Fatigue Science

Director, Implementations and Professional Services

Vancouver, British Columbia · Director

Sponsorship not specified$150k-$170kDetected 7 days ago

Project ManagementCRMERPCustomer SuccessCustomer SupportLeadershipCommunicationProblem SolvingMentoringPublic Speaking

About the role

You'll join a growing SaaS company solving meaningful problems for some of the world's largest industrial organizations.
As a member of the leadership team, you'll have the opportunity to shape our customer experience strategy, influence company growth, and help organizations improve safety through innovative technology grounded in science.
This role acts as our customer's internal advocate, championing their needs across Fatigue Science.

Evolve, further develop, and continuously improve Fatigue Science's Pilot and Expansion Implementation and Change Management methodologies and tools, with a focus on change management and training.
partner with sales to identify and implement pilot and expansion opportunities.
Provide oversight to the implementation team in the planning of activities, scope, objectives, and deliverables that support our customer's business goals and solution delivery.
Build relationships with the customer Executive Sponsor, resolving escalated issues and ensuring customer satisfaction.
Lead cross-functional activities demonstrating a customer-first approach throughout the organization.
Build an ecosystem of global partners to support the scaling of implementation activities globally.
Assist in the pre-sales process for customer engagements, including services pricing and defining a statement of work; partner with sales to identify and implement pilot and expansion opportunities.
Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness.
Our solutions enable organizations to optimize operations, mitigate fatigue risk, and help workers stay safe.
Company events and team-building activities

Bachelor's Degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, Computer Engineering, or related field
Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship
Demonstrated expertise mentoring technology personnel
Experience working with a multicultural and/or multilingual team across several time zones
Spanish language proficiency is considered an asset but not required
To function effectively, this person must have a high level of independence, show initiative, and be highly motivated whilst working in a manner which is consistent with the team management structure.

PMP Certification or equivalent project management experience is considered an asset.
Certified and experience working with Organizational Change Management process or projects
Experience delivering enterprise SaaS solutions (ERP, CRM, HCM, EAM, or similar enterprise platforms)
Experience managing multiple full lifecycle implementations of information systems
Experience working in a professional services organization
Demonstrated experience presenting and interfacing with C-level executives
Excellent organization, communication, presentation, training, customer relationship and analytical skills
Highly motivated, self-starter with the ability to work within an operating framework
Customer service-oriented attitude and excellent interpersonal skills
Demonstrated ability to be highly effective in a virtual team organization
Master's Degree in Information Systems Management.
Degrees in Business Administration, Computer Science, or related field also acceptable

Reporting directly to our CEO, this role is ideally suited for a customer focused leader experienced in building relationships with global customers and driving adoption of technology in industrial operations.
This role is key to completing successful implementations, expansions, and renewals, by understanding our customers operations and leading a high performing team in implementation and customer success activities.
Understand our customers' fatigue management policies, procedures, processes, and objectives, and assist the customer in building their strategy to leverage and integrate Readi, using best practice change management principles.
Track, analyze and report on implementation status activities across all customers.
Proactively engage with our customers with the goal of maximizing the value they realize from Fatigue Science's Readi platform
have a deep understanding of our customers' operations and how Readi fits into their workflows.
Proactively engage with our customers with the goal of maximizing the value they realize from Fatigue Science's Readi platform; have a deep understanding of our customers' operations and how Readi fits into their workflows.
Fatigue Science has developed the world's leading predictive fatigue management information system, enhancing productivity and safety in mining and heavy industry.
Our team reviews all applications, however, because we receive such high volumes of talent, we are only able to reach out to those who closely match our needs.

Build relationships with the customer Executive Sponsor, resolving escalated issues and ensuring customer satisfaction

This listing is sourced directly from Fatigue Science's careers page and normalized into a canonical job model.