Director of Finance/HR
November 11, 2025Chief of Staff (CTO)
November 13, 2025Summary
If you’re someone who finds energy in bringing clarity to complexity—who loves turning chaos into coordination and watching a go-live unfold exactly as planned—this role is for you.
At our client, Implementation isn’t about ticking boxes. It’s about helping utilities modernize the invisible infrastructure that powers our world. You’ll serve as the bridge between innovation and reality—guiding customers into a fully digital future where safety, reliability, and visibility align seamlessly.
Beyond each go-live, you’ll champion long-term client success by monitoring customer success queues, coordinating with technical teams to resolve integration or data issues, and ensuring every client receives timely, accurate, and professional communication.
Key Responsibilities
Client Onboarding
- Serve as the single, trusted point of contact for new clients and customers.
- Collect and validate onboarding assets, prioritizing true underground line work (in formats such as shapefiles or file geodatabases) over buffered service areas to ensure data integrity and usability.
- Coordinate with stakeholders across the value chain to confirm feed formats, delivery methods, and cutover schedules—proactively managing complex regulatory requirements.
- Establish cadence and protocols for receiving updated data sets, ensuring alignment with the client’s ongoing facility growth.
- Keep clients informed through proactive, transparent updates—no surprises.
Technical Coordination
- Collaborate with developers to configure and test web services, APIs, and data endpoints.
- Validate integrations to achieve at least 80% completion before tandem feeds.
- Secure access to client systems to ensure accurate underground coverage.
- Maintain detailed tracking of all configurations, URLs, and credentials to safeguard timelines.
Vendor & Partner Management
- Engage with internal locator teams and third-party vendors to define requirements, testing cycles, and posting methods.
- Acquire and synthesize datasets that support client service goals.
- Manage testing communications and ensure seamless parallel testing.
- Lead the final cutover process, delivering confident readiness sign-offs.
Customer Success Continuity
- Monitor customer success and integration support queues daily, identifying tickets that need technical or development attention.
- Coordinate with internal teams to ensure prompt, accurate responses and maintain visibility into resolution progress.
- Communicate updates clearly to clients, managing expectations and reinforcing post-launch trust.
- Track response times and resolution metrics; flag recurring issues for process or product improvements.
- Partner with Customer Success and Product teams to maintain a continuous feedback loop between client experience and platform performance.
- Develop and refine strategic algorithms to optimize client outcomes.
Project Oversight & Communication
- Maintain an active implementation tracker with weekly updates and structured leadership reports.
- Escalate potential risks at least 48 hours before they become blockers.
- Own client timelines, decks, and handoff documentation.
Process Improvement
- Create playbooks, checklists, and templates to accelerate future integrations.
- Capture lessons learned and automate repetitive tasks.
- Drive measurable efficiency—targeting a 20% reduction in implementation time.
Requirements
- 3–7 years of experience in implementation, client onboarding, or operations—ideally within SaaS or utilities industries.
- Strong project management and coordination skills across both technical and non-technical teams.
- Familiarity with web services, FTPs, JSON/XML, and endpoint configurations.
- Exceptional communication skills—able to keep clients calm, informed, and confident under pressure.
- Proficiency in Microsoft Teams, Excel, PowerPoint, Power BI, and UI Admin.
Preferred Qualifications
- Experience managing structured data exchanges (APIs, FTPs, or web services) in SaaS environments.
- Familiarity with spatial or structured data formats, with the ability to translate client data into system-ready configurations or business rules.
- PMP, CAPM, or equivalent project management certification.