Director of Implementation
ShapeUp, Inc. - Providence, RI

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Department: Client Services Location: Providence, RI Type: Full-Time Exempt
ShapeUp is looking for an experienced Director of Implementation to foster its continued growth. This is an exciting opportunity to guide successful enterprise client implementations from initial sale through platform launch and to build a team of implementation experts. The ideal candidate will have a proven track record as an implementation expert. The Director of Implementation will have the demonstrated capability to build and manage a team and the skills to coordinate and deliver complex projects on time to meet customer expectations. This is a dynamic role in a rapidly growing company, with a great culture and smart dedicated people. The Director of Implementation position is a full-time position, reporting to the COO.

The Director of Implementation position is a dual role where you will act as both the manager of a team of implementation professionals as well as having direct responsibility for run large or complex client implementations. This position requires strong communication skills, both verbal and written; knowledge of implementation methodologies; healthcare domain expertise; effective negotiating skills and a passion for leading internal stakeholders and clients to successful ongoing productive use of the ShapeUp SAAS platform. The Director of Implementation plays an active role working closely with the entire client services team throughout the implementation process as well as supporting sales efforts to clearly articulate and position ShapeUp?s product capabilities and associated implementation capabilities.

The Director of Implementation leads efforts to define, communicate and measure ShapeUp?s client implementation methodology and service levels. He or she improves upon or creates cross-functional processes to drive efficiency and reduce variation in the implementation process. Leading and coordinating teams cross-functionally as well as training people on consistent implementation processes will be a key performance indicator for this role.

The Director of Implementation plays a lead role ensuring that client implementations are scoped with detailed implementation plans including project phases and timelines. Working in coordination with Account Managers and Account Executives, the Director of Implementation identifies and documents client business requirements, maps and configures the ShapeUp Platform to meet the requirements, writes client-facing test plans to support clients through UAT, and implement the ShapeUp Platform to achieve a successful implementation.

The Implementation Director works in concert with the account management team. Where Account Managers are driving certain implementations, the Director of Implementation provides support to the team to help ensure success and consistent application of ShapeUp best practices for implementations. The Director of Implementation helps to foster positive working relationships across ShapeUp while as well as building strong relationships with Clients that are managed post implementation by client services.

The Implementation Director must be able to identify and train others to identify potential issues and risks early in an implementation to develop mitigation strategies and contingency plans with clients. The successful candidate will have an innate ability to simplify technology concepts and to plan, prioritize and seamlessly integrate all moving parts to deploy successful solutions.

ShapeUp is a Software-as-a-Service provider of corporate wellness programs for Fortune 500 companies and health plans. Founded in 2006, the company?s products currently serve over 2 million individuals across over 100 countries in over 20 languages. Our industry-leading client list includes blue chip companies such as HP, United Airlines, Boeing, Capital One, and AstraZeneca. ShapeUp is known for its strong and compelling culture and mission, and it has been recognized numerous times as one of the Best Places to Work. This is an exciting opportunity to work with a talented team that is on a mission to use technology and social networking to improve the health of the world.


Develop and manage a team of direct reports
Work cross-functionally across virtually every department to establish best practices for efficient, successful implementations.
Perform business and technical requirements gathering, use-case discovery, and platform analysis
Manage all phases of implementation, from scoping, development process, UAT and through launch
In partnership with account management, engage and build relationships with clients as they transition from the sales process to implementation
Negotiate deliverables and timing with clients
Own and lead the project management for each project, both internally and externally for clients
Communicate to internal/external stakeholders including executives to provide on-time, within estimates, quality deliverables that meet product expectations and customer satisfaction
Collaborate with the Engineering team to develop estimates and overall implementation solution plans
Perform problem analysis (identify root causes, outline resolution options, and take appropriate actions to resolve problems)
Interact with internal organization to accomplish project goals and assure solutions long term support plans. Define and document best practices and help to lead company knowledge sharing efforts.
Utilize surveys and metrics to measure our customers satisfaction with the implementation process and make adjustments as required to improve performance
Train and continually raise the skill level of the implementation team and other key stakeholder departments

Strong leader with sound business knowledge and an exceptional ability to work with others to identify, mitigate, and resolve complex problems
Demonstrated strategic negotiations experience scoping complex implementations that balance client and company needs
Technical acumen and facility with technical concepts, software development processes and testing methodologies and web-based SaaS platforms and solutions
Patience, flexibility, grace and specificity when explaining requirements, limitations, processes, advantages and disadvantages of possible technical solutions to meet client needs
Ability to draw on a variety of prior experience, including direct client engagement, and project management principles, in order to lead teams to success
Demonstrated ability to build rapport, influence and problem solve with various levels of client employees
Demonstrated understanding of project management methodologies, performance measurement and metrics, and business and financial analysis
Consultative abilities, sound judgment decision making skills, and ability to work under continual deadline pressure
Excellent presentation skills and an ability to present with minimal preparation
Comfort working in a fast-changing environment with little supervision
Minimum of 5 years prior experience as an Implementation Manager
Management experience
Excellent written and verbal communication skills
Bachelor?s degree or equivalent, MBA preferred
Up-to-date understanding of healthcare market trends and keen interest in wellness
Excellent teamwork skills and a proven ability to be successful in cross-functional team
Proficiency in MS Office, MS Project and Visio
Able to travel up to 35% of the time