Senior Director, Implementations

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

📋 Description

• Manage the entire post-sale process, starting from the signed agreement to the successful customer go-live, which includes migrations.

• Consolidate implementation and migration teams into a unified organization that caters to all three business units.

• Create a common implementation methodology, operational standards, and quality expectations with clear delivery processes.

• Revamp the organizational structure, defining roles, responsibilities, staffing levels, and reporting relationships.

• Develop and implement a hiring, leveling, and career development plan.

• Identify key performance indicators such as time-to-value, migration success rate, implementation duration, and churn within the first 90 days.

• Set baseline metrics within the first 90 days and establish a continuous performance review cycle.

• Choose, implement, and oversee professional services automation (PSA), project management, ticketing, and related tools.

• Determine the balance between human-led implementations and self-service options.

• Create standardized procedures for scoping, kickoff, implementation, migration, escalation, and go-live processes.

• Formulate a rapid sign-off procedure for complex or high-risk agreements.

• Collaborate with Sales, Solutions Architecture, Product, Engineering, Customer Success, and Support teams.

• Specify automation needs and partner with Engineering to enhance scalability.

• Drive results through teams that are not under direct management.

• Lower implementation costs, enhance time-to-value, and boost standardized or self-service delivery.

• Ensure executive-level insight into capacity, pipeline, risks, outcomes, and performance metrics.

• Build the business case for generating revenue through professional services.

• Define the operational model, pricing strategies, service definitions, and delivery economics.

• Perform additional duties as assigned.

⛳️ Requirements

• Extensive leadership experience in building, scaling, or restructuring a professional services, implementation, or migration organization.

• Background in hosting, cloud infrastructure, B2B SaaS, or a similar technology environment.

• Proven track record in leading implementation or professional services delivery for mid-market and enterprise clients.

• Experience managing organizational change, including reconfiguring teams, processes, operational frameworks, and delivery methodologies.

• Strong grasp of implementation economics, capacity planning, project delivery, and customer time-to-value.

• Experience in establishing operational metrics and creating reliable reports in situations where data may be incomplete or unreliable.

• Excellent commercial judgment and understanding of the economics surrounding implementation and professional services.

• Proficiency in selecting or implementing PSA, project management, ticketing, or similar operational tools.

• Strong cross-functional leadership capabilities and the ability to drive outcomes through teams beyond one's direct organization.

• Comfortable collaborating with Sales and Solutions teams to evaluate implementation complexity and set deal approval processes.

• Strong executive presence and communication abilities; capable of influencing senior leaders across Sales, Product, Engineering, and Services.

• Proven capability to balance customer experience, delivery quality, operational efficiency, and commercial results.

• Preferred: experience in transitioning an implementation or professional services organization from a cost center to a revenue-generating entity.

• Preferred: familiarity with designing self-service versus human-led delivery models.

• Preferred: experience in leading migrations in cloud, hosting, infrastructure, or SaaS settings.

• Preferred: experience in implementing automation or product-led enhancements to minimize manual implementation tasks.

• Preferred: experience in supporting multiple business units, product lines, or delivery strategies.

• Preferred: experience with PSA platforms and project management systems.

• Preferred: experience in a private equity-backed, acquisitive, or multi-brand technology landscape.

🏝️ Benefits

• Option to work from home.

• Traditional climate-controlled office environment or the ability to work from home.

• Reasonable accommodations available for individuals with disabilities.

• At-will employment (employment contract remains at will).