Implementation Team Lead

The Setting:

This is an opportunity to join a successful, well-established company whose mission is focused on supporting local governments through intuitive enterprise software solutions. gWorks is a GovTech company. Our products range from financial accounting to GIS to physical asset management to citizen engagement (and more!), and they empower public leaders to lead with confidence to build a vibrant community so that families and businesses can thrive and remain in small-town America. We have the privilege of serving those who serve all, and we’re good at it.

At gWorks, we get the job done through awesome software and a winning culture. If you're highly driven and want to work at an exciting, growing GovTech company, consider joining the gWorks team.

This Position:

The Implementation Team Lead is responsible for managing and mentoring a small team of Engagement Managers and Onboarding Specialists while maintaining a client implementation load. This role is crucial in ensuring the successful adoption of gWorks software by clients and supporting the professional development of team members.

The Expectation:

Leadership and Team Management:

• Lead, mentor, and develop a team of 3-5 Engagement Managers and Implementation Specialists.
• Conduct regular team meetings and one-on-one check-ins to provide guidance, support, and performance feedback.
• Foster a collaborative and high-performing team culture aligned with gWorks' values of innovation, excellence, and collaboration.

Client Implementation:

• Manage a portfolio of implementation clients, ensuring successful adoption and satisfaction.
• Oversee the onboarding process, ensuring best practices and client-specific configurations are adhered to.
• Act as an escalation point for complex client issues and provide solutions in a timely manner.

Project and Process Management:

• Monitor and track team performance against key metrics such as client onboarding time, satisfaction scores, software utilization rates, and product feature adoption.
• Identify areas for improvement in onboarding processes and software functionalities, and implement changes to enhance efficiency and client experience.
• Ensure documentation of onboarding project progress is maintained by the team, providing clear and effective communication throughout the process.

Collaboration and Communication:

• Collaborate with other departments, including Client Success, Product Development, and Support, to ensure seamless client transitions and feedback loops.
• Maintain open and transparent communication within the team and across the organization.

Continuous Improvement:

• Gather and analyze client feedback to drive continuous improvement in the onboarding process and software development.
• Stay current with industry trends, best practices, and new technologies in SaaS and client onboarding.

The successful Implementation Team Lead will have:

Qualifications:

Experience:

• Minimum of 5 years of experience in software/SaaS client onboarding or implementation roles.
• Proven experience in a leadership or mentoring role within a similar environment.
• Strong preference for experience in municipal front office or municipal HR functions.
• Expertise in managing client onboarding and software adoption processes.
• Strong problem-solving skills with a proactive approach to addressing and resolving issues.
• Ability to balance commitment, responsibility, authority, and accountability.
• Proficiency in data analysis and reporting to measure client success and team performance.

Success Metrics:

• Team performance in client onboarding time and client satisfaction scores.
• Successful adoption and utilization rates of gWorks software by clients.
• Effective resolution of client issues and escalations.
• Team development and engagement levels.
• Implementation of process improvements and software enhancements.

Work Location and Arrangement:

gWorks is a hybrid work environment, and preference will be given to candidates who are local to the Omaha, Nebraska area. However, highly qualified candidates who reside outside of the local area and are able to work remotely will also be considered.

• For Omaha-Based Candidates: A hybrid work model, balancing remote work with in-office collaboration on Tuesdays and Thursdays.

gWorks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Compensation range: $75,000- $95,000