Kryterion, Inc.

Director

• Lead the strategy, execution, and growth of Kryterion’s implementation and consulting services organization
• Drive successful customer onboarding, program launches, and ongoing optimization initiatives for clients
• Oversee a team of project managers, implementation specialists, consultants, and training professionals
• Partner closely with Sales, Product, Customer Support, and cross-functional teams
• Define and execute the Consulting and Implementation vision aligned with company growth goals
• Build scalable service offerings (implementation, integration, training, consulting)
• Drive utilization, margin, and revenue targets for services
• Oversee end-to-end implementation of certification programs
• Act as executive sponsor for key projects
• Lead, mentor, and scale a team of Implementation Managers, Consultants, Project managers, Trainers
• Establish performance metrics, career paths, and training programs
• Foster a high-performance, customer-centric culture
• Partner with Sales on scoping, SOW development
• Collaborate with Product and Sales to influence roadmap based on client needs
• Track and report on KPIs: Time-to-launch, Customer satisfaction, Utilization and billable rates, Project margin and revenue
• Serve as a subject matter expert in certification and credentialing best practices

Director of Consulting – Implementation

Customer Support

• Respond to inbound inquiries from client stakeholders via email, phone, chat or ticketing system
• Support common client requests such as: User and role management (admin access, permissions), Exam setup questions (scheduling windows, eligibility rules), Reporting and dashboard navigation, Basic configuration updates within the platform
• Troubleshoot standard platform issues: Admin portal access problems, Misconfigured settings affecting exam delivery
• Guide clients on best practices for: Managing certification programs, Navigating platform features and workflows
• Document all interactions and resolutions in CRM/ticketing system
• Escalate complex configuration or technical issues to Level 2
• Ensure adherence to SLAs and response time expectations

Director of Consulting – Implementation

Customer Support Representative, Tier 1