Director, Professional Services & Implementation

ELCA • Fort Lauderdale, FL

7d • Onsite

About The Position

SECUTIX is the enterprise ticketing and audience engagement platform behind some of the most complex live events in the world - international federations, major tournaments, championship venues, and cultural institutions across Europe and beyond. Our S-360 platform is built on a simple premise: the rightsholder should own the fan relationship, the fan data, and the distribution of their own inventory. SECUTIX Americas is the North American arm of that business, headquartered in Fort Lauderdale and backed by our Swiss parent. We are early in our US build-out and winning against entrenched incumbents in live sports, cultural arts, and attractions. The platform is proven at global scale; the Americas organization is being built now. This is a founding leadership hire for our delivery function. You will own how SECUTIX implementations run in this market and will build the team in the US.

Requirements

• 15+ years in enterprise software delivery, with a meaningful portion in professional services, implementation, onboarding, or technical program management at a B2B SaaS vendor.
• 5+ years leading people, including direct experience hiring and developing a delivery or implementation team, and not just managing an inherited one.
• Demonstrated ownership of complex, multi-stakeholder implementations with hard external deadlines and executive visibility.
• Strong command of delivery economics: scoping, estimating, SOW construction, change orders, utilization, and margin.
• Track record building process where none existed: methodology, templates, playbooks, and standards that survive your absence.
• Executive presence and the credibility to hold a difficult conversation with a client sponsor without damaging the relationship.
• Willingness to travel and to work event-driven hours during launches and championship windows.

Nice To Haves

• Hands-on experience with a major ticketing platform — SECUTIX, Ticketmaster/Archtics, Paciolan, AXS, SeatGeek, Tessitura, AudienceView, Spektrix, Ticketure, or similar.
• SaaS CRM implementation background (Salesforce, Dynamics, HubSpot) with real data migration and integration experience.
• Experience standing up a delivery function at a company entering a new geography or vertical.
• Comfort with a European-headquartered organization and cross-time-zone collaboration.
• Bachelor’s degree or equivalent experience.
• PMP, PMI-ACP, Prince2, or Scrum certification a plus, but not a substitute for track record.
• Spanish, given Americas scope.

Responsibilities

• Own end-to-end delivery of SECUTIX S-360 implementations across the Americas: enterprise sports properties, arts and cultural venues, attractions, and multi-venue campuses and districts.
• Serve as the accountable executive for time-to-go-live, delivery quality, scope discipline, and services margin across the regional portfolio.
• Personally lead the most strategic and complex programs: multi-entity federations, championship events with fixed immovable go-live dates, and migrations off incumbent platforms.
• Run delivery governance: steering committees, executive status reporting, escalation management, and go/no-go decisions for launch readiness.
• Design the Americas delivery organization: define roles, levels, ratios, and the hiring sequence from a small founding team to a scaled practice.
• Recruit, onboard, coach, and retain implementation consultants, project managers, and solution and configuration specialists.
• Establish career paths, performance expectations, certification standards, and a bench plan that supports regional revenue growth without over-hiring ahead of it.
• Build a culture that combines consulting rigor with live-event operational reality.
• Localize and industrialize SECUTIX’s global delivery methodology for the Americas market: statements of work, project plan templates, discovery frameworks, configuration standards, data migration playbooks, UAT protocols, training curricula, and hypercare models.
• Build repeatable, vertical-specific implementation accelerators.
• Manage and report the delivery KPI set: time-to-value, on-time go-live rate, services utilization and realization, project margin, CSAT at launch, escalation volume, and first-90-day platform adoption.
• Own the data migration and integrations discipline in partnership with product and engineering.
• Support pre-sales and RFP pursuits: services scoping & pricing, delivery risk assessment, and the implementation narrative in bids and orals.
• Ensure a clean sales-to-delivery handoff, and that what gets sold is what can be delivered profitably.
• Act as a credible executive voice with client sponsors - CFOs, CIOs, CROs, and executive directors - before, during, and after signature.
• Represent Americas delivery requirements to global product and engineering; advocate for market-specific roadmap needs.
• Leverage and align with European delivery and customer success teams on shared clients, global events, and reusable IP.
• Coordinate with partners and systems integrators where third-party delivery capacity or specialist scope is required.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree