Project Implementation Lead Jobs

About DDS Wireless

DDS Wireless International is celebrating 35 years as a leader providing transportation industry solutions. We are an innovative developer of software as a service (SaaS) products and services and wireless hardware devices for the Transit and Taxi market segments. We have a global presence with offices in Richmond, BC, Canada; Redmond, Washington; Oxford & Cambridge, United Kingdom; Stockholm, Sweden; and Tampere, Finland.

About the Role

DDS Wireless International Ltd. is seeking a highly motivated and results-driven Project implementation specialist to oversee the project management and successful deployment of our cutting-edge routing, scheduling, and dispatching software solutions for taxi, paratransit, and transit companies. This role requires an individual who is analytical, data-driven, and process-oriented, with a strong focus on customer satisfaction and relationship building.

As the Implementation lead, you will play a pivotal role in coordinating projects, engaging with customers, and ensuring the seamless introduction of our products to clients across North America. Your primary responsibility will be leading and coordinating the software implementation projects and professional services for the new and existing clients, and developing, maintaining, and expanding relationships with our valued customers.

Responsibilities

• Introduce new customers to DDS Wireless Products and provide a positive and effective onboarding and service experience for customers tailored the customers’ technical skills, knowledge, and experience.
• Act as a customer advocate, actively listening to their needs and collaborating with internal cross-functional teams to establish priorities and develop innovative solutions.
• Leading and coordinating software implementation projects and professional services for all new and existing clients.
• Communicate any changes to the project plan and provide timely updates to stakeholders, ensuring transparency and alignment throughout the implementation process.
• Provide leadership and coaching to customer support technicians, fostering their professional growth, and enhancing their ability to deliver exceptional service to clients.
• Ensure effective project management by organizing schedules, budgets, and project tasks, keeping project teams informed of key deliverables and milestones.
• Develop and implement effective plans for introducing DDS Wireless products to new customers, ensuring a comprehensive understanding of their unique requirements and desired outcomes.
• Collaborate with new and existing clients, demonstrating the functionality of the customized features to ensure client satisfaction and successful adoption.
• Define and monitor Key Performance Indicators (KPIs) and Key Success Factors (KSFs), implementing robust systems for tracking metrics and evaluating project success.
• Measure, and report all relevant KPIs and metrics to the CEO and executive team, providing actionable insights and recommendations for continuous improvement.

Skills & Qualifications

• Project Management Certification is a plus.
• Bachelor's degree in computer science, business, commerce, or a related field.
• Proven ability to work independently with minimum supervision.
• Extensive experience leading client onboarding/implementation, technical support, account management, professional services, and training departments/teams in a SaaS company.
• Strong understanding of project management fundamentals, with a proven ability to oversee projects from initiation through to implementation and go-live.
• Passionate about customers and dedicated to delivering exceptional customer experiences. Proven ability to implement and drive active customer advocacy programs.
• Occasional travel may be required to visit clients or DDS offices, depending on business needs.
• Ability to lead and inspire others, fostering a collaborative and high-performing team environment.
• Excellent interpersonal awareness, communication, and presentation skills, with the ability to effectively interact with clients, stakeholders, and internal teams.
• Demonstrated commitment to continuous improvement and best practices, with a proactive approach to optimizing processes and enhancing customer satisfaction.
• Previous experience in product management is an asset, demonstrating a comprehensive understanding of product development and customer-focused enhancements.
• Exceptional project management, relationship-building, customer service, and product implementation skills, with a demonstrated track record of successful customer engagements.
• Solid proficiency with Salesforce, MS-Project, or similar project management and customer service tools, leveraging technology to effectively streamline operations and enhance customer interactions and satisfaction.
• Proven ability to effectively engage in technical discussions with product and engineering teams, translating customer requirements into actionable solutions, and collaborating on product enhancements.
• 5+ years of experience in leading customer experience department in the software industry, with a minimum of 2+ years of experience in a SaaS company.

Hybrid and Flexible Work Arrangement

We offer hybrid and flexible work arrangements to provide and opportunity for our employees to explore the benefits of working both from home and the Company's physical office.

We offer a very attractive and competitive compensation package which includes a comprehensive benefits package, combined with variety, challenge and scope to develop your career in this fast-moving international organization.

*Depending on qualifications, the successful candidate may be offered a position at a more appropriate level.

*Applicants must have legal authorization to work in country in which the position is based with no restrictions.

*All positions require background screening.

DDS Wireless International values diversity, equity, inclusion and belonging we invite applications from all qualified individuals regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. DDS Wireless International provides an accessible candidate experience. If you need any accommodations throughout the interview process, please let us know.

We thank all who apply; however, we will only be in contact with those considered for an interview and please no agencies.