Director of Implementation and Onboarding – Delivery
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Job Description
Director leading enterprise software implementation and onboarding delivery at Docupace. Overseeing project management, client experience, capacity planning, and cross-functional execution.
Responsibilities:
- Lead the Project Management and Onboarding functions for enterprise client implementations
- Oversee the full lifecycle of client implementations and onboarding from strategic planning through transition to support
- Align client engagements with company objectives, client expectations, and resource availability
- Implement a flexible client onboarding process aligned with product capabilities
- Deliver a consultative, high-quality client experience and create referenceable clients
- Coach and develop Delivery team members toward greater autonomy and confidence
- Partner with Sales and Client Success to evaluate and scope engagements and contribute to pre-sales estimates and timelines
- Support the EVP of Delivery with executive reporting, capacity planning, and program-health visibility
- Collaborate with Solutions Enablement, Product, Support, QA, and Engineering to align roadmaps and resolve blockers
- Establish delivery best practices for scope management, timelines, change control, risk mitigation, and project methodology
- Use Monday.com, Jira, and Salesforce to forecast capacity, track deliverables, and provide insights to senior leadership
- Serve as the second line of escalation for client issues and delivery roadblocks
- Foster a high-trust, high-impact culture of continuous improvement and change management
Requirements:
- Bachelor’s degree in business, technology, or related field
- 10+ years of experience in software delivery, preferably within SaaS
- 5+ years in people management roles
- Proven track record leading teams managing complex, cross-functional, client-facing enterprise software projects
- Experience with self-led client onboarding engagements
- Familiarity with direct clients, partners, and third-party integrators
- Experience in Agile/SCRUM environments
- Familiarity with SDLC, backlog management, release cycles, and CI/CD practices
- Strong grasp of project financials and ability to contribute to budgeting and resource-planning discussions
- Exceptional communication skills, including executive presentations and client meetings
- Proficiency in Monday.com, Jira, and Salesforce
- Ability to lead through change, manage ambiguity, and remain composed during high-stakes situations
- Advanced degree or certifications such as PMP or Scrum Master are a plus, not required
Benefits:
- Reasonable accommodations for applicants and employees who require them
- Equal employment opportunity and a work environment free of discrimination and harassment
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