[US] Enterprise Implementation Services Senior Director

Benchmark Gensuite•Mason, OH

2d•Hybrid

About The Position

Benchmark Gensuite is expanding its implementation services organization as it serves 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 integration, configuration, and delivery of the company’s platform within client environments. The role establishes the operating model, delivery standards, and AI-integrated methodologies for scoping, pricing, staffing, and delivering implementation commitments, while building a small team in close partnership with executive leadership and the broader business. The Senior Director builds and leads professional services for systems implementation; owns scoping, statements of work, and commercial discipline; and provides senior oversight for complex enterprise deployments. The role guides solution design, enterprise integrations, data migration, and change management, while holding delivery teams accountable for schedule, budget, quality, and customer outcomes. It also serves as a senior voice to customer executives and internal stakeholders, contributing delivery insights to Product and Leadership and helping Growth position implementation capabilities in strategic pursuits.

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 operating model, including service offerings, engagement structure, delivery methodology, governance, and handoffs between New & Expansion Growth, Product, and Customer Success.
Set and drive 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 business 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 disciplined 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 approach, 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 small, 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 mix of internal staff and partner or subcontractor capacity, and manage those relationships.
Engage customer executives and sponsors to set expectations and build confidence in the company’s ability to deliver at scale.
Provide input to Product and Leadership on large-customer needs and delivery lessons.
Work with Growth leadership to position implementation capability in strategic pursuits.
Assess current implementation practices, active engagements, and staffing during the first 90 days and identify high-impact gaps and risks.
Establish relationships with Strategic Subscriber Collaboration (SSC), Growth, Finance, Product, and Customer Success stakeholders.
Propose the target systems implementation operating model, initial role and skill-level framework, and scoping/SOW standards.
Achieve measurable improvement in scope capture, delivery predictability, and margin on large deployments; establish senior ownership of the largest implementations; put operating and change-control standards in place; and hire and onboard the initial core team.