Director, Implementations and Professional Services

Fatigue Science•Vancouver, BC

1d•CA$150,000 - CA$170,000•Hybrid

About The Position

Fatigue Science has developed the world’s leading predictive fatigue management information system, enhancing productivity and safety in mining and heavy industry. 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. With proven impact, return on investment, and significant and growing traction in heavy industry, Fatigue Science serves cutting-edge organizations who understand the importance of sleep as well as the value of data-driven decision-making. 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.

Requirements

Bachelor’s Degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, Computer Engineering, or related field
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
Demonstrate strong analytical and problem-solving skills, particularly with regard to anticipating and solving problems or issues before they occur or become critical
Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship
Identifies high-potential employees and stimulates their growth
Demonstrated expertise mentoring technology personnel

Nice To Haves

Master’s Degree in Information Systems Management. Degrees in Business Administration, Computer Science, or related field also acceptable
Experience working with a multicultural and/or multilingual team across several time zones
Demonstrated pre-sales ability
Spanish language proficiency is considered an asset but not required

Responsibilities

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.
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.
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.
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.
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.
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.
Allocate and plan pilot and expansion implementation resourcing to meet the growth of the organization.
Build an ecosystem of global partners to support the scaling of implementation activities globally.