Director, Implementation Services

This is a fully remote position, open to applicants in New York, +3 more states.

📋 Description

• Lead the comprehensive technical implementation of Faro in customer environments.

• Convert requirements into secure, scalable configurations, integrations, and workflows.

• Manage infrastructure setup alongside customer IT and Faro DevOps, including environments, SSO/SAML, identity provider configurations, user access, service accounts, APIs, and technical prerequisites for launch.

• Define, coordinate, and troubleshoot API integrations and system connections.

• Collaborate with customer IT, DevOps, Product, and Engineering teams to resolve issues and ensure smooth implementations.

• Establish, configure, validate, and troubleshoot JSON-based field mappings that link customer and third-party data to Faro’s structured data model and downstream systems.

• Create, test, and enhance custom AI prompts for workflows related to customer-specific data ingestion and protocol authoring.

• Extract, classify, transform, and structure clinical content.

• Interpret customer requirements into configuration modifications, scripts, workflow adjustments, data transformations, and third-party integrations.

• Develop repeatable implementation playbooks, standards, and processes to enhance consistency and accelerate time-to-value.

• Supervise a Project Manager who oversees implementation timelines and deliverables.

• Collaborate with Customer Strategy, Solutions Onboarding, Product Experience, Product, DevOps, and Engineering teams.

• Take ownership of customer-side implementation from technical discovery to go-live.

⛳️ Requirements

• Over 8 years of experience in Professional Services, Solutions Architecture, Technical Implementation, Integration Services, or a comparable customer-facing technical SaaS role.

• Extensive hands-on experience with enterprise SaaS infrastructure, including SSO/SAML, identity providers, APIs, authentication, service accounts, and customer system integrations.

• Proven experience in configuring and troubleshooting structured data mappings utilizing JSON or similar formats.

• Strong comprehension of data movement between systems.

• Experience in developing or refining AI prompts or rules-based logic for data ingestion, content transformation, or workflow automation.

• Capability to work directly with customer IT and technical teams while translating technical concepts for non-technical stakeholders.

• Excellent problem-solving and troubleshooting skills across infrastructure, integrations, data, and application configuration.

• Ability to establish scalable processes.

• Based on the U.S. East Coast.

• Preference for candidates located in Massachusetts, Connecticut, New York, Pennsylvania, or North Carolina.

• Willingness to travel up to 30%.

• Nice to have: experience in life sciences, clinical development, or other regulated enterprise software environments.

• Nice to have: familiarity with clinical data, structured data standards, or protocol design workflows.

• Nice to have: experience in building or scaling an Implementation, Professional Services, or Technical Services function and/or deeper experience with generative AI workflows.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision).

• Retirement Plan (401k).

• Life Insurance (Basic).

• Short Term and Long Term Disability.

• Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed).

• Training & Development Reimbursement.

• Hybrid Work Environment.

• Peer-to-peer bonus program.

• Company/department outings and events.

• Stock Option Plan.

• Office On-Premises Amenities; gym, restaurant tenant discount, Padel Nine.

• Flexible working hours.

• Remote-friendly ways of working.

• Periodic travel for in-person collaboration and team events.

• Equity as a major component of total compensation.