Director, Customer Implementation

Job SummaryThe Director of Customer Implementation Services leads the strategy execution and continuous improvement of customer onboarding services. This role oversees implementation teams responsible for delivering high-quality and on-time proects for all Crisis24 solution suites; including all Custom Solution projects. This includes leading discussions on the scope for any work effort (Statement of Work for implementation and professional services) for customers. The SOW includes technical requirements along with all SOW language to ensure a complete contractual document for the are passionate about developing our people and culture. This role leads by example develops each individual team member and coordinates personnel and resources required to successfully complete & StrategyDevelop and execute the implementation strategy aligned with company growth mentor and scale a high-performing team of Implementation KPIs performance metrics and reporting frameworks to measure a culture of accountability collaboration and & Delivery ManagementOversee end-to-end implementation lifecycle from post-sale handoff through go-live and transition to projects are delivered on time within scope and within risks proactively and resolve escalations and continuously improve implementation methodologies and best -Functional CollaborationPartner with Sales to support scoping solution design and client with Product and Engineering to communicate customer feedback and implementation closely with Customer Success to ensure seamless transitions and long-term client ExcellenceDevelop scalable processes and documentation resource allocation capacity planning and tools and systems to enhance efficiency and opportunities to improve margins and service EngagementBuild relationships with key in strategic client meetings and high-level solution a consistently exceptional customer degree or equivalent business-related experience.8 years of experience in Professional Services for SaaS projects including project management.5 years of leadership experience managing implementation or services and detail-oriented with strong time management and organization communication problem-solving and stakeholder management ability to scale teams and processes in a growth-oriented QualificationsExperience implementing enterprise-level SaaS : PMP PMI-ACPITIL or similar above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perf