Director, Customer Implementation

• Develop and maintain a living account strategy aligned with long-term objectives
• Ensure implementations realize actual customer business value beyond milestone completion
• Lead, mentor, challenge, and coach a small team of technical individual contributors
• Unblock team workflows and maintain high performance standards
• Map influence, build multi-level relationships, and navigate complex enterprise stakeholder environments
• Drive stakeholder consensus through organizational navigation
• Exercise decisive judgment about escalation and independent problem resolution
• Diagnose issues quickly and take corrective action under pressure
• Own high-stakes enterprise accounts with autonomy across technical work streams and demanding stakeholders

• Proven experience navigating high-pressure, complex implementations
• Experience leading teams with strong technical individual contributors
• Exceptional problem-solving ability, including structuring ambiguous challenges and providing actionable recommendations under pressure
• Demonstrated ability to learn new industries or domains quickly
• Radical independence and ability to operate with high autonomy and low hand-holding
• Experience as a CEO, COO, Head of Delivery, or senior generalist in a technical product company operating in a highly complex environment; or as a senior consultant leading technical delivery from strategy through execution; or as a technical program lead managing cross-functional teams on high-stakes, large-scale implementations
• Technical intuition to validate solutions and identify inefficiencies
• Willingness to travel regularly to customer sites
• Candidates preferably based near their primary customer

Demonstrates expertise in leading high-stakes enterprise accounts with a focus on delivering customer business value through effective team management and problem-solving. Capable of navigating complex stakeholder environments and driving consensus while maintaining high performance standards.

• Team Leadership
• Problem-Solving
• Stakeholder Management
• Technical Intuition
• High Autonomy

• Complex Implementation Management
• Technical Program Management
• Cross-Functional Team Leadership
• Strategy Development
• Execution Planning

• Coaching
• Decisive Judgment
• Relationship Building
• Adaptability
• Pressure Management

• Enterprise Accounts
• High-Stakes Implementations
• Technical Delivery
• Customer Business Value
• Organizational Navigation