Director of Customer Implementation and Strategic Growth at blithequark

Introduction to blithequark

Imagine being part of a revolutionary movement that transforms the way restaurants manage repairs and maintenance. At blithequark, we're not just solving a huge, overlooked problem; we're pioneering a new era of tech-enabled solutions that make a real difference in the industry. Since our launch in 2018, our R&M management platform has been empowering restaurants with data-driven insights, 24/7 support, and preventative maintenance, helping them control their facilities, reduce costs, and focus on what matters most – their customers.

As a leader in restaurant technology, blithequark is committed to fostering a culture of innovation, inclusivity, and collaboration. Our team of thoughtful, ambitious, and creative individuals works together across 20+ states and several time zones, united by a shared passion for making a positive impact. We believe in the strength of our team and the importance of diverse backgrounds and experiences in driving our success.

Our Community at blithequark

At blithequark, we're proud of our vibrant community that thrives on rapid change, creativity, and mutual support. We gather regularly for team events, often enjoying delicious meals at our customers' restaurants, and we're always looking for like-minded individuals who share our enthusiasm for growth and innovation. Whether you're an industry veteran or just starting your journey, we invite you to join our dynamic team and contribute your unique perspective to our mission.

We value folks who are comfortable with the fast pace of a startup environment and are excited to build a company together. We don't have all the answers, and that's where you come in – to help us navigate new challenges and find creative solutions to the tough problems we're solving. At blithequark, we're committed to inclusion across race, gender, age, religion, identity, and background in everything we do, and we encourage applications from underrepresented backgrounds.

Our Commitment to Diversity and Inclusion

blithequark believes that the only way to build a great company is by hiring talented people with diverse backgrounds and rich life experiences. These experiences contribute to our culture and help us find innovative solutions to the complex problems we're addressing. Because of this, we're dedicated to creating an inclusive environment where everyone feels valued, respected, and empowered to thrive. If you're from an underrepresented background and are uncertain if you're a fit, please don't hesitate to apply – we'd rather have one more resume to review than miss the chance to meet an amazing talent.

Role Summary: Director of Customer Implementation

We're seeking an exceptional leader to join our team as the Director of Customer Implementation, overseeing our Onboarding and Vendor Success teams. This role is crucial in ensuring a seamless post-sale journey for our customers and vendors, and we're looking for someone with a wealth of program and project management experience in setting up organizations for scale. If you have experience in restaurant technology, marketplaces, procurement, or post-sale customer success, we encourage you to apply.

A successful candidate will be able to partner with our leadership team to execute projects related to ongoing management and growth, act as a cross-functional partner to Customer Operations, Product, and Sales, and demonstrate a high capacity for experimentation and creativity in solving problems. We're prioritizing candidates with a track record of establishing vendor or professional networks within restaurant technology, repair and maintenance, facilities management, construction, and related fields.

Please note that this role requires some travel, up to 30% of the time, as we believe in building strong relationships with our customers and vendors through face-to-face interactions.

Key Responsibilities:

• Lead a team of talented individuals, including managers, to achieve their goals and drive performance.
• Act as the escalation point for complex vendor and customer relationship needs and challenges, providing strategic guidance and support.
• Take ownership of key projects that play an integral role in customer experience post-onboarding, collaborating with cross-functional teams to ensure successful outcomes.
• Communicate effectively with the Senior Leadership Team (SLT) and Leadership to ensure your team is well-informed on company priorities and objectives.
• Leverage your subject matter expertise to drive team performance, directly or through the support of team members, and contribute to the development of best practices and process improvements.
• Run process improvement projects to institute scalable programs on Onboarding and Vendor Success, working 'on' and 'in' the business to drive efficiency and effectiveness.
• Lead performance management efforts to build and retain a team of high-performing individuals, providing coaching, feedback, and development opportunities to support their growth.
• Set strategy and tone for the team, working autonomously to produce results that align with company goals and objectives.
• Forecast into the future, identifying risks and opportunities within your functional area, and collaborate with the SLT to address concerns and capitalize on opportunities.

Essential Qualifications:

• 5+ years of experience in a leadership role, with relevant experience in operations, implementation, or a related field.
• 2+ years of customer onboarding experience, with a proven track record of success in driving performance and results through others.
• Strong analytical and problem-solving skills, with the ability to use data to set roadmaps and action plans.
• Proven success in establishing systems and processes, with experience leading and coaching teams to achieve their goals.
• Excellent communication and interpersonal skills, with the ability to work cross-functionally and build relationships with internal and external stakeholders.
• Experience working in marketplaces with vendors or in procurement, with knowledge of restaurants, repair and maintenance, and establishing new categories a plus.

Preferred Qualifications:

• Experience scaling a complex customer onboarding process at a SaaS and/or services company.
• Knowledge of start-ups, tech-enabled services, and facilities management.
• Experience working with a partner or customer in restaurant technology, or in facilities management.

What We Offer:

• A competitive base salary range of $110,000-$140,000, with a variable compensation package that rewards performance and contributions.
• A comprehensive benefits package, including health, dental, vision, disability, and life insurance plans, with most benefits covered at 100%.
• A flex spending account for family and childcare, a 401(k) plan with 3% matching, and unlimited PTO with generous bereavement and sick policies.
• A unique "Check Please" dining benefit, where the company pays for you to eat at our customers' restaurants once a quarter, up to $400 per year.
• A mental health reimbursement fund, up to $100 per year per person, and paid family leave for those starting a family, regardless of gender.
• Equity in the company for every role, because we believe in sharing our success with our team members.

Our Interview Process:

We're committed to ensuring that every candidate has an equal opportunity to showcase their skills and experience. Our interview process typically includes:

• A 30-minute phone chat to get to know you and discuss your background and interests.
• A 45-minute video screen to assess your skills and experience in more depth.
• A 90-minute deep skill assessment/video meeting to evaluate your technical abilities and fit for the role.
• A 30-minute executive meeting with our leadership team to discuss your vision, strategy, and fit for the company.

Conclusion:

If you're a motivated and experienced leader looking for a new challenge, we invite you to join our team at blithequark as the Director of Customer Implementation. With your expertise and passion, you'll play a critical role in driving our growth and success, while making a real difference in the lives of our customers and vendors. Don't miss this opportunity to be part of a revolutionary movement in restaurant technology – apply now and take the first step towards an exciting and rewarding career with blithequark.