Senior Director, Implementations

Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters.

Nexcess is building a unified implementation organization to own the customer journey from signed deal through successful go-live across all three business units.

We have implementation and migration resources in place today, but the current model is fragmented, inconsistent, and difficult to measure. The quality and duration of an implementation can vary significantly depending on who owns the project, and our current metrics do not provide a reliable view of how long it actually takes customers to reach value.

The Senior Director of Implementations will inherit the existing implementation and migration teams with an explicit mandate to dismantle the current structure and rebuild it as a single, scalable organization serving all three business units.

This leader will own the full post-sale implementation journey, including migrations, and establish a common implementation standard with distinct delivery motions underneath it. They will determine the appropriate balance between human-led implementation and self-service based on delivery economics, customer complexity, and time-to-value.

This is both an operational and transformational leadership role. The successful candidate will build the organization, establish reliable measurement, implement the tooling and processes required to scale, and create a foundation that can ultimately support a professional services revenue stream.

• Own the full post-sale journey from signed deal through successful customer go-live, including customer migrations.
• Rebuild the existing implementation and migration teams into a single organization serving all three business units.
• Establish one shared implementation methodology, operating standard, and set of quality expectations across the organization, with distinct delivery motions based on customer and product requirements.
• Assess the existing team structure and redesign organizational structure, roles, responsibilities, staffing levels, and reporting lines as needed.
• Build and execute a hiring, leveling, and career development strategy for the implementation organization.
• Establish reliable measurement and reporting for implementation performance, recognizing that current data and metrics are not sufficiently reliable to inherit.
• Define and own key performance indicators including time-to-value, migration success rate, implementation duration, and first-90-day churn.
• Establish trustworthy baseline metrics within the first 90 days and create an ongoing operating cadence around implementation performance.
• Select, implement, and manage the tooling stack required to operate the function at scale, including PSA, project management, ticketing, and related systems.
• Define the appropriate threshold between human-led implementation and self-service based on delivery economics, customer complexity, product requirements, and expected customer outcomes.
• Develop standardized processes for scoping, project kickoff, implementation, migration, escalation, and go-live.
• Design a fast, customer-friendly sign-off process for complex or high-risk deals, allowing the business to move quickly while identifying situations where implementation risk is genuinely unacceptable.
• Partner closely with Sales, Solutions Architecture, Product, Engineering, Customer Success,…