Director of Implementation Services

You Will

• Overseeing onboarding of clients: 
• Oversee the end-to-end implementation of SaaS products for new and existing customers adhering to company goals and KPI’s with implementations around running projects on budget, on time, and producing happy referenceable clients. 
• Develop and refine scalable implementation methodologies that ensure consistent and high-quality delivery. 
• Work closely with clients to understand their requirements and objectives, providing tailored solutions and recommendations. 
• Support sales scoping and implementation cost & timeline estimates for new and existing clients.   
• Coordinate with internal teams, including Sales, Product, and Engineering, to ensure seamless project execution and delivery. 
• Manage risks, timelines, and budgets to ensure successful project outcomes. 
• Act as the escalation point for any critical issues during implementations, ensuring swift resolution. 
• Ensure company excellence is achieved by delivering projects on time, on budget and creating measurably happy customers 


• Leadership and practice building: 
• Mentor, coach and assess talent on your team making sure we have best team equipped to create top tier client experiences 
• Be responsible for management as team grows and scales, instituting and enforcing strategies, vision and policies within the team 
• Providing strategic insight and offering suggestions to align and grow the team, office and strategy as the company scales globally 
• Manage and report back against KPI’s developed for your department and meet KPI targets for both delivery of implementations as well as the delivery services practice 
• Collaborate with other senior leaders to identify opportunities for leveraging data to drive business performance and client success. 
• Create a sustainable, scalable and cost-efficient practice leveraging the companies Dominican Republic presence as a cornerstone for building the practice. 
• Support sales and business development effort for all InvestorFlow products 

You Have

• 8–12+ years of experience in implementation, project management, client services, or professional services. 
• 5+ years of leadership experience in managing teams, preferably in a SaaS, enterprise software, healthcare, or technology environment. 
• 5+ years of hands-on experience using Salesforce. 
• Bachelor’s degree in Business, Information Technology, Computer Science, or related field (Master’s degree or MBA preferred). 
• Proven experience managing large-scale implementations, integrations, or transformation projects. 
• Strong knowledge of implementation frameworks, client onboarding, and rollout strategies. 
• Ability to develop and optimize implementation processes, including timelines, resource allocation, and client communications. 
• Excellent team leadership and mentoring skills. 
• Strong client-facing communication and presentation skills, especially in executive-level engagements. 
• Analytical and problem-solving abilities; data-driven decision-making. 
• Budgeting, forecasting, and resource planning proficiency. 
• Comfortable with cross-functional collaboration (product, engineering, sales, support). 
• Ability to manage multiple concurrent projects and prioritize competing deadlines. 
• Strong customer-centric mindset with a track record of driving satisfaction and retention. 
• Experience scaling implementation teams or building them from the ground up. 
• Background in change management or organizational transformation.