Director, Implementation & Professional Services

Director, Implementation and Professional Services

This position is ideal for a customer-focused leader who excels in building strong relationships with global clients and driving the adoption of innovative technology within industrial operations. Reporting directly to the CEO, the Director will oversee all aspects of implementation, expansion, and customer success, ensuring clients achieve measurable value from the company’s predictive management solutions. This role is instrumental in guiding a high-performing team, championing customer needs internally, and ensuring seamless delivery and adoption of the platform across complex, global organizations.

Key ResponsibilitiesImplementation and Professional Services

• Enhance and continuously refine the organization’s implementation and change management methodologies and tools, emphasizing effective training and change adoption.
• Collaborate with the sales team in pre-sales activities, including services pricing, defining statements of work, and identifying pilot and expansion opportunities.
• Understand customer operations, policies, and objectives to help design tailored strategies for integrating
• management solutions using best practice change management principles.
• Provide leadership and oversight to implementation teams in defining project scope, timelines, and deliverables aligned with customer business goals.
• Monitor and report on implementation progress across all clients, ensuring timely delivery and effective outcomes.
• Proactively engage with customers to maximize the value derived from the platform, deeply understanding their workflows and operational needs.
• Build and maintain strong relationships with executive sponsors, manage escalations, and ensure high levels of satisfaction and retention.

Management and Leadership

• Lead cross-functional initiatives that reinforce a customer-first culture throughout the organization.
• Strategically plan and allocate resources to support pilot and expansion projects aligned with company growth.
• Develop and manage a global network of partners to support large-scale implementation and customer success efforts.

Required Qualifications

• Bachelor’s degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, or a related discipline.
• PMP certification.
• Proven experience with Organizational Change Management (OCM) processes or projects.
• Strong background delivering enterprise SaaS solutions such as ERP, CRM, or SCM platforms.
• Hands-on experience managing full lifecycle implementations of enterprise information systems.
• Previous experience in a professional services organization.
• Skilled in communicating and presenting to C-level executives.
• Excellent communication, organization, training, and analytical skills.
• Self-motivated with the ability to work independently and within a team framework.
• Strong interpersonal and customer service orientation.
• Effective in virtual, distributed team environments.
• Exceptional time management, problem-solving, and decision-making capabilities.
• Ability to influence stakeholders and drive consensus in complex, sensitive situations.
• Experience in identifying and developing high-potential team members and mentoring technical staff.

Preferred

• Master’s degree in Information Systems Management, Business Administration, Computer Science, or related field.
• Spanish language proficiency.
• Experience working with multicultural, multilingual teams across multiple time zones.
• Pre-sales experience and familiarity with customer engagement from proposal to implementation.

Work Style and Environment

• Operates with a high degree of independence, initiative, and motivation while maintaining alignment with leadership and team objectives.