Director of Implementation
GlacierGrid
United States · Remote
Posted on Nov 1, 2024
GlacierGrid is a leading energy industry player dedicated to providing innovative and sustainable solutions to meet the ever-growing demand for energy. GlacierGrid focuses on shifting and reducing electricity usage for commercial establishments.
Compensation
- Base: $115-120k
- 0.05%-0.1% equity
Responsibilities
Oversee the Holistic Implementation Process
- Lead end-to-end management of the implementation process, ensuring timely hardware fulfillment, delivery, and installation.
- Partner with Customer Experience (CX) teams to develop project plans, including scheduling travel, and coordinating customer communications prior to installations.
- Manage the collection and documentation of customer data pre- and post-installation.
Manage and Develop Technician Teams
- Hire, train, and oversee management of internal technicians to ensure successful installations.
- Build and maintain relationships with external/national technicians to meet installation goals.
- Develop a pipeline of national installers to support the company's 2025 installation objectives.
- Monitor installer performance both remotely and on-site, providing feedback and support where necessary.
- Train technicians on new hardware and software products to ensure installations meet company standards.
- Handle troubleshooting for Tier 3 technical issues related to installations.
Customer Communication and Problem Solving
- Serve as the point of escalation for installation issues, deploying additional resources or communicating with customers to resolve challenges related to existing equipment.
- Partner with internal customer support and success teams to assist with customer troubleshooting and ensure prompt resolutions.
- Create and implement standard operating procedures (SOPs) to enhance operational efficiency.
Reporting and Cross-Functional Collaboration
- Create and maintain detailed reports on implementation progress, identifying gaps and opportunities for improvement.
- Provide customers with post-installation reports, ensuring transparency and follow-through on any findings.
- Share insights gathered from the field with internal teams to foster cross-functional learning and continuous improvement.
- Update and maintain accurate records in HubSpot and other internal systems.
Strategic Planning and Growth
- Support the development and execution of long-term strategies to scale the implementation process and meet business growth targets.
- Collaborate with cross-functional teams such as Sales, Operations, and CX to align on goals and ensure smooth customer onboarding.
- Manage and improve team KPIs to reduce implementation costs, increase quality of implementation, and increase implementation capacity.
About You
- Experience: 7+ years of experience in implementation, project management, or technical operations roles, with at least 3 years in a leadership/management capacity.
- Technical Knowledge: Strong background in hardware/software installations and technical troubleshooting.
- Leadership: Proven experience managing and developing teams, including internal and external technicians.
- Project Management: Expertise in coordinating complex projects involving multiple stakeholders, both internal and external.
- Customer-Centric Mindset: Ability to build relationships with customers and technicians to ensure a seamless installation experience.
- Data-Driven: Strong reporting and analytical skills to monitor performance and drive continuous improvements.
- Tools: Proficiency in using HubSpot, project management software, Google suite (docs, sheets, slides), and other implementation tracking tools.
Skills
- Strong problem-solving and decision-making abilities.
- Excellent communication and interpersonal skills.
- Ability to work cross-functionally and manage multiple projects simultaneously.
- Flexible schedule and ability to travel as needed to oversee installations and meet with national installer teams both in person and on different time zones.
About GlacierGrid
GlacierGrid is a technology startup that builds IoT-powered temperature monitoring and analytics, which prevent food, product, and energy waste, the major drivers of climate change. Deployed across industry leaders, including McDonalds, Burger King, Domino's, TGI Fridays, 7-Eleven and Wyndham Hotels, we partner with diverse organizations, from national restaurant brands to top supply chain businesses in food and healthcare, to increase profits while protecting our planet.
Founded by experienced entrepreneurs from Harvard, Columbia and UC Santa Barbara, we’re a mission-driven team passionate about food, climate and health. We are headquartered in San Francisco, and supported by experienced venture capitalists including Zero Infinity Partners, D. E. Shaw, Deciens Capital, Sequoia Capital, Govtech Fund, Collaborative Fund, and Social Capital.
Our Commitment
At GlacierGrid, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact.