Director of Implementation

Foundation Software•Strongsville, OH

About The Position

The Director of Implementation is responsible for leading the strategy, execution, and performance of the implementation teams. This role ensures customers achieve their desired outcomes through the company's products and services, driving retention, satisfaction, and long-term growth. The Director will collaborate cross-functionally with Sales, Product, Support, Education and Customer Success to enhance the customer journey, develop scalable implementation processes, and ensure continual improvement and education within the implementation teams.

Requirements

7-10+ years of experience in Implementation, Support and/or Customer Success
3-5+ years in a leadership role, managing customer-facing teams and driving strategic initiatives
Proven track record of improving customer implementation process, time to go live, etc.
Exceptional leadership, people management, and team development skills
Excellent interpersonal, communication, and executive-level presentation abilities
Analytical mindset with experience using Implementation / Learning Platforms (e.g., Kantata, Litmos) and CRM systems (e.g., Salesforce)
Ability to manage escalations and navigate complex customer relationships with professionalism and urgency
Demonstrated ability to work cross-functionally and influence at all levels of the organization
Passion for Implementations and a customer-first mindset
Experience in managing teams, including the ability to motivate, mentor, and track performance.
Ability to design and implement KPIs to measure team success.
Strong organizational skills and attention to detail.
Proactive in identifying team and customer needs and developing solutions.
Ability to work collaboratively in a team environment while also independently managing projects.
Flexible and adaptable, with a positive attitude toward new challenges and learning.

Responsibilities

Develop and execute the overall Implementation strategy to drive retention, expansion, and customer satisfaction
Lead, mentor, and grow a high-performing Implementation team, ensuring alignment with business goals
Establish and track key performance indicators (KPIs) to measure customer health, success outcomes, and team performance (utilization, time to go live)
Partner cross-functionally with Sales, Product, Support, and Customer Success to optimize the customer journey
Create scalable processes and programs for onboarding, adoption, and growth
Develop strong executive relationships with key accounts to ensure successful implementations
Lead initiatives to reduce churn and increase customer satisfaction during implementation
Serve as the voice of the customer internally, contributing feedback to product development and business strategy
Manage risk and proactively resolve escalations with professionalism and urgency
Monitor industry trends and best practices to continuously evolve the implementation function
Manage the organization and centralization of learning content in a shared location for easy access and use across the team.
Create formal and consistent learning materials, ensuring content is up-to-date, clear, and aligned with organizational needs.
Ensure content creation spans all product lines, reflecting the breadth of the company's solutions.
Play an active role in the rollout of the Learning Management System (LMS), ensuring it is effectively implemented and used by both internal teams and clients.
Act as a subject matter expert on the company's offerings, providing support to internal and external stakeholders.