Director, Customer Implementation

Crisis24•Annapolis, MD

About The Position

The Director of Customer Implementation Services leads the strategy, execution, and continuous improvement of customer onboarding services. This role oversees implementation teams responsible for delivering high-quality and on-time projects for all Crisis24 solution suites, including all Custom Solution projects. This includes leading discussions on the scope for any work effort (Statement of Work for implementation and professional services) for customers. The SOW includes technical requirements, along with all SOW language to ensure a complete contractual document for the customer. We are passionate about developing our people and culture. This role leads by example, develops each individual team member, and coordinates personnel and resources required to successfully complete projects.

Requirements

Bachelor’s degree or equivalent business-related experience.
8+ years of experience in Professional Services for SaaS projects, including project management.
5+ years of leadership experience managing implementation or services teams.
Analytical and detail-oriented, with strong time management and organization skills.
Exceptional communication, problem-solving and stakeholder management skills.
Proven ability to scale teams and processes in a growth-oriented organization.

Nice To Haves

Experience implementing enterprise-level SaaS platforms.
Certifications: PMP, PMI-ACP, ITIL or similar certifications.

Responsibilities

Develop and execute the implementation strategy aligned with company growth objectives.
Lead, mentor, and scale a high-performing team of Implementation Managers.
Establish KPIs, performance metrics, and reporting frameworks to measure success.
Drive a culture of accountability, collaboration, and customer-centricity.
Oversee end-to-end implementation lifecycle from post-sale handoff through go-live and transition to support.
Ensure projects are delivered on time, within scope, and within budget.
Mitigate risks proactively and resolve escalations effectively.
Standardize and continuously improve implementation methodologies and best practices.
Partner with Sales to support scoping, solution design, and client expectations.
Collaborate with Product and Engineering to communicate customer feedback and implementation insights.
Work closely with Customer Success to ensure seamless transitions and long-term client satisfaction.
Develop scalable processes and documentation standards.
Monitor resource allocation, capacity planning, and forecasting.
Optimize tools and systems to enhance efficiency and visibility.
Identify opportunities to improve margins and service offerings.
Build relationships with key customers.
Participate in strategic client meetings and high-level solution discussions.
Ensure a consistently exceptional customer experience.