Director of Implementation and Onboarding – Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Direct the Project Management and Onboarding operations for enterprise client implementations.

• Manage the entire lifecycle of client implementations and onboarding, from strategic planning to the transition to support.

• Ensure alignment of client engagements with company goals, client expectations, and available resources.

• Develop a flexible onboarding process that aligns with product capabilities.

• Provide a consultative, high-quality experience for clients, aiming to create referenceable clients.

• Mentor and develop Delivery team members to enhance their autonomy and confidence.

• Collaborate with Sales and Client Success to assess and scope engagements, contributing to pre-sales estimates and timelines.

• Assist the EVP of Delivery with executive reporting, capacity planning, and visibility into program health.

• Work with Solutions Enablement, Product, Support, QA, and Engineering to align roadmaps and address any blockers.

• Establish best practices for delivery in areas such as scope management, timelines, change control, risk mitigation, and project methodology.

• Utilize Monday.com, Jira, and Salesforce to forecast capacity, monitor deliverables, and provide insights to senior leadership.

• Act as the secondary escalation point for client issues and delivery obstacles.

• Cultivate a culture of high trust and continuous improvement in change management.

⛳️ Requirements

• Bachelor’s degree in business, technology, or a related discipline.

• Over 10 years of experience in software delivery, ideally in the SaaS sector.

• At least 5 years in roles involving people management.

• Demonstrated success leading teams on complex, cross-functional, client-facing enterprise software projects.

• Experience with self-directed client onboarding processes.

• Knowledge of working with direct clients, partners, and third-party integrators.

• Familiarity with Agile/SCRUM methodologies.

• Understanding of SDLC, backlog management, release cycles, and CI/CD practices.

• Strong understanding of project financials and the ability to engage in budgeting and resource-planning discussions.

• Excellent communication skills, including the ability to present to executives and conduct client meetings.

• Proficient in Monday.com, Jira, and Salesforce.

• Capable of leading through change, managing ambiguity, and maintaining composure in high-pressure situations.

• Advanced degrees or certifications such as PMP or Scrum Master are advantageous but not mandatory.

🏝️ Benefits

• Reasonable accommodations available for applicants and employees who require them.

• Commitment to equal employment opportunity and a workplace free from discrimination and harassment.