Director of Services
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Job Description
Director of Services managing customer onboarding team for AI solutions company. Overseeing implementation operations and ensuring successful deployment of AI solutions for customers.
Responsibilities:
- Manage day-to-day operations of the implementation team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
- Oversee customer onboarding projects from kickoff through go-live, including solution scoping, technical configuration, data integration, user training, and adoption activities.
- Monitor project pipelines and resource allocation to optimize delivery timelines and team utilization.
- Ensure proper escalation procedures are followed for complex implementations requiring product engineering or executive support.
- Maintain high standards of customer satisfaction through quality delivery and proactive communication.
- Coordinate seamless handoffs between Sales, Implementation, Support and Customer Success teams.
- Supervise, coach, and mentor project managers and technical specialists and coordinate closely with clinical consultant leadership and resources.
- Conduct regular performance evaluations, providing constructive feedback and development plans.
- Lead recruitment efforts and onboarding of new team members.
- Foster a culture of customer obsession, technical excellence, and continuous learning.
- Provide ongoing training to ensure team proficiency in AI solution deployment, integration methodologies, and customer engagement skills.
- Manage capacity planning and workload distribution across concurrent customer implementations.
- Implement and maintain standardized methodologies for customer onboarding, from sales handoff through successful go-live and transition to Customer Success.
- Develop and enforce implementation playbooks, templates, and best practices.
- Monitor quality of customer implementations through project reviews, customer feedback analysis, and adoption metrics tracking.
- Identify opportunities for process improvements, automation, and self-service capabilities to enhance efficiency and reduce time-to-value.
- Ensure accurate documentation of implementation patterns, customer configurations, and lessons learned in the knowledge base.
- Analyze implementation metrics and dashboards to identify performance gaps and improvement opportunities.
- Drive root cause analysis for delayed or challenged implementations and implement preventive measures.
- Collaborate with Product, Engineering, Support, and Customer Success teams to improve overall solution supportability and implementation efficiency.
- Partner with Sales to ensure accurate scoping, realistic timelines, and smooth transitions from pre-sales to delivery.
- Provide product feedback to influence roadmap priorities based on implementation insights and customer needs.
- Ensure compliance with organizational policies, security standards, data privacy requirements, and customer contractual obligations.
Requirements:
- Bachelor's degree in Computer Science, Engineering, Business, or related field; or equivalent professional experience (minimum 5-7 years in customer-facing technical roles)
- 5+ years of progressive experience in customer implementations, professional services, or technical consulting
- 2+ years of experience supervising or managing implementation, consulting, or technical services teams
- Experience managing complex B2B software implementations in enterprise environments
- Strong understanding of AI/ML concepts and enterprise software deployment methodologies
- Experience with project management tools and methodologies (Rocketlane, Jira, or similar)
- Familiarity with APIs, data integration, and cloud platforms (AWS, Azure, GCP)
- Proficient in Microsoft Office Suite and collaboration tools (Slack, Confluence, etc.)
- Experience in SaaS or technology companies, preferably during growth phases
- Demonstrated ability to build and sustain high-performance technical teams
- Strong coaching and mentoring skills with a track record of developing talent
- Ability to manage multiple complex projects simultaneously while maintaining quality standards
- Proven crisis management and customer escalation handling capabilities
- Excellent verbal and written communication skills with ability to engage both technical and business stakeholders
- Strong analytical and problem-solving abilities with data-driven decision making
- Customer-focused mindset with commitment to delivering exceptional experiences
- Flexibility to accommodate customer schedules across time zones as needed.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
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