Director of Implementation

<h3>Accountabilities</h3><li>Define and execute the strategic vision for the implementation organization, establishing scalable processes and consistent delivery standards across customer segments.</li><li>Develop implementation strategies that accelerate time to value, increase product adoption, and establish strong foundations for long-term customer success.</li><li>Build, lead, and motivate a high-performing implementation team, including managers and specialists across multiple locations.</li><li>Recruit, coach, and develop team members, fostering accountability, engagement, professional growth, and a culture of continuous improvement.</li><li>Oversee the complete customer implementation lifecycle, from initial engagement and onboarding through technical integration and full product adoption.</li><li>Design, document, and optimize implementation workflows using analytics, automation, and AI-driven tools to improve efficiency, scalability, and customer outcomes.</li><li>Lead technical implementation projects, including data migration, system integrations, and complex configurations, ensuring smooth and reliable transitions.</li><li>Collaborate with Sales, Product, Engineering, Customer Success, and Support to establish effective handoffs, align priorities, and maintain a consistent implementation methodology.</li><li>Collect and analyze customer feedback to identify improvement opportunities and continuously enhance implementation processes and service quality.</li><li>Manage escalated customer issues, coordinate cross-functional resources, and drive timely resolutions to complex implementation challenges.</li><li>Define, monitor, and report on key performance indicators, including time to value, product adoption, implementation efficiency, and customer satisfaction.</li><li>Use performance data and operational insights to inform strategic decisions, demonstrate business impact, and drive continuous improvement.</li><li>Develop and manage value-added professional services, including paid implementation packages and customized configurations, to address complex customer needs and generate additional value.</li><h2>Requirements</h2><li>At least 7 years of experience in technical solutions, professional services, software implementation, or a related customer-facing function, including a minimum of 3 years in a leadership or management role.</li><li>A bachelor's degree in Computer Science, Engineering, Business, or a related discipline is preferred but not mandatory.</li><li>Proven experience managing and delivering complex technical projects and solutions in fast-paced, customer-focused environments.</li><li>Strong technical knowledge of software implementation methodologies, system integrations, analytics, and workflow optimization tools.</li><li>Familiarity with CRM platforms, workflow automation solutions, and technologies that support scalable implementation operations.</li><li>Demonstrated ability to develop and execute strategic plans, optimize operational processes, and translate business objectives into measurable results.</li><li>Strong project management, organizational, analytical, and problem-solving skills, with the ability to manage multiple priorities and resolve complex challenges.</li><li>Excellent communication, interpersonal, and stakeholder management skills, including the ability to collaborate effectively across technical and business teams.</li><li>Proven ability to build, lead, coach, and motivate cross-functional teams while fostering accountability, collaboration, and continuous learning.</li><li>A strong commitment to customer success, service excellence, data-driven decision-making, and continuous operational improvement.</li><li>Ability to work remotely and collaborate effectively with geographically distributed teams.</li><li>Eligibility to work in the applicable location is required. Visa sponsorship is not available.</li><h2>Benefits</h2><li>
<strong>Competitive compensation:</strong>Expected annual base salary of CAD $192,300, with the final offer determined by qualifications, experience, skill set, and geographic location.</li><li>
<strong>Remote work:</strong>A remote opportunity offering flexibility in where you work within the applicable employment region.</li><li>
<strong>Healthcare coverage:</strong>Medical, dental, and vision insurance.</li><li>
<strong>Life insurance:</strong>Coverage to support financial protection and peace of mind.</li><li>
<strong>Retirement savings:</strong>Access to a 401(k) plan to support long-term financial planning.</li><li>
<strong>Paid time off:</strong>Paid leave to support personal needs, rest, and work-life balance.</li><li>
<strong>Professional impact:</strong>The opportunity to shape implementation strategy, influence operational performance, and contribute directly to customer success and business growth.</li><li>
<strong>Collaborative culture:</strong>Work with supportive colleagues in an environment that values authentic relationships, continuous learning, teamwork, and evidence-based decisions.</li><li>
<strong>Leadership opportunities:</strong>Build and develop teams, drive innovation, and influence cross-functional initiatives across the customer lifecycle.</li><li>
<strong>Continuous improvement:</strong>Explore new technologies, automation, and AI-driven approaches to enhance service delivery and customer outcomes.</li>