Director of Customer Solutions

PURPOSE

ibml is the world leader in delivering high volume Intelligent Document Processing Solutions to many of the world's leading organizations across healthcare, banking, Insurance, Business process outsourcing and State and Federal Governments.

Our Solutions comprise the world's Fastest high-volume document scanners, advanced software, and professional services, which increasingly leverage Artificial intelligence and other tools to deliver superior business outcomes for our customers.

Our Director of Customer Solutions is a Senior position responsible for all pre sales consulting and post sales implementation of ibml solutions. Working with Sales this team specifies the customer solution, implements the solution, delivers the customer promise and then hands off to customer service after go live and customer acceptance.

This position reports to the Vice President of Service Operations but has close alignment with both the Sales Organization and Engineering and therefore the Director of Customer Solutions will also interact with the Chief Revenue Officer as well as the Chief Technology Officer.

The Director of Customer Solutions needs to be able to quickly bring together all Pre Sales and Post Sale Implementation resources, people with diverse skills and experience, and unify them together into one team.

The role will combine Leadership skills, technical knowledge and thought leadership along with a strong focus on execution and relentless pursuit of developing and implementing best practices.

ROLE AND RESPONSIBILITIES

• Lead and Manage the Presales Engineering, Post Sales Implementation, and custom development teams.
• Work with the VP of Service & Chief Revenue Officer, to develop an effective team structure and mold the teams into one effective entity.
• Develop a plan to maximize the team effectiveness by leveraging individual Team skills across projects and roles.
• Motivate, develop, and upskill the team.
• Understand customer requirements, ibml hardware and software product capabilities, and develop solutions that meet or exceed customer expectations
• Develop Statement of Work that accurately reflects the scope of work, effort, cost, and schedule.
• Ensure tools are implemented and utilized to manage Projects effectively
• Develop a process to effectively capture and record customer requirements, assist Sales to develop appropriate solutions.
• Plan, Lead, and Manage multiple projects and bring them to a successful conclusion on budget within agreed timelines.
• Accurately forecast revenue to the CRO as part of the sales forecasting processes
• Mentor and Manage team members setting clear expectations and providing training and guidance where necessary.
• Monitor key performance metrics to ensure the team is operating efficiently and identify areas where improvements are needed.
• Work Collaboratively with the Sales Organization to help win projects and maximize value to ibml by specifying compelling customer solutions.
• Provide market and customer feedback to Engineering to help ensure ibml continues to develop innovative compelling solutions.
• Engage collaboratively with Engineering where custom work is required.

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor's degree or equivalent experience
• 5+ years of Management experience
• Ability to work with diverse teams
• Deep knowledge of the Information management (IM) landscape; players and technologies.
• Understanding of hardware, software, networks, and cloud.
• Solid Financial acumen including budget planning and experience managing a departmental P&L
• Experience implementing and managing complex technology projects
• Ability to manage multiple concurrent projects
• Experience in risk management
• Thought leadership including the ability to identify emerging technologies and trends that could be beneficial to ibml either for internal use or for our customers.
• Collaborative mindset combined with good communication skills.
• The leadership & communication skills to Manage own direct reports and exert positive influence & build relationships throughout the organization as the trusted guide for all things PS
• Experience working with external vendors
• Applicant must be based in or willing to relocate to Birmingham USA
• Ability to work effectively across an organization by being a good listener, an effective written and oral communicator and the ability to resolve conflict.
• Demonstrated success in building customer relationships

ADDITIONAL NOTES