Manager of Implementation Services @ GovDelivery – St. Paul, MN

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    Tasha Hock
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    Manager of Implementation Services

    St. Paul, MN

    Position Summary

    GovDelivery seeks a Manager of Implementation Services to contribute to our continued rapid growth. This position leads a team responsible for supporting the implementation process for our clients in the Federal, State, Local and Transit Government markets.

    Building on the strong sales momentum of the company (Fast 50 winner, 2006 through 2009), the Manager of Implementation Services will broaden and strengthen processes and procedures for supporting strategic implementations of GovDelivery offerings.

    This position will manage a team that performs the supporting, hands-on tasks for client implementations including GovDelivery account set-up, configuration, client training, custom HTML template design and creation of internal and client-facing documentation. The position requires a candidate with a proven record of management for a team performing a multitude of tasks and a passion for designing efficient, scalable processes. This position reports to the company’s Vice President of Client Services.

    Responsibilities

    • Manage, coach and mentor a team of specialists to deliver on quality and time commitments for clients in the areas of account set up, training, design and documentation
    • Create and maintain processes that bring efficiency and scalability to the implementation process.
    • Develop appropriate metrics to evaluate the effectiveness and quality of team members
    • Oversee the documentation of both internal and client-facing Client Services artifacts, keeping pace with an accelerated product release schedule
    • Oversee the training process for new launches, add-on modules, client administrative turn over and regular and video and live WebEx sessions
    • Participate in prioritizing enhancement requests for product releases
    • Interface with Senior Implementation Consultants and Client Success Consultants to understand client expectations, deliverables and time lines
    • Interface with tech support to ensure service level agreements (SLA) are communicated and met on a consistent basis

    A SUCCESSFUL CANDIDATE WILL HAVE

    § Passion for public sector success

    § 5+ years management experience, preferable in a technology company

    § Success in an account implementation/set up role

    § Enthusiasm for managing a support staff responsible for meeting deadlines

    § Proven ability to manage multiple direct reports

    § Impressive track record of successful creation and innovation in operations, process design and technical support

    § Experience with CRM solutions (SalesForce preferred)

    § Excitement for managing multiple simultaneous projects in a fast-paced environment

    § World class problem solving skills

    § Excellent communication (oral and written) and analytical skills

    § BA/BS degree or equivalent

    Additionally, the ideal candidate for this position will likely meet many of the following requirements:

    • Technical aptitude and experience working with SaaS applications
    • Familiarity with Web 2.0, social media and web interactive capabilities, including digital communication options (e-mail, SMS, RSS, etc)
    • Experience working with government and other public sector organizations
    • Strong analytical skills

    Compensation

    This position is critical to the success of our business and the compensation package will be tailored to the candidate commensurate with candidate’s experience and skills. Compensation will include base salary and performance-based incentives. Benefits include paid vacation and holidays, medical and dental plan, and matching 401(k).


    To apply for this position, send your resume to:

    GovDelivery, Inc.
    Attn: Human Resources
    408 St. Peter Street, Suite 600
    Saint Paul, MN 55102
    -or-
    [email protected]

    Location: Saint Paul, MN

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