About the role
About the Job zerohash is standing up a dedicated Implementation Services function, and we're seeking a dynamic leader to build and scale it. This is a senior leadership role reporting to the Chief Revenue Officer, responsible for a critical part of the zerohash customer journey by ensuring a world class experience whilst accelerating time to value for all parties. This is a builder role, you will be hands-on: personally project managing and implementing our most complex and strategic customer, while simultaneously designing the systems, processes, methodology, tooling, and organizational structure to scale globally. You'll need the judgment and gravitas of an executive, the discipline of a world-class project manager, and the drive it takes to see complex projects from kick off to go-live.
Responsibilities ▪Personally own project management and hands-on implementations for zerohash's most strategic and complex customer projects across banks, brokerages, exchanges, fintechs, PSPs, and marketplaces. ▪Serve as the single point of accountability for implementation timelines, scope, risk and quality service delivery, coordinating closely with Product, Engineering, Compliance, and Sales ▪Take existing, shared implementation and onboarding services and build out a dedicated function and team including; systems, processes and methodology from the ground up, project plans, RAID logs, partner-facing onboarding guides, status reporting cadences, and escalation paths. ▪ Define and instrument the metrics that will govern this function going forward: time-to-launch, implementation cost, billable utilization rates, customer satisfaction, and escalation rate. ▪Feed real-time signals from live implementations back into Sales and Product, scoping accuracy, deal structuring, and roadmap priorities for continuous improvement ▪Collaborate cross functionally with Product to ensure key product dependencies are shipped on time in-line with project plan critical paths, help scope new features and capabilities discovered during implementations whilst managing customer expectations and revenue deliverables ▪Work with Sales and Solution Engineers to during the sales process to communicate to customers the methodical and highly calibrated implementation roadmap and plan to accelerate time to value ▪Design a best-in-class org structure for a global Implementation Services team; capacity, regional coverage, roles and