Director - Software Implementation / CRM / Digital

Role Brief Reporting to the President & Co-Founder, the Director of Learning & OCM, Systems Implementation Training is responsible for building and managing a practice focused Organizational Change Management and end user adoption for large-scale systems implementation projects. This role will drive growth, oversee client engagements, and lead the successful delivery of custom training solutions that enable our clients to achieve their business objectives and realize a faster return on investment (ROI) for their learning investment.
The ideal candidate will have extensive experience rolling out enterprise systems with an appreciation for the motivations of internal client stakeholders, software vendor relationships and systems integration partners.
This role collaborates with senior leaders who oversee multi-million-dollar projects and manages a team of internal and external consultants to build and execute system specific training and user behavior and engagement. Owning end to end service delivery from client readiness advisory and frontend needs analysis to curriculum development, training implementation and post launch support to measurement of success will be the keys to success.

Instructional Design and Adult Learning:
Skilled in creating learner-centric training programs using methodologies like ADDIE and SAM.
Change Management:
Proven ability to drive change, engage stakeholders, and enhance user adoption during technology implementations.
Business Acumen:
Understands the impact of technology changes on business processes, end user training, and program delivery for measurable outcomes.
Knowledgeable about ERP, CRM, SCM, HRIS, LMS systems.
Client Focus:
Builds trusted relationships with senior stakeholders and aligns results with client objectives.
Analytical Skills:
Uses data to drive decisions, assess project success, and optimize learning strategies.
Leadership Skills:
Manages and inspires cross-functional teams to foster collaboration and accountability.
Project Management:
Experienced in managing complex projects, ensuring adherence to scope, timeline, and budget.

Formulate and implement a strategic plan to expand the practice, establishing the organization as a reliable partner for large-scale systems implementation training in technology adoption initiatives.
Represent the practice publicly by attending industry conferences, trade shows, and networking events. Collaborate with sales and marketing teams to align service offerings with market demand, track key performance metrics, and provide insights to optimize practice performance.

Act as a trusted advisor on change management, governance, and capability mapping for learning success; performance consulting including needs analysis, curriculum evaluation, assessment and analytics; and learning tech analysis, ecosystem mapping, and platform selection.
Define a strategy that integrates learning and development, organizational development, change management, talent management, and learning technology across departments.

Manage service delivery, including change management, needs assessment, curriculum development, and training.
Ensure projects are completed on time, within budget, and to client satisfaction.

Recruit, develop, and manage a high-performing team of learning consultants and change professionals.
Foster a culture of trust, accountability, collaboration, trust, relationship building and innovation.

Integrate Digital Adoption Platforms (DAP) such as WalkMe, Pendo, Whatfix, etc. that help users navigate and learn new systems more effectively by providing on-screen guidance, automation, and engagement features.
Ensure consistent quality and efficiency across all projects.
Risk Mitigation:

~ Identify and manage potential risks, collaborating with stakeholders to develop mitigation plans.

Manage project budgets, ensuring financial health and profitability across the practice.
Track and report on key performance indicators (KPIs) to evaluate success and identify areas for improvement.

Certification in Change Management (e.g., Certification in Project Management is an asset (e.g., 10+ years of experience in a professional consulting environment with systems implementation training as your focus.
~5+ years' experience working for, or partnering with, systems integrators for technology projects.
~5+ years' experience working within a Project Management Office (PMO) or Change Management Office (CMO) in a corporate setting is a significant asset.
~ At least 5 full cycle ERP implementations with emphasis on MS Dynamics 365; SAP, Workday, Salesforce or similar technologies is an asset.
~ Demonstrated success in managing multimillion-dollar projects with measurable outcomes.
~ Technical Proficiency:

~ Familiarity with digital adoption platforms, learning management systems, and project management tools.

Growing the systems implementation training practice and increasing revenue.
Building a high-performing, collaborative team aligned with company goals.