Director of Solution Delivery / Implementation

FRONTSTEPS delivers a resident engagement platform that simplifies how management companies, homeowner associations, builders, and security experts build, connect, operate, and secure modern communities. With a focus on mobile-first technology and best-in-class integrations, our products make it easy for community leaders and homeowners to communicate, collaborate, and drive a more prosperous community. In short, people need to connect in various ways, and our platform makes it easier.

At FRONTSTEPS, we know that we cannot build a community-focused product without actively investing in our FRONTSTEPS people. That’s why you’re here. Our internal FRONTSTEPS community is built upon the talented people that get their hands dirty, engage in problem solving, and ultimately make our product what it is today.

REMOTE OPPORTUNITY

This role is eligible for remote work. FRONTSTEPS is authorized to do business in AZ, CO, CT, FL, GA, NC, OR, TX, SC, and WA. If you are not located in or able to work from a state where FRONTSTEPS is registered, we will not be able to consider you for this position.

Position Overview

The Director of Solution Delivery is responsible for overseeing the seamless implementation of FRONTSTEPS solutions for our customers. Drawing upon your experience in team management and deep understanding of SaaS implementation processes, you will refine existing procedures and establish new ones to ensure efficient and successful deployments. Your strategic insight will play a pivotal role in shaping the future of our solution delivery, and your leadership will be instrumental in fostering a collaborative and results-driven team environment.

Essential Functions

• Lead and support the Solution Delivery team, ensuring timely progress in all implementations
• Foster a best-in-class implementation team by actively promoting strategic thinking and leveraging processes, tools, and education
• Provide mentorship and guidance to team members to enhance their individual and collective performance
• Create post-training resources to facilitate a smooth transition to resident engagement and support teams
• Collaborate with departments across the organization to establish and enhance internal and external best practices for client implementations and launches
• Provide constructive feedback to team members and offer individual coaching to drive continuous improvement
• Handle customer escalations, collaborating across departments for swift issue resolution
• Report on team Key Performance Indicators (KPIs) to track and measure implementation success
• Ensure timely updates of tasks/projects to facilitate accurate reporting on Mean Time to Implement (MTTI)
• Contribute to the advancement and development of the Solution Delivery Team
• Infuse strategic vision into implementation processes, ensuring alignment with organizational goals
• Drive initiatives that elevate the strategic thinking and impact of the Solution Delivery Team
• Encourage and drive a culture of continuous improvement within the team
• Identify opportunities for enhancing processes and implement improvements to increase efficiency
• Utilize educational initiatives to enhance the skills and knowledge of the Solution Delivery team
• Prioritize customer needs and satisfaction in the implementation process
• Ensure a positive customer experience by proactively addressing issues and concerns
• Performs other duties as requested by management
  
  
  

SKILLS & QUALIFICATIONS

• Bachelor’s degree in Business or related field, or equivalent experience
• 4 - 7 years of experience supervising a team
• Knowledge of HOA/Community Management preferred
• Knowledge of accounting and GAAP preferred
• Managerial Skills
• Customer/Client Focus
• Communication Proficiency
• Organizational Skills
• Strategic Thinking and Problem Solving
• Technical Capability
• Time Management
  
  
  

This position will remain open until January 15th, 2024.

Benefits include the following:

• Medical, Dental, and Vision
• Company sponsored Life Insurance
• Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance
• FSA/HSA
• Paid Time Off
• Sick Time
• Internet Reimbursement
• 401k match
  
  
  

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

This position may be based remotely and pays an annual salary of $115,000 - $145,000 + a 15% annual bonus opportunity.