Director, Implementation Services
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Job Description
Director of Implementation Services at Faro, leading implementation of AI-driven clinical trial design solutions. Responsible for customer integrations, technical delivery, and operational excellence.
Responsibilities:
- Lead end-to-end implementation of Faro’s platform across customer environments, translating customer requirements into scalable configurations, workflows, and study setups.
- Oversee protocol authoring setup, intake processes, and environment configuration aligned to the Faro solutions in scope for each customer.
- Ensure successful deployment of APIs and service accounts in collaboration with Product and Engineering.
- Define clear transition points from implementation to post go-live adoption teams to ensure continuity of customer experience.
- Oversee environment setup, user access, and coordination with customer IT teams to ensure secure, scalable deployments.
- Act as the primary liaison between Faro DevOps and customer IT teams to scope, coordinate, and deliver all system integration work.
- Oversee generation, validation, and operational use of structured study design data and standardized outputs (such as USDM) within customer workflows and downstream systems.
- Design and maintain structured prompt libraries that govern how newly uploaded customer documents are parsed, classified, and integrated into the knowledge graph.
- Deliver and oversee tailored solutions including scripts, workflow adaptations, and reporting configurations required for successful deployment and adoption.
- Use a consultative approach to understand customers’ core requirements, ask clarifying questions, and guide customers toward best practices aligned with product capabilities.
Requirements:
- 8+ years in Professional Services, Solutions Consulting, or Technical Implementation roles within SaaS
- Experience delivering platform configuration and API-based integrations in customer environments
- Strong understanding of SaaS and AI-driven platforms, including APIs, integrations, workflow configuration, and data-driven outputs; familiarity with generative AI concepts including prompt engineering, RAG pipelines, and document parsing sufficient to lead knowledge graph build-out and governance
- Proven ability to balance hands-on delivery with building scalable processes
- Experience working cross-functionally with Product and Engineering
- Strong stakeholder management and problem-solving skills
- Comfortable operating in a fast-paced, high-growth environment
- Ability to travel up to 30%
Benefits:
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic)
- Short Term and Long Term Disability
- Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed)
- Training & Development Reimbursement
- Hybrid Work Environment
- Peer-to-peer bonus program
- Company/department outings and events
- Stock Option Plan
- Office On-Premises Amenities; gym, restaurant tenant discount, Padel Nine
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