Director of Implementation

Swiftly

16d • $165,000 - $175,000 • Remote

About The Position

Swiftly is searching for a Director of Implementation that will own the end-to-end customer implementation experience, ensuring new customers are onboarded efficiently, correctly, and with clear paths to value. This role leads the Implementation and Solutions Engineering team. while partnering closely with Sales, Customer Success, Product, and Engineering to translate signed contracts into successful, on-time launches.

Requirements

• 8–12+ years of experience in implementation, onboarding, professional services, or post-sales delivery roles within SaaS or technology organizations
• 3+ years of leadership experience
• Proven experience implementing complex, multi-stakeholder solutions for enterprise customers
• Proven ability to manage concurrent implementation projects successfully. Able to scale your function with project management tools
• Strong understanding of post-sales motions and how implementation impacts retention, expansion, and customer health
• Excellent executive communication and stakeholder management skills
• This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship

Nice To Haves

• Experience scaling implementation processes in a high-growth environment
• Background in Customer Success, Solutions Engineering, or Professional Services
• Industry experience is SAAS, retail, or digital media
• Deep Retail experience – POS integration a plus
• Experience with implementation tooling (e.g., Asana, Onramp, Smartsheet, Monday, Jira/Confluence, Salesforce)
• Familiarity with usage-based, managing complex technical implementations or platform-driven SaaS products

Responsibilities

• Own the full lifecycle from contract signature, go live to handoff to customer success
• Establish timelines, milestones, requirements, and risk plans for each account
• Oversee all technical integrations (API, data feeds, TLOGs, CRM, GA, POS, mobile/web app deployment, etc.)
• Run internal and external kickoff processes with structured project plans
• Manage key retailer programs and steer the team with management of other retailer projects. Work with product, design, and professional services developers and technical program management to closely coordinate deliverables
• Manage Implementation Managers, Project Managers, and Solutions/Technical resources
• Build repeatable playbooks, templates, onboarding materials, and certification programs
• Drive weekly pipeline + forecasting of all implementation work
• Partner with Sales/sales engineering for scoping, deal hygiene, and readiness criteria
• Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests. Coordinate with Product/Engineering for feature gaps, technical issues, or roadmap escalations
• Conduct postmortems with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through
• Align with CS to ensure a seamless post-launch transition
• Coordinate QA checkpoints (data validation, app readiness, API tests)
• Manage risk frameworks and escalation patterns
• Own communication cadence with customers (weekly status, timelines, blockers)
• Build / manage dashboards (time-to-value, NPS/CSAT, Launch phased completion), risk management
• Track capacity planning, time tracking, workload distribution, and forecasting
• Present trends, risks, and strategic recommendations to ELT
• Other related duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed