Head of Product Implementation

About JustPark

JustPark is the premier partner offering both B2B solutions for destinations and B2C services for drivers, giving us the best of both worlds. We simplify the entire parking experience. From venues and local government to private driveways, our platform makes it simple for drivers to find, book, and pay for parking—while empowering our operating partners to deliver exceptional parking experiences.

We’ve always believed parking should be easier—from end to end. That’s why we, two trailblazing companies—ParkHub and JustPark—have come together to make that vision a reality. 

ParkHub revolutionized event parking in the US, optimizing venue operations for a smoother, stress-free experience. JustPark transformed parking in the UK, turning the hunt for a spot into a simple, seamless task.

Now, as one unified company, we’re combining expertise to offer a full-service, frictionless parking solution for both businesses and consumers.

About the Role

As the Head of Product Implementation you will work in a global team and report to the Senior Director of Product Implementation. Ideally you’ll be based in the Dallas area, however we are also open for you to be based remotely in the US.

You will be focused on implementation work in North America and manage a small team of implementation specialists for the region. Within the region you will be accountable for end-to-end planning and execution for client onboarding across our product range. This will include working with, and managing delivery by, teams across the business (e.g. commercial, marketing, product, engineering, success, support, finance, etc), channel partners and integration partners.

This is a ‘hands on’ role, you will directly engage with clients, configure products, deliver training and solve problems.

Your KPIs will focus on speed, efficiency, repeatability, scalability of and client satisfaction with product implementation.

Core Responsibilities

• Lead multiple concurrent client implementations, from initial sales handoff through to product configuration, launch, post-implementation review and transition to BAU (client success & client support)
• Partner with commercial teams to shape implementation scope during pre-sales process
• Allocate implementation workload across the team (including yourself)
• Develop implementation plans by tailoring playbooks to the unique needs of each implementation
• Manage client relationships, align expectations, gather information and run regular client meetings
• Configure products and QA configuration to ensure it functions as expected 
• Coordinate and manage deliverables from across the business (commercial, marketing, product, engineering, success, support, finance, etc) in alignment with the implementation plan and other priorities across the business
• Manage integration partners and suppliers to ensure delivery to overall timelines
• Collaborate closely with channel partners and ensure successful delivery for both the partner and end-client
• Work closely with product and engineering to define operational processes for new products/features and surface client requirements for roadmap consideration
• Monitor and review work output of your team
• Act as a senior escalation point for complex client implementations and problem resolution.
• Ensure clients achieve time-to-value quickly and ensure that the JustPark business is well positioned to retain clients, realise revenues and drive revenue expansion 

Continuous Improvement

• Increase the efficiency and scalability of the implementation team 
• Iterate and improve implementation processes, playbooks, templates, etc 
• Identify and act on opportunities to increase automation and self-service in implementation
• Facilitate retrospectives, pre/post-mortems, lessons learnt, RCA, etc processes and ensure that agreed improvements are implemented

Team leadership & development

• Manage a remote team
• Set and achieve ambitious targets 
• Develop and retain top talent
• Mentor and support team members 

Requirements

• 5+ years experience in a customer/client success, customer/client onboarding, technical account management or professional services for SaaS products, including 2+ years in a leadership role 

• Proven track record delivering complex implementations with channel and/or integration partners
• Demonstrated ability to develop and improve on processes with measurable increases in speed, efficiency and quality
• Strategic awareness and commercial acumen
• Strong communication, interpersonal and client management skills

Bonus Skills

• Experience in start-up and/or scale-up businesses
• Experience working with teams and/or clients across multiple time zones
• Experience working in B2B2C environments involving both B2B clients and end-users where the commercial model is partly driven by end-user transactions
• Background in parking technology, mobility, event management or venue operations
• Qualifications in project management (eg PMP, PSM/CSM, etc)
• Experience in administration of sales, support and/or customer/client success tools (e.g. Salesforce, Zendesk, Planhat, Jira or similar)

Benefits

• Investment in YOU and your wellbeing: competitive healthcare package & other wellness offerings!

• Simplifying journeys so you can breathe easier: a range of travel related benefits for you to take advantage of such such as parking credit and much more!
• Recharge your batteries: lunches, snacks, drinks & other sustenance provided for you in the office & a generous holiday policy
• We look out for your family: enhanced parental leave offerings and childcare benefits
• Look after the pennies!: 401k/pension offerings & referral schemes to continue growing our team
• Success is best when it's shared!: regular social activities and opportunities to spend time with your colleagues outside of work on us!

Our Hiring Process 

We value transparency and speed of execution (and you should too!)

• Application Review - Review of your application against requirements. Outcome within 3 business days
• First-interview - 30-minute virtual video interview via Google Meet with the People Team to tell you more about JustPark and the role and learn more about your experience. Outcome within 2 business days
• Second-interview - 30-minute virtual video interview via Google Meet with the Hiring Manager. Outcome within 2 business days
• Final-interview - 1 hour virtual panel interview & task presentation. We’ll ask you to come prepared with a task to present to the team. At this stage you’ll meet your wider team and manager and cover final interview-type questions around the role. Outcome within 5 business days

In practice due to your availability and ours we expect the process to take ~3 weeks from the first interview.