[US] Enterprise Implementation Services Senior Director

Benchmark Gensuite•Cincinnati, OH

20h•Remote

About The Position

Benchmark Gensuite is expanding its implementation services organization as it signs larger enterprise customers. The Enterprise Implementation Services Senior Director is a founding, hands-on leadership role responsible for designing, launching, and running the team that orchestrates the integration, configuration, and delivery of the company’s platform in client environments. The role establishes the services operating model and standards for scoping, pricing, staffing, and delivery, and builds a team in partnership with executive leadership and the broader business. The Senior Director builds the professional services team, defines service offerings and engagement structures, establishes delivery methodologies and governance, and creates consistent standards for estimation, staffing, change control, and project close-out. The role owns implementation scoping, statements of work (SOWs), and commercial discipline, and leads or escalates the largest and highest-risk enterprise deployments. It guides solution design, integrations, data migration, and change management; holds delivery teams accountable for outcomes; and develops staff and partner capacity. The role also serves as a senior customer and business leader, engaging customer executives, informing Product and company leadership about enterprise needs and delivery lessons, and partnering with Growth on strategic pursuits. The position is full-time and remote in the U.S. Midwest and East Coast, with 35% travel.

Requirements

12+ years of experience in consulting, systems implementation, or professional services.
5+ years of experience managing and leading professional services delivery in the EHS management systems and/or EHS digital platforms space.
Direct experience building, scaling, or materially reshaping professional services or implementation practices, including offerings, methodology, pricing, resourcing, and delivery governance.
Strong commercial acumen, including experience scoping, pricing, and negotiating SOWs, managing change control, and being accountable for engagement margin and profitability.
Executive presence and the ability to earn trust with customer executives, internal leadership, and delivery teams.
Bachelor's degree or equivalent experience.

Responsibilities

Build the professional services team for systems implementation.
Define the services operating model, including offerings, engagement structure, delivery methodology, governance, and handoffs across New & Expansion Growth, Product, and Customer Success.
Set and ensure consistent use of standards and templates for scoping, estimation, staffing, change control, and project close-out.
Establish role definitions, skill levels, and career paths for implementation consultants, project managers, and solution architects.
Define and manage performance metrics, including utilization, margin, schedule and budget variance, scope-change capture, and customer satisfaction.
Partner with New Logo, Expansion Growth, and Finance to structure implementation budgets and SOWs with realistic assumptions, defined deliverables, and clear exclusions.
Establish a change-order and SOW-amendment process so scope growth is identified, priced, and approved.
Review and approve scope and pricing for large or complex deals before commitment.
Serve as director and escalation point for the largest and highest-risk implementations, including multi-module, multi-region, and multi-system programs.
Guide solution design, integration approaches, data migration, and change management for enterprise deployments.
Hold delivery teams accountable for schedule, budget, quality, and customer outcomes, and resolve issues early.
Hire and develop a high-caliber team and scale it as demand grows.
Coach delivery leads and consultants and establish a culture of accountability, craft, and customer focus.
Determine the appropriate mix of internal staff and partner or subcontractor capacity and manage those relationships.
Engage customer executives and sponsors, set expectations, and build confidence in the company's delivery capabilities.
Provide Product and company leadership with input on large-customer needs and delivery lessons learned.
Work with Growth leadership to position implementation capabilities in strategic pursuits.
During the first 90 days, assess implementation practices, active engagements, and staffing; identify significant gaps and risks; establish cross-functional relationships; and propose an operating model, role framework, and scoping/SOW standards.
During the first 6–12 months, improve scope capture, delivery predictability, and margins; assume senior ownership of the largest implementations; put operating and change-control standards into consistent use; and hire and onboard the initial core team.