Head of Implementation Services

Head of Implementation Services

Department: Arkalytics - Services

Employment Type: Full Time

Location: Remote

Compensation: $120,000 - $150,000 / year

Description

Why Work Here?At Arkatechture, we have a simple shared mission: to build a sustainable organization built upon three pillars:  Do something meaningful, With a great team, Earning what you deserve.
We started in 2012 with a passion for data, business, and getting things done. We are a team of data lovers and technical experts who use our skills to help businesses big and small harness, utilize, and optimize their data. As New England’s Data Resource, we are a small company constantly evolving to keep up with changing landscapes in the data world. 
We are proud of the community and culture that we’ve created at Arkatechture, and we have no intention of slowing down. We offer a competitive benefits package that includes: 

• A flexible work-from-home policy (work 100% remotely!)
• Open-concept offices in Portland, ME with an easy-going dress code, and fresh pots and pops all day (that’s coffee and popcorn!)
• Training & certificate reimbursement
• A competitive benefits package that includes medical, disability, life insurance and optional dental/vision
• 401K Retirement planning with company matching
• Generous paid time off and eleven paid holidays
• Employee recognition through milestone awards including annual PTO increases and a 4 day work-week at 3 years of service!

All employees share our core values: put the team first, practice humility, take pride in everything we do, stay curious, care for our community & environment, take work seriously; ourselves not so much.
The PositionThe Head of Implementation Services will be a critical part of the office of the COO and will oversee and head the Implementation teams on Arkalytics. They will provide strategic leadership and management on Arkalytics Implementations. Reporting directly to the COO, this role will focus on driving operational excellence, implementing scalable processes, and leveraging technology to continuously deliver best-in-class implementations at scale. Success in this role will ensure timely, high-quality implementations that meet and exceed client expectations.
How to Apply  Please send a cover letter and resume with your application. You must submit both documents to be considered for the position.

Key Responsibilities

Responsibilities

Strategic Leadership and Operational Excellence

• Develop and execute a vision for the Implementations team to scale operations efficiently while maintaining quality
• Align team objectives with the company’s overall goals to support sustainable growth
• Oversee the implementation process, ensuring projects are delivered on time, within scope, and with high customer satisfaction
• Identify opportunities to streamline workflows and adopt technology-driven solutions to improve efficiency
• Support the strategic roadmap for product implementations, aligning with long-term business goals
• Serve as a key stakeholder for the product roadmap, design and advocate for new features for the Arkalytics product/platform

Process & Performance Improvement

• Drive continuous improvement in processes, tools, and technologies to enhance efficiency and productivity
• Ensure technologies are used efficiently, profitably, and securely
• Facilitate onboarding of clients efficiently, continuing to focus on reducing implementation cycle time, simplifying processes, and making it easier for clients to onboard and adopt Arkalytics
• Drive customer experience by ensuring quality is measured and initiatives are created to maximize Net Promoter Score (NPS)

Client & Business Collaboration

• Collaborate with executive leadership to align technical strategies with business goals
• Attend Sales calls and support questions of prospective customers as they relate to implementations and the experience that our questions can expect
• In close partnership with Sales, develop in-depth knowledge of client needs and proactively provide best-in-class solutions related to implementations
• Be involved in contract reviews to ensure accuracy and thoroughness in implementation scope

Team Management & Leadership

• Manage teams, provide coaching, mentoring, and feedback to team members to maximize productivity and quality of service
• Establish effective resource planning, management, and allocation
• Set goals and KPIs to track team performance and report to COO on a bi-weekly basis
• Assume leadership of an existing team
• Develop client implementation guides, service descriptions, and best practice documentation for clients and internal teams to use during the implementation process and for post-implementation support

Client Relationship Management

• Escalation Management: Act as the primary escalation point for all implementation-related issues and challenges, ensuring high client satisfaction
• Client Lifecycle Leadership: Oversee the client journey from onboarding to post-implementation support, ensuring a smooth transition to account management and support teams
• Customer Success Collaboration: Partner closely with the customer success teams to identify opportunities to improve the implementation process and drive overall client satisfaction and retention

Skills, Knowledge and Expertise

Requirements 

• 8+ years of experience leading implementations, professional services, or delivery teams, with at least 3 years in a management role.
• Proven track record of scaling operations through process improvement and technology adoption.
• Strong understanding of project management frameworks (Agile, Waterfall, etc.).
• Experience with implementation tools, automation platforms, and relevant software solutions.
• Exceptional problem-solving, organizational, and analytical skills.
• Ability to inspire and lead a team during periods of growth and change.
• Excellent communication and stakeholder management skills.
• Critical thinking and problem solving skills
• Ability to multitask, organize, and prioritize work and conflicting priorities
• Ability to challenge the status quo and implement change
• Demonstrated relationship skills – works seamlessly externally (customers) and internally (sales and customer success)
• Bachelor’s degree in Business, Technology, or a related field

Preferred Experience

• Experience developing SAAS products
• Financial services experience (Credit Unions or Banks)
• Experience with Slack, Jira, Trello, Confluence

Apply