Job Description

Director, Implementation and Professional Services

Reporting directly to the CEO, this role is ideally suited for a customer-focused leader experienced in building strong relationships with global clients and driving the adoption of technology solutions within complex operational environments. The Director, Implementation and Professional Services plays a key role in delivering successful implementations, expansions, and renewals by understanding customer needs and leading a high-performing team responsible for implementation and customer success activities. This individual serves as an internal advocate for customers, championing their needs across the organization.

Responsibilities:

Implementation and Professional Services

• Evolve, further develop, and continuously improve implementation and change management methodologies and tools, with a strong focus on training and organizational adoption.
• Support pre-sales activities for customer engagements, including services scoping, pricing, and statement of work development. Partner with Sales to identify and execute implementation and expansion opportunities.
• Understand customers' policies, procedures, processes, and business objectives, and assist them in developing strategies to maximize the value of technology solutions using best-practice change management principles.
• Provide oversight to the implementation team in planning activities, defining scope, establishing objectives, and delivering solutions aligned with customer business goals.
• Track, analyze, and report on implementation activities and project status across multiple customer engagements.
• Proactively engage with customers to maximize the value they realize from the organization's solutions, maintaining a strong understanding of their operations and how technology integrates into their workflows.
• Build relationships with executive sponsors, resolve escalated issues, and ensure high levels of customer satisfaction.

Management and Leadership

• Lead cross-functional initiatives with a customer-first mindset across the organization.
• Plan and allocate implementation resources to support organizational growth and customer demand.
• Develop and maintain a network of global partners to support the scalable delivery of implementation services across regions.

Required Qualifications: 

• Bachelor's degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, Computer Engineering, or a related discipline.
• PMP certification.
• Experience leading organizational change management initiatives or projects.
• Experience delivering enterprise SaaS solutions, such as ERP, CRM, SCM, or other large-scale business applications.
• Experience managing at least one full lifecycle implementation of enterprise information systems.
• Experience working within a professional services environment.
• Demonstrated experience presenting to and interfacing with C-level executives.
• Excellent organizational, communication, presentation, training, customer relationship management, and analytical skills.
• Highly motivated self-starter with the ability to work effectively within established operating frameworks.
• Strong customer service orientation and interpersonal skills.
• Proven ability to work effectively within geographically dispersed and virtual teams.
• Strong time management skills with a consistent track record of meeting commitments and delivering high-quality outcomes.
• Excellent analytical and problem-solving capabilities, with the ability to anticipate and proactively address issues before they become critical.
• Ability to influence stakeholders and gain alignment in sensitive situations while maintaining strong relationships.
• Experience identifying high-potential employees and supporting their professional development.
• Demonstrated success mentoring and developing technology professionals.

Preferred Qualifications:

• Spanish language proficiency.
• Master's degree in Information Systems Management, Business Administration, Computer Science, or a related field.
• Experience working with multicultural and multilingual teams across multiple time zones.
• Experience supporting pre-sales and solution scoping activities.

Level of Independence:

• This role requires a high degree of independence, initiative, and motivation, while operating effectively within a collaborative team structure and leadership framework.