling smart and healthy leadership practices.

Mentor new and junior employees to cultivate employee experience and growth opportunities.

7+ years of progressive implementation/SaaS professional services delivery, including direct supervisory experience required.
~ Knowledge of SaaS technology practices, private equity experience strongly preferred.
~ Must commit to a hybrid-office setting and be in the office a minimum of two days per week.
~ Experience using industry-standard and company-specific metrics, project-management systems, and financial systems to provide accountability and transparency.
~ With more than 30 years of experience supporting public institutions, OPEXUS is the leader in FedRAMP-certified government process management software, bringing operational excellence to governments' middle office so agencies can focus on the critical work of mission delivery.
C. enables our team to work hand-in-hand with our customer community to deliver built-for-government software applications that users love.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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