Director, Customer Implementations

This is a fully remote position, open to applicants in Alabama, +27 more states.

📋 Description

• Lead, mentor, and cultivate a global Customer Implementations team responsible for intricate enterprise deployments within 3E’s product portfolio.

• Define implementation expectations, operational rhythms, delivery standards, and accountability measures.

• Elevate standards for delivery quality, milestone discipline, risk management, customer communication, go-live readiness, and value realization.

• Develop scalable implementation practices, including project plans, governance models, RACI frameworks, resource allocation, delivery controls, and customer communication strategies.

• Establish risk management protocols to identify project health issues, escalations, resource limitations, and delivery risks.

• Enhance visibility into project health, customer risk, capacity, and delivery performance through dashboards, tools, and reporting mechanisms.

• Provide structure and practical solutions to ambiguous, legacy, and complex customer situations.

• Collaborate with Customer Experience, Sales, Account Management, Customer Success, Product, Support, Technology, and Business Line leaders.

• Mentor talent, address performance gaps, enhance cross-product knowledge, and instill accountability and a culture of continuous improvement.

• Identify opportunities to leverage AI, automation, workflow tools, and digital workers to scale implementation operations.

• Capture implementation insights to support renewals, expansions, account planning, and long-term customer success.

• Report directly to the VP of Customer Experience.

⛳️ Requirements

• Over 10 years of experience in B2B SaaS implementation, professional services, information services, customer onboarding, and delivery operations.

• At least 6 years of experience leading global, distributed, or multi-region teams in high-growth, scale-up, or private equity-backed environments.

• Proven success in leading complex enterprise software implementations, including multi-product deployments and programs with significant data, integration, or regulatory complexities.

• Experience managing enterprise products or implementation portfolios with considerable commercial scale, ideally exceeding $5M USD in revenue or ARR.

• Strong capability to link implementation efforts to customer value, annual contract value (ACV), renewals, expansion opportunities, and revenue protection.

• Proficient in utilizing AI, automation, dashboards, workflow tools, or digital workers to enhance operational scale, reporting accuracy, and team productivity.

• Ability to improve implementation quality through project health systems and ensure go-live readiness and post-sale value realization.

• Experience navigating ambiguity, transformation, legacy processes, and complex customer requirements.

• Strong customer-facing presence with the ability to build trust, communicate effectively, and collaborate with enterprise customers and stakeholders.

• Must be based in the U.S. Eastern Time Zone.

• Eligible to work without sponsorship.

• Preferred: experience in regulated, data-intensive, or complex enterprise software environments.

• Preferred: experience with ERP integrations, data migration, interoperability, or multi-product enterprise deployments.

• Preferred: PMP certification or equivalent project/program management experience.

🏝️ Benefits

• Health, dental, and vision insurance.

• Life insurance and disability coverage.

• Open PTO and parental leave.

• 401(k) plan with company matching.

• Employee assistance program.

• Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness).

• Eligibility for performance-based incentives.

• Equity eligibility.