Director, Customer Implementations
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Job Description
Director leading global enterprise implementations for 3E’s regulatory intelligence and AI solutions. Improving delivery standards, risk visibility, customer value realization, renewals, and expansions.
Responsibilities:
- Lead, coach, and develop a global Customer Implementations team responsible for complex enterprise deployments across 3E’s product portfolio
- Set implementation expectations, operating rhythms, delivery standards, and accountability
- Raise standards for delivery quality, milestone discipline, risk management, customer communication, go-live readiness, and value realization
- Build scalable implementation practices, including project plans, governance models, RACI frameworks, resource planning, delivery controls, and customer communication
- Establish risk management practices to identify project health concerns, escalations, resource constraints, and delivery risks
- Improve visibility into project health, customer risk, capacity, and delivery performance through dashboards, tools, and reporting
- Bring structure and practical solutions to ambiguous, legacy, and complex customer situations
- Partner with Customer Experience, Sales, Account Management, Customer Success, Product, Support, Technology, and Business Line leaders
- Coach talent, address performance gaps, improve cross-product knowledge, and build accountability and continuous improvement
- Identify opportunities to use AI, automation, workflow tools, and digital workers to scale implementation operations
- Capture implementation insights to support renewals, expansions, account planning, and long-term customer success
- Report to the VP of Customer Experience
Requirements:
- 10+ years of experience in B2B SaaS implementation, professional services, information services, customer onboarding, and delivery operations
- 6+ years of experience leading global, distributed, or multi-region teams in high-growth, scale-up, or PE-backed environments
- Proven track record leading complex enterprise software implementations, including multi-product deployments and programs with significant data, integration, or regulatory complexity
- Experience supporting enterprise products or implementation portfolios with meaningful commercial scale, ideally above $5M USD in revenue or ARR
- Strong ability to connect implementation efforts to customer value, ACV, renewals, expansion opportunities, and revenue protection
- Experience using AI, automation, dashboards, workflow tools, or digital workers to improve operational scale, reporting accuracy, and team efficiency
- Ability to enhance implementation quality through project health systems and ensure go-live readiness and post-sale value realization
- Experience navigating ambiguity, transformation, legacy processes, and complex customer needs
- Strong customer-facing presence and ability to build trust, communicate clearly, and collaborate with enterprise customers and stakeholders
- Based in the U.S. Eastern Time Zone
- Eligible to work without sponsorship
- Preferred: experience with regulated, data-heavy, or complex enterprise software environments
- Preferred: experience with ERP integrations, data migration, interoperability, or multi-product enterprise deployments
- Preferred: PMP certification or equivalent project/program management experience
Benefits:
- Health, dental, and vision insurance
- Life insurance and disability coverage
- Open PTO and parental leave
- 401(k) plan with company matching
- Employee assistance program
- Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)
- Performance-based incentive eligibility
- Equity eligibility
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