Role overview

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.