Director Of Solutions Delivery And Customer Experience

GlobeStar Systems is a leader in integrated clinical communication. Our cornerstone product, Connexall®, is an award-winning Enterprise grade IoT platform, purpose built for the healthcare industry. Connexall® is a sophisticated and customizable end-to-end integration and communication platform that helps its customers improve clinical workflows, reduce alarm fatigue, and drive better patient and staff outcomes.

Job Title: Director of Solutions Delivery and Customer Experience

Type: Full-time

Start Date: Immediate

Location: Toronto

Reporting to the Chief Executive Officer, the Director of Solutions Delivery and Customer Experience will ensure Connexall is delivering projects and supporting solutions for customers effectively while providing an enhanced customer experience. The successful candidate will direct and coordinate the department’s focus on project delivery and customer support, inspire staff to give their all, expand the value our solutions provide to our customers and strengthen our reputation. They will analyze data and metrics to evaluate company efficiency and ensure all projects are completed on time and on budget.

Primary Responsibilities

• Provide outstanding leadership to the department by establishing and maintaining a trusting, inclusive, and productive environment with opportunities for coaching and development.
• Contribute significantly to the ISO 13485 certification process by consistently providing monthly project and support desk KPIs to management. Investigate and analyze data to provide valuable improvement proposals if needed.
• Oversee customer support processes to ensure customer needs are met.
• Support technical and implementation teams with technical, build and integration related challenges.
• Research and bring forward innovative and industry leading directives around project implementation and support best practices and optimization of resources while exceeding customer needs.
• Evaluate overall company performance by gathering, analyzing, and interpreting data and metrics.
• Use data to find trends and problems, monitor revenue margins on projects and set strategic operational goals and KPIs.
• Develop and implement guidelines for employee recruitment, training, evaluations, and promotion to ensure a strong talent pipeline.
• Serve as an escalation point for project implementations and customer support.
• Other duties as required.
• Plan, coordinate, and direct daily operational activities of the department and provide direction and solutions for mission critical operations.
• Work closely with sales and pre-sales to support sales initiatives and ensure a smooth experience for customers in the full lifecycle of a project.
• Work with the PMO to optimize project planning and ensure efficient and timely completion of projects.
• Maintain strong relationships with any third parties (vendors, suppliers etc.) that the department works with regularly to ensure smooth procurement, delivery and support of products and services.
• Develop a department structure, including the PMO, implementation and technical support teams, that continually meets and exceeds the needs of the organization and its customers.
• Work closely with the Solutions Innovation team to ensure all product-related feedback and functionality from customers are provided in a timely fashion with thorough scope and technical details.
• Play a leading role in creating and overseeing organizations' customer retention initiatives.
• Evaluate and improve organizational and team efficiency, developing long-term strategies to maximize staff productivity and facilitate organizational growth.
• Monitor and continuously reshape departmental best practices to provide high employee and customer satisfaction.
• Travel, as necessary.
• Maintain strong relationships with customers to drive sales and network with new prospects.
• Oversee the documentation of all operations to ensure that consistent and efficient workflows are in place thereby yielding optimal productivity and performance.

Qualifications

• Strong working knowledge of data analysis and performance metrics using business management software (e.g., ERP, CRM).
• Ability to streamline and implement new structures and roles that increase speed, efficiency, and support rapidly shifting business demands.
• System integration knowledge is preferred.
• Experience in a technical or software company preferred.
• Must have strong interpersonal skills with the ability to inspire trust and confidence in others.
• Master’s Degree, MBA, in a related field is preferred.
• Healthcare experience or knowledge is an asset.
• Ability to work collaboratively but also self-motivated and proactive going beyond the call of duty.
• Ability to conduct gap analysis and implement strategies to improve processes.
• PMP certification is an asset.
• In depth knowledge of diverse business functions and principles (e.g. supply chain, finance, customer service, etc.).
• Must be familiar with MS Office and various business software (e.g. ERP, CRM).
• Excellent written and verbal communication skills.
• Minimum 5 years of leadership experience with project delivery background.
• A Bachelor’s Degree in Computer Science, Computer Engineering, Business Administration, or related field is required.
• Must have strong leadership skills with the ability to influence a cross-functional group toward a unified direction.
• Knowledge of the industry’s latest trends and best practices.
• Adaptable and result oriented.
• Enthusiastic problem solver with advanced critical and strategic thinking skills.
• Proven ability to plan and manage operational processes for maximum efficiency and productivity.
• Must be organized with strong attention to detail and excellent multitasking skills.
• Proficient financial acumen: ability to manage budgets and develop business plans.
• Similar technical experience and background preferred.