Director, Professional Services

Foundant + smartsimple

16h

About The Position

What You'll Do Lead Implementation Strategy Define and execute the implementation strategy for our client portfolio, balancing personalized service with scalable efficiency Establish implementation methodologies, playbooks, and best practices that drive consistency and quality Set team goals, KPIs, and success metrics that align with broader business objectives Identify opportunities to improve implementation efficiency, reduce time-to-value, and increase client satisfaction Drive Operational Excellence Oversee project planning, resource allocation, and capacity management across all implementations Monitor project health, timelines, and deliverables to ensure on-time, on-budget completion Implement tools, systems, and processes that enable the team to scale effectively Analyze implementation data to identify trends, bottlenecks, and improvement opportunities Manage escalations and remove blockers to keep projects moving forward Build and Develop Your Team Recruit, hire, and onboard top implementation talent Coach and mentor implementation managers and specialists, fostering professional growth Establish clear performance expectations and provide regular feedback Create a collaborative, accountable team culture focused on client success Develop career paths and growth opportunities for team members Ensure Outstanding Client Experiences Own the client experience from contract signature through successful go-live and handoff Build strong relationships with clients during the critical onboarding phase Gather and act on client feedback to continuously improve the implementation experience Partner with Sales to set realistic expectations and ensure smooth transitions Collaborate with Customer Success to establish clear handoff criteria and health indicators Partner Cross-Functionally Work with Product to communicate client needs, implementation challenges, and feature requests Align with Sales on scoping, timeline commitments, and implementation packages Partner with Customer Support to resolve client issues during implementation Collaborate with Marketing on case studies and reference-able implementations

Requirements

7+ years of experience in SaaS implementation, professional services, or client onboarding
3+ years managing and developing high-performing teams
Proven track record building scalable processes and improving operational efficiency
Strong project management skills with ability to manage complex, multi-stakeholder initiatives
Excellent communication skills with executive presence and client-facing experience
Data-driven approach to decision making and problem solving
Experience with implementation methodologies and project management tools

Nice To Haves

Background in nonprofit technology, social impact software, or mission-driven organizations
Experience implementing grants management, scholarship management, or similar complex software
Familiarity with both high-touch and tech-touch service delivery models
Understanding of change management principles and organizational adoption strategies

Responsibilities

Lead Implementation Strategy
Define and execute the implementation strategy for our client portfolio, balancing personalized service with scalable efficiency
Establish implementation methodologies, playbooks, and best practices that drive consistency and quality
Set team goals, KPIs, and success metrics that align with broader business objectives
Identify opportunities to improve implementation efficiency, reduce time-to-value, and increase client satisfaction
Drive Operational Excellence
Oversee project planning, resource allocation, and capacity management across all implementations
Monitor project health, timelines, and deliverables to ensure on-time, on-budget completion
Implement tools, systems, and processes that enable the team to scale effectively
Analyze implementation data to identify trends, bottlenecks, and improvement opportunities
Manage escalations and remove blockers to keep projects moving forward
Build and Develop Your Team
Recruit, hire, and onboard top implementation talent
Coach and mentor implementation managers and specialists, fostering professional growth
Establish clear performance expectations and provide regular feedback
Create a collaborative, accountable team culture focused on client success
Develop career paths and growth opportunities for team members
Ensure Outstanding Client Experiences
Own the client experience from contract signature through successful go-live and handoff
Build strong relationships with clients during the critical onboarding phase
Gather and act on client feedback to continuously improve the implementation experience
Partner with Sales to set realistic expectations and ensure smooth transitions
Collaborate with Customer Success to establish clear handoff criteria and health indicators
Partner Cross-Functionally
Work with Product to communicate client needs, implementation challenges, and feature requests
Align with Sales on scoping, timeline commitments, and implementation packages
Partner with Customer Support to resolve client issues during implementation
Collaborate with Marketing on case studies and reference-able implementations

Benefits

We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success.
We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.
As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals
You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought.
Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!

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