Solutions Director (Implementation)(Europe - Remote)

Mission – Why we exist, what we do, and why we need you

SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi turn events into a company’s most effective engagement channel. 

Reporting to the CEO, the Solutions Director is a new role responsible for post-sales implementation programs, with supporting involvement in pre-sales solutions engineering. Our ambition is to grow our implementation programs to better integrate our solutions into our customers' systems, and embed them with more teams and stakeholders.

This role is ideal for a solutions consultant or a program manager in life sciences technology who wants to step into a leadership role while staying very hands-on on projects.

After the initial diagnostic phase, you will:

• [40%] Lead the planning and successful execution of customer implementations, including oversight of the Program Managers (2 direct reports) and solution architect (1 direct report). Provide leadership to ensure onboarding, integrations and enablement are progressing within the established scope, are brought to completion and deliver tangible/measurable customer value.
• [20%] Step in as a hands-on contributor for high-impact implementation activities when needed. You will take on specific projects/tasks yourself, or jump in for hands-on troubleshooting.
• [20%] Implement reworked post-sales workflows and assets, including updated implementation processes, scoping, and SOW templates that better align with our current product positioning and buyer expectations. You will work closely with sales, product, engineering and services teams to put these changes into action and embed them into our operating model.
• [20%] Support pre-sales activities by providing technical guidance to sales and solution engineering when needed, writing implementation proposals, and ensuring complex deals are scoped accurately.

Objectives - The problems you will solve

1. In your first 2 months, onboard, get up to speed and provide diagnostic, gaps and areas for improvement within the pre-sales workflows and implementation organization.
1. In the first 2 weeks, meet with all implementation team members, exec team members, and sales reps to understand where we are heading as a company, and how implementation works.
2. Meet with 3 implementation customers face-to-face to determine current implementation (process) gaps, competitive alternatives and untapped opportunities (untapped product usage, untapped revenue opportunities)
3. Identify gaps in current post-sales workflows, resources, assets and interlock with other functions (sales, product, engineering, services), and how to improve them (rework, invest, etc.); identify 3 roadblocks in current implementation projects that you believe you can resolve within 2 months.
4. Prepare and share a “what’s working” analysis and execution plan for our implementation group. Present findings, priority gaps and next steps to the exec team
5. Hire and onboard an additional solutions architect to bolster the team
2. In your first 6 months, optimize our post-sales implementation and establish a reliable support cadence for pre-sales:
1. Implement new/reworked implementation workflows and assets
2. Redevelop implementation scoping and SOW templates
3. Establish a clear process for when and how you support pre-sales on complex deals
4. Assess the need for additional implementation talent and if required, scope role and recruit
3. In your first 12 months, you will be improving business results as follows:
1. Completed 5 major implementation projects that were in initial stages upon joining
2. Measurably increased product usage for customers with an implementation program
3. Reduced average implementation time-to-value
4. Established implementation playbooks that enable the team to scale

What you need to be great at

• Industry expertise with business orientation: you speak, and understand pharma HCP engagement, with all the nuances (medical, commercial, marketing). You have a flair for spotting pain points, helping customers form business cases and guide them towards execution 
• Building a very close relationship with customer stakeholders: you can navigate the buying/implementation centers, build trust (“align”) with stakeholders and influence decisions
• Technical expertise & adaptability: You quickly get complex technical concepts with CRM, MAP, DXP and event platforms, and translate them into clear explanations for non-technical stakeholders. You are comfortable diving into new technologies and platforms to understand integration points. You can anticipate technical challenges and proactively develop solutions before they become obstacles.
• Hands-on, pragmatic troubleshooting: pharma implementation is complex; you ensure it never comes to a standstill by being creative and always seeking the small wins 

What we are most curious about

1. In implementation, what are the 2-3 mistakes companies make that slow projects down or damage customer relationships?
2. At the start of an implementation project, what are the things that work best for building rapport and trust with your technical counterpart?
3. How do you deal with too many cooks in the post-sales implementation kitchen? Specifically, choosing between implementing your preferred technical solution versus accommodating the agency/system integrator? What are the 2-3 tactics that seem to always work to deal with politics on the customer side?
4. What is your surest tactic for justifying a (fairly) large implementation proposal?
5. How do you see the best cadences and rituals to move things forward - beyond the usual suspects (kickoff and weekly calls). What's your secret for customers not dreading kickoffs and weekly calls?
6. When you've had to support pre-sales on complex deals, how did you balance that with your implementation responsibilities?

SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status.