Director, Implementation

Imagetrend-posted about 1 month ago
$115,000 - $150,000/Yr
Full-time • Director
Remote • Saint Paul, MN
251-500 employees
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ImageTrend, Inc. is dedicated to connecting life's most important data in the healthcare and emergency response community. We deliver software solutions, data analytics and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient-centric healthcare and public safety. Our commitment to innovation, its clients, and providing world-class implementation and support is unsurpassed. Based in Eagan, MN, ImageTrend combines business analysis, creative design and data driven architecture to offer scalable solutions and strategies for today and the future. Employment at ImageTrend is not just about doing a job; it's about being a part of a community. We are top-notch talent, passionate about making a difference through the work we do together! Under the direction of the Chief Customer Officer, the Director of Implementation is responsible for leading the team that delivers client implementation projects and services across ImageTrend's EMS, Fire, and Hospital product suites. This role ensures strategic alignment, consistency, and efficiency in project delivery, setting customers up for success with their solutions. The Director provides leadership, drives process improvements, and collaborates cross-functionally to maintain a high standard of client experience and operational excellence.

  • Provide strategic leadership and day-to-day direction for the implementation team, ensuring successful project delivery and client satisfaction
  • Conduct regular team and 1:1 meetings to share updates, coach for skill development, manage performance, and support career growth
  • Resolve escalated client issues and guide team members through complex implementation challenges
  • Oversee delivery of high-priority or strategic implementation projects as assigned
  • Collaborate with leadership and peer directors to refine workflows, policies, and quality standards for the implementation lifecycle and employee onboarding/training
  • Review and approve updates to technical and instructional documentation to ensure clarity, accuracy, and usability for internal and external audiences
  • Partner cross-functionally with Sales, Support, Education, and Technical Account Management to ensure alignment and a seamless client experience
  • Support pre-sales activities, including product demonstrations and project scoping for proposals and contracts
  • Manage implementation tools and systems, including user access and configuration for team resources
  • Contribute to conference planning and execution as needed
  • Monitor industry trends and client feedback to identify opportunities for process and product improvements
  • Travel to client sites, orientations, industry events, and company meetings as required (up to 25%)
  • Perform additional duties as assigned to support organizational goals
  • Bachelor's degree or equivalent combination of education and relevant work experience.
  • Extensive experience in implementation, project delivery, and client services, preferably within a SaaS organization serving EMS, Fire, or Hospital sectors.
  • Strategic leadership experience, including coaching, team development, and performance management.
  • Exceptional communication skills, both written and verbal, with the ability to present to diverse audiences and simplify complex concepts.
  • Strong analytical, problem-solving, and critical thinking skills.
  • Proactive and adaptable, thriving in a fast-paced environment with multiple priorities.
  • Excellent organizational and time management skills, with a proven ability to meet critical deadlines.
  • Strong understanding of standardized data collection and departmental processes.
  • Proven ability to identify and implement process improvements to enhance efficiency and client outcomes.
  • Technical aptitude, including proficiency with MS Office Suite, CRM platforms (Dynamics, SFDC), ticketing systems (Zendesk), and web conferencing tools (MS Teams).
  • Proven knowledge of the software development lifecycle and Agile/Scrum methodologies preferred.
  • Ability to maintain discretion when handling proprietary and confidential information
  • Enthusiasm for learning and expanding knowledge or skills
  • Strong work ethic, integrity, honesty, collaboration and team orientation
  • Ability to work in-office on a hybrid basis as required
  • Ability to travel as required, up to 25%
  • PMP certification strongly preferred.
  • Proven knowledge of the software development lifecycle and Agile/Scrum methodologies preferred.
  • bonus
  • benefits
  • perks
  • community gains
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