Responsibilities
- Guide, mentor, and grow a team of Software Implementation Consultants through performance oversight, hiring, onboarding, career planning, and day-to-day leadership to ensure project success and team engagement.
- Promote ownership and accountability via regular one-on-one meetings and consistent team routines, emphasizing ongoing feedback over annual evaluations.
- Oversee the quality and progress of customer implementation projects, manage delivery risks, and resolve escalations to ensure positive outcomes and high client satisfaction.
- Proactively flag potential delivery issues with actionable solutions and adjust team focus swiftly in response to changing customer requirements.
- Track and enhance team performance using KPIs, OKRs, utilization metrics, capacity planning, forecasting, and alignment with strategic goals.
- Reduce non-essential tasks and enable consultants to make timely decisions at the point of customer interaction, minimizing unnecessary escalations.
- Advance implementation processes, methodologies, governance standards, and best practices to improve efficiency, consistency, scalability, compliance, and client experience.
- Collaborate with Sales, Product Management, Customer Success, Technical Services, Project Management, and Solution Design to support product adoption, customer growth, and delivery quality.
- Identify opportunities to integrate AI into consulting workflows, develop basic business justifications, ensure adherence to AI governance policies, and promote team adoption to reduce manual work and speed up delivery.
Compensation
Competitive salary and performance-based incentives
Work Arrangement
Hybrid work model
Team
Part of the Professional Services organization supporting enterprise software implementations
Responsibilities
- Lead, coach, and develop a team of Software Implementation Consultants by providing performance management, mentoring, hiring, onboarding, career development, and operational leadership to ensure successful delivery and high employee engagement.
- Reinforce accountability through consistent 1:1s and team rhythms, and deliver continuous coaching feedback rather than relying solely on annual review cycles.
- Own consulting delivery performance by overseeing customer engagements, ensuring quality execution throughout implementation lifecycles, managing delivery risks, and supporting customer escalations to achieve successful outcomes and high satisfaction.
- Escalate delivery risks early with clear options and recommendations, not just problems, and quickly realign team priorities when customer needs shift.
- Establish, monitor, and improve operational performance through KPIs, OKRs, utilization management, capacity planning, forecasting, and continuous assessment of team performance against strategic objectives.
- Eliminate low-value work and empower Consultants to make delivery decisions closest to the customer without unnecessary escalation.
- Drive process improvement, implementation methodology enhancements, governance, and best practices that improve efficiency, consistency, scalability, compliance, and customer experience.
- Partner cross-functionally with Sales, Product Management, Customer Success, Technical Services, Project Management, and Solution Design to support product adoption, strategic initiatives, customer growth opportunities, and delivery excellence.
- Identify and operationalize AI-enabled opportunities within the consulting team's workflows — building simple business cases, ensuring compliance with PCC's AI governance guardrails, and driving team adoption of AI tools to reduce cycle time and manual effort.
