Director, Implementation and Professional Services

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.

Why join Fatigue Science?

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.

Who we are seeking:

Reporting directly to our CEO, this role is ideally suited for a customer focused leader experienced in building relationships with global customers and driving adoption of technology in industrial operations. This role is key to completing successful implementations, expansions, and renewals, by understanding our customers operations and leading a high performing team in implementation and customer success activities. This role acts as our customer’s internal advocate, championing their needs across Fatigue Science.

Responsibilities:

Implementation and Professional Services

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.

Management and Leadership

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.

Required Skills:

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

Additional Preferred Skills & Considerations:

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

Level of Independence:

To function effectively, this person must have a high level of independence, show initiative, and be highly motivated whilst working in a manner which is consistent with the team management structure.

Perks

Competitive salary and performance incentive
Three weeks paid vacation plus birthday day off
Comprehensive health, dental, and vision benefits
Health Spending Account or Lifestyle Spending Account
Hybrid work environment based in Vancouver
Professional development opportunities
Collaborative, mission-driven team
Company events and team-building activities

Fatigue Science is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and an inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, color, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

What Happens Next? Our team reviews all applications, however, because we receive such high volumes of talent, we are only able to reach out to those who closely match our needs. If you are not contacted right away, don’t be discouraged as we will contact you should a suitable role open up. All candidate information collected will remain confidential, and will not be disclosed to anyone who is not involved in your hiring process. Fatigue Science will keep all candidates' information on file for up to 1 year.

Salary Range: CAD $150,000-$170,000

Thanks for your interest in Fatigue Science!

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Director, Implementations and Professional Services