The problem that I want you to solve

We are a fast growing software company building highly customizable SaaS products. When we close new customers, those customer have legacy systems full of data of varying quality that they want moved to our system. Since our system is highly customizable, some of that is repeatable and some are one off migrations.

I need a person that could manage a staff of technical people, but also can make the customer experience good one.Setting customer expectations, creating repeatable processes, dealing with internal and external people. That will require a firm hand and the ability to say "no.". We currently have a backlog of customers not yet onboarded and sales are ramping up. This is currently a weak point in our operation and we need a person that can make this into a strength.

Challenges include varying data quality in legacy system, varying cooperation from new customer, commitments are important because new customers often have to cease operations on legacy systems and start on Filevine, creating a relatively small window, managing late process requests for changes – all of the usual migration issues. Key is finding the balance in all of this. No customer wants or will pay for perfect data but we want them happy at the end. That can be a moving target.

Skills & Requirements

Ability to manage a technical operation and staff – this often means a technical background

Ability to navigate the balance between pleasing customers and not letting them take advantage

Ability to setup processes that are reliable

Ability to set and meetcommitments

Ability to properly set expectations