Sr. Director, Implementation

Kipu Systems• US,

just now

About The Position

The Senior Director, Implementation is responsible for leading the successful delivery of Kipu’s EMR and related software implementations for new and existing clients. This role oversees a multi‑layered organization of Directors, Managers, and Implementation Specialists, ensuring consistent execution, scalable delivery, and high‑quality client outcomes. This leader defines and reinforces how Kipu “shows up” in Implementation, driving a culture centered on client outcomes, proactive execution, accountability, and adoption readiness. The role partners closely with Sales, Product, Customer Success, Finance and coordinating with third‑party partners to deliver seamless, high‑impact client experiences. Success in this role requires building a high‑performing organization that consistently executes against Kipu’s implementation best practices, ensuring clients are fully prepared to adopt, operate, and realize long‑term value from Kipu’s solutions.

Requirements

10+ years of experience in software implementation, professional services, or customer delivery, preferably in SaaS or healthcare technology environments.
5+ years of leadership experience managing multi‑layered teams (e.g., Managers and Directors) in implementation or services organizations.
Proven ability to scale teams with defined role progression (e.g., Specialist I–III) while maintaining consistency, quality, and accountability.
Strong alignment to operational excellence principles, including structured delivery, risk management, and standardized execution.
Demonstrated ability to foster a culture of proactive ownership, accountability, and continuous improvement.
Experience working collaboratively across internal functions to deliver unified client outcomes.
Experience managing and coordinating with third‑party vendors and implementation partners.
Strong communication and executive presence, with the ability to lead client interactions and influence internal stakeholders.
Deep experience in project delivery, including scope management, timelines, and risk mitigation.
Experience with CRM, AI and service delivery tools (e.g., Salesforce, Jira, Zendesk, PSA tools, Claude, etc).
Working knowledge of healthcare workflows and regulatory requirements (e.g., HIPAA, PHI, EDI, etc); behavioral health experience preferred.

Responsibilities

Lead a multi‑tiered implementation organization (Directors, Managers, and Implementation Specialists I-III), ensuring alignment, accountability, and performance across all levels.
Establish and operationalize implementation standards and best practices across discovery, solution design, configuration, training, documentation, and go‑live readiness.
Ensure teams consistently prioritize client outcomes over task completion, driving adoption, confidence, and long‑term success.
Drive a culture of proactive execution and accountability, including early risk identification, active issue management (RAID), and clear ownership of outcomes.
Oversee end‑to‑end implementation delivery, ensuring structured, high‑quality execution across discovery, configuration, data validation, training, go‑live, and early adoption.
Ensure discovery and solution design practices are rigorous, client‑centric, and aligned to operational realities - not just product capabilities.
Champion high‑quality training and knowledge transfer, ensuring clients can confidently execute workflows independently prior to go‑live.
Enforce go‑live readiness as a quality gate, ensuring clients are prepared for adoption rather than driven by timelines alone.
Drive excellence in client communication and meeting leadership, ensuring interactions are structured, outcome‑driven, and build trust.
Ensure strong documentation discipline and transparency, with accurate, real‑time visibility across Slack, Salesforce, and project artifacts.
Partner collaboratively across internal teams—Sales, Product, Customer Success, Support, and Operations—to ensure aligned, seamless client experiences.
Build and manage relationships with third‑party partners, ensuring coordinated delivery, accountability, and alignment to Kipu standards.
Own capacity planning, resource strategy, and utilization in alignment with forecasted demand and growth targets.
Act as an escalation point for complex or high‑risk client situations, ensuring resolution while maintaining trust and accountability.
Define and monitor key performance indicators, including time‑to‑go‑live, adoption readiness, quality of execution, and client satisfaction outcomes.
Coach and develop Directors and Managers to reinforce consistent execution, raise performance standards, and scale organizational capability.
Drive continuous improvement by identifying patterns, evolving playbooks, and incorporating feedback from clients, teams, and performance data.
Own, in partnership with the VP of Professional Services, implementation services financial performance, including forecast accuracy, utilization, and services revenue attainment.
Travel required up to 25%