Description

The Director of Implementation Services leads the team responsible for ensuring new customers successfully adopt our platform, from project kickoff through go-live. This role requires a strategic leader with hands-on experience in SaaS deployment, customer onboarding, and enterprise-scale integrations in the physical security or visitor management space. You will drive operational excellence, manage complex projects, and collaborate across Sales, Customer Success, and Product teams to deliver seamless, scalable implementations.

Requirements

Key Responsibilities
        Oversee all phases of customer onboarding and implementation, ensuring timely, high-quality delivery aligned with client needs.

        Build and manage a team of project managers, solution engineers, and implementation specialists.

        Develop repeatable frameworks, playbooks, and processes for scalable, consistent implementation delivery.

        Act as executive sponsor for enterprise implementations, aligning with client security, compliance, and operational goals.

        Partner with Customer Success to ensure smooth handoff post-implementation and accelerate time-to-value.

        Serve as a trusted advisor on visitor management, access control, and SaaS adoption best practices.

        Collaborate with Sales during pre-sales cycles to define scope, timelines, and resource requirements.

        Work with Product and Engineering to align customer requirements with product capabilities and integration strategies.

        Engage with Support to establish escalation protocols for critical implementations.

        Establish KPIs, dashboards, and reporting to measure implementation success, client satisfaction, and resource utilization.

        Continuously improve delivery methodology, tools, and processes, driving innovation with automation and best practices.

Qualifications
        7–10+ years of experience leading implementation, professional services, or project delivery teams in SaaS or enterprise software.

        Industry experience in physical security, visitor management, access control, or building technologies strongly preferred.

        Proven success managing enterprise-scale deployments with multiple stakeholders.

        Familiarity with enterprise SaaS integrations (CRM, SSO, identity management, access control systems).

        Understanding of compliance and security frameworks (SOC 2, GDPR, MPA/TPN) a plus.

        3–5 years of experience with project management methodologies (Agile, PMP, or equivalent).

        Excellent communication, negotiation, and executive-level stakeholder management skills.

        Degree in Business, Technology, or related field preferred; equivalent experience considered.

Preferred Experience
        Experience scaling Implementation or Professional Services functions in a high-growth SaaS environment.

        Familiarity with visitor management technologies, video surveillance, or access control integrations.

        Knowledge of customer success and retention metrics to align implementation with long-term outcomes.

        Working knowledge of tools such as Salesforce, HubSpot, Jira, Zendesk, and NetPromoter platforms.