As the Director of Implementation, you will lead and inspire Hyperproof’s Implementation team to help customers unlock the full potential of our product. You will drive the design, execution, and optimization of our implementation methodologies, ensuring high-impact outcomes for Enterprise and Strategic clients. This role involves leading the Implementation team to deliver efficient, effective, and customer-focused implementations that drive lasting adoption and value.
Reports to: SVP of Services and Enablement
What You’ll Do
Implementation Strategy & Team Leadership
- Develop and standardize implementation methodologies and best practices, creating structured and repeatable frameworks that drive success for a diverse portfolio of clients.
- Lead, mentor, and grow the Implementation team, ensuring they are equipped to execute implementation plans that align with customer success objectives.
- Drive cross-functional collaboration, defining roles, responsibilities, and timelines to ensure seamless execution across teams and alignment with client expectations.
- Provide expert oversight and direction in strategic implementation projects, including direct engagement with enterprise customers to ensure timely, high-quality delivery.
Customer Relationship Management
- Serve as a trusted advisor for Enterprise and Strategic customers throughout the implementation journey, aligning Hyperproof’s solutions to meet their specific goals and requirements.
- Cultivate long-term customer relationships that support successful renewals and expansions by building trust, delivering value, and actively addressing needs and concerns.
Metrics, Reporting & Continuous Improvement
- Track, analyze, and report on implementation performance metrics, including time to value, customer satisfaction, and project completion rates, using these insights to continuously improve service delivery.
- Identify improvement opportunities within the implementation process and lead initiatives to enhance the efficiency, quality, and scalability of operations.
How You’ll Know You’re Successful
- Customer Satisfaction & Retention: Consistently achieve high satisfaction scores from clients, with clear improvements in user adoption and value realization metrics.
- Project Efficiency & Quality: Deliver implementation projects on time and within scope, maintaining a high standard of quality and achieving rapid time-to-value.
- Team Development & Operational Excellence: Cultivate a high-performing Implementation team, creating methodologies that are effective, repeatable, and scalable, improving the overall customer experience.
What You’ll Bring
Experience:
- 10+ years in an implementation or professional services leadership role within a SaaS or technology organization, with a focus on enterprise-level accounts.
- Proven track record in managing complex, large-scale software deployment projects and leading teams, ideally with project management certifications (PMP preferred).
- Experience building and scaling an implementation team, including fostering talent and managing relationships with channel partners.
Technical & Analytical Skills:
- Deep knowledge of project management and CRM tools, with a keen ability to interpret metrics and drive process improvement.
- Technical fluency with learning and deploying new software, with the ability to troubleshoot effectively and communicate technical solutions clearly.
Communication & Relationship-Building:
- Exceptional written and verbal communication skills, with an ability to clarify complex processes and inspire confidence among both internal and external stakeholders.
- Strong interpersonal skills, fostering productive relationships across functional teams and with executive-level customers.
Business Acumen & Customer-Centricity:
- A customer-first mindset, with a strategic approach to aligning Hyperproof’s solutions with customer needs to maximize impact and value.
- Ability to think critically about the business and provide insights that contribute to broader organizational goals.
OUR TECH
- Google Suite: Docs, Sheets, Slides
- Atlassian Suite: Jira, Confluence, Trello
- CRM: Salesforce, Quala
- Project Management: MSFT Project, Smartsheet
- Communications: Gmail, Zoom, Slack, MSFT Teams
- OS: Windows, Mac
LOCATION
- We are a fully remote company! Rather than restrict ourselves to only finding talent in one city, we’d rather find the absolute best people regardless of where they live. Candidate must be flexible to work across time zones (PDT - EMEA)
CANDIDATE EXPERIENCE
- We value your time and want you to know what to expect from us. For this interview, we expect to ask you to participate in 5 interviews and expect this to be completed in 4.5 hours over 2 weeks.
- 1st Interview - Talent Acquisition
- 2nd Interview - Hiring Manager - SVP of Implementation and Enablement
- 3rd Interview - VP of Customer Success
- 4th Interview - SVP of Sales
- 5th Interview - Director of Professional Services & Advanced Implementations
- Total Time: 4.5 Hours
The full compensation package is based on candidate experience and certifications.Remote USA$130,000—$155,000 USD
WHERE YOU’LL GO
- Hyperproof also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and our people team to explore lateral moves to other parts of the organization as you continue to grow with us.
WHAT WE OFFER
- Annual compensation reviews + equity
- Unlimited PTO: strongly encouraged to unplug and recharge
- Health: coverage for medical, dental, and vision - employee and dependents
- 401K which vests immediately, complete with a 4% company match
- 12 weeks of Parental leave and 1 year free diapers and wipes with Honest
- Annual company in-person events and quarterly in-person connects
- $1000 home office stipend - at the time of hire. Any additional home office needs are requested as needed.
- $100 quarterly paid wellness stipend
- Pet insurance
- Slack channel notifications turn off after 5 pm based on your time zone
- Two Hypercharge weeks of rest where we close company wide (July & Dec)
It’s an exciting time to be at Hyperproof — we recently raised $40 million in our Series B financing, further cementing Hyperproof as the emerging leader in the risk and compliance management space.At Hyperproof’s core are our passionate team members who focus on user experience, beautiful design, and evangelize a positive social impact of our cloud based platform. We help organizations streamline their risk and compliance workflows so our customers can spend more time strategically managing programs and less time wrangling spreadsheets. We are disrupting the governance, risk, and compliance software space with our innovative platform by helping traditionally unsung heroes (compliance professionals)
do the right things so the wrong things don’t happen.
Learn more about the @hyperproof culture and how it all started.
EQUAL OPPORTUNITY EMPLOYER
Hyperproof is committed to a diverse and inclusive workplace — it’s one of our core values! Hyperproof is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway.
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