Director

• Define and execute a comprehensive upgrade roadmap for Datacor products to define target client deployments, and system upgrades.
• Align upgrade and optimization initiatives with corporate and customer objectives.
• Develop KPIs and performance metrics to assess the success and impact of optimization and upgrade efforts.
• Champion data-driven decision-making and continuous improvement across all service touchpoints.
• Own the full upgrade lifecycle, including planning, scheduling, risk mitigation, communication, and post-upgrade validation.
• Develop and enforce standardized upgrade playbooks and procedures across all customer segments.
• Coordinate with Product and Engineering teams to align upgrade paths with roadmap enhancements, deprecations, and technology shifts.
• Lead cross-functional coordination for major version releases, patch rollouts, and cloud/on-premises transitions.
• Monitor and improve upgrade velocity, automation, and customer satisfaction through process refinement and tooling.
• Analyze upgrade workflows, configurations, and data architecture to identify inefficiencies and performance gaps.
• Partner with Product Management to drive roadmap prioritization based on optimization insights and upgrade outcomes.
• Collaborate with customers to assess business processes and unlock greater value via tailored optimization strategies and upgrade readiness planning.
• Act as an escalation point for complex performance issues, upgrade challenges, and critical deployments.
• Create tools, self-service resources, and diagnostics to enable customers to assess ERP performance and prepare for upgrades.
• Conduct quarterly customer optimization reviews and value realization sessions in coordination with Customer Success.
• Build and lead a high-performing, cross-functional optimization team (analysts, architects, upgrade specialists, and delivery managers).
• Cultivate a culture of agility, accountability, and innovation.
• Provide mentorship and career growth pathways for team members.
• Drive knowledge sharing, technical enablement, and continuous improvement across the services organization.

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