Director of Implementations

Responsibilities 

Customer Onboarding and Implementation 

• Lead end-to-end implementations for Payroll, Time, and Benefits solutions, ensuring timely delivery and customer satisfaction. 

• Drive project management, including resource allocation, risk management, and issue resolution. 

• Build and maintain strong relationships with client stakeholders, conducting regular check-ins to monitor progress and gather feedback to provide recommendations to drive continuous improvement. 

• Own key KPIs related to implementation success, including project timelines, client satisfaction scores, and successful product adoption. 

• Own the implementation portion of the client journey, collaborating closely with Sales, Product, and Customer Experience teams to ensure a holistic, strategically aligned customer experience. 

Cross-Functional Collaboration 

• Collaborate with Sales, Product, Engineering, and Customer Experience teams to ensure seamless customer transitions. 

• Work closely with the Product team to provide feedback that informs the product roadmap, ensuring development aligns with customer needs and industry trends to enhance the client experience. 

• Ensure internal teams are prepared for customer handoffs through detailed documentation and clear expectations. 

• Provide regular updates to senior leadership regarding implementation progress, risks, and improvement opportunities. 

Process Improvement and Optimization 

• Continuously refine implementation methodologies, tools, and processes for efficiency and scalability. 

• Define and track key performance metrics, including project timelines, resource utilization, and customer satisfaction. 

• Develop and maintain project documentation, best practices, and onboarding materials for both internal and external stakeholders. 

• Assist with annual budget planning and capacity forecasting for the implementation team, ensuring resources align with organizational goals and client needs. 

• Establish and lead a Quality Control program to ensure consistent implementation standards and successful project outcomes. 

• Develop a comprehensive strategy for both internal and external training needs related to implementation. 

Supervisory Responsibilities 

• Lead and develop a high-performing team, providing training, coaching, guidance, and support as needed. 

Qualifications 

• Bachelor’s degree or equivalent experience in Business, Accounting, Computer Science, or related fields. 

• 5+ years of experience in software implementation, project management, and team leadership. 

• Expertise in Payroll, Time, and Benefits solutions preferred. 

• Strong leadership, project management, and communication skills. 

• Proven experience leading cross-functional implementation teams in a fast-paced, client-centered environment. 

• Demonstrated ability to lead high performing teams, including project managers, consultants and analysts. 

• Experience with change management principles and driving process improvements with an implementation environment.  

This is a remote position.