Global Director Customer Solutions & Implementation

SafetyCulture is a customer and product-led SaaS company, our mission is to help working teams get better every day, our technology platform and products give front line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement. As Director, Customer Solutions & Implementation, you will define and execute the strategy for how we consult, onboard, implement, and support integrations for customers globally. You will lead a global team across multiple regions, ensuring a high-impact, scalable approach to customer success engineering and implementation. This role requires a strong technical and operational leader who can balance strategic vision with hands-on execution to drive a world class experience for our customers. The Customer Solutions and Implementation team is a newly formed team encompassing customer solutions in the pre-sales process, onboarding and implementations, integrations and customer success engineering.

Customer Solutions and Implementation Strategy

• Develop and execute the strategy for the Customer Solutions and Implementation function at SafetyCulture using data, metrics and benchmarking. Implement best-in-class processes, playbooks and frameworks to drive efficiency and customer impact
• Define and implement the optimal differentiated service and solution levels to best meet the needs of our customers across these functions
• Build and grow the Customers Solutions and Implementation function and team at SafetyCulture with the aim of driving a WOW experience for our customersClarify “what good looks like” for the roles in this function, setting clear KPIs and deliverables
• Build strong processes, technical and project management expertise within the team
• Collaborate with the Director of Customer Operations to build the operating function to support this team
• Play a strong leadership role across the Customer Experience function that spans Customer Success, Customer Support and Customer Solutions & Implementation

What this person looks like?

• Proven global leadership experience focusing on customer onboarding, implementation and/or professional services teams in a SaaS environment Strong business and commercial acumen
• Strong analytical skills, with the ability to use data to drive decision-making and process improvements
• Curious and self-driven
• Action oriented, hands on and practical
• Comfortable with ambiguity
• Strong communication skills - able to take complex concepts and communicate them in simple terms
• Strong project management experience with experience juggling multiple projects and implementing scalable, structured methodologies
• Strong and credible technical expert - Engineering/Technical background or experience preferred
• Ability to travel to global offices when required

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK. Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn. To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.