Director of Implementation

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

📋 Description

• Take ownership of the Blueprint implementation methodology.

• Implement planned enhancements and pinpoint opportunities to facilitate smooth and efficient engagements, enabling customers to effectively adopt Centerbase products.

• Define and launch additional onboarding programs as Centerbase expands its go-to-market offerings.

• Maintain playbooks, project plans, and other project artifacts to guarantee consistent delivery.

• Oversee new and existing customer engagements while keeping senior leadership updated.

• Manage customer escalations throughout the implementation process.

• Supervise governance and assist in the execution of Partner implementations.

• Collaborate with Sales and Customer Success teams to ensure positive customer experiences and successful product adoption.

• Work alongside Product and Engineering to continuously enhance product offerings and simplify implementation.

• Build and improve internal data migration tools, utilizing AI-driven methods to streamline and simplify migration and validation processes.

• Expand and enhance training offerings, including e-Learning/LMS content, live training sessions, webinars, and Centerbase certification programs.

• Develop best practices across onboarding teams, covering scoping, delivery, tracking, and reporting.

• Recruit, mentor, and develop team members, fostering professional growth and engagement.

• Advocate for customers within the organization and represent Centerbase leadership to customers.

• Build and sustain executive relationships with customers.

• Drive successful go-lives, ensure retention, manage implementation timelines, achieve time-to-value, maintain quality, reduce rework, and enhance CSAT.

⛳️ Requirements

• 5+ years of progressive experience in leading onboarding and implementation teams within B2B SaaS, including experience managing other managers.

• Willingness to travel occasionally (10-20%).

• Experience in introducing technology, including AI, to foster operational improvements.

• Proven experience in leading Enterprise engagements.

• Domain experience in Legal Tech is preferred; experience in Billing, Accounting, or AP/AR software solutions is also advantageous.

• Background in Customer Success or Professional Services is a plus.

🏝️ Benefits

• Flexible PTO.

• Two Company-Wide Mental Health Days.

• Parental Leave Programs.

• 401(k) with Company Match.

• Broad Equity Participation.