Director of Implementation

Director of Implementation

Role Overview

Cannolai AMS is seeking a strategic, customer‑focused Director of Implementation to lead and scale the successful deployment of the Cannolai AMS platform. This role owns the end‑to‑end implementation experience, from onboarding through go‑live, ensuring consistency, efficiency, and measurable customer outcomes.

The Director of Implementation serves as the bridge between Product, Engineering, Customer Success, and Professional Services, ensuring implementation practices align with product capabilities and real‑world customer needs. This leader will define standards, optimize processes, and guide teams to deliver high‑quality implementations at scale.

Key Responsibilities

• Define, own, and continuously improve the end‑to‑end implementation strategy for Cannolai AMS, ensuring scalability, predictability, and exceptional customer experience.
• Establish implementation standards for onboarding workflows, data migration, integrations, and best‑practice system configuration.
• Develop and maintain implementation playbooks, templates, reference architectures, and repeatable delivery frameworks to accelerate deployments.
• Ensure implementation methodologies align with product capabilities, constraints, and technical dependencies.

Cross‑Functional Collaboration

• Partner closely with Product and Engineering to provide feedback from implementations, highlighting delivery risks, feature gaps, and opportunities for improvement.
• Act as the primary escalation point for complex or high‑risk implementations, providing strategic guidance on architecture, integrations, and configuration decisions.
• Collaborate with Customer Success to define implementation success criteria, KPIs, and time‑to‑value benchmarks.
• Support release readiness by ensuring implementation teams understand new features, changes, and deployment implications.

Delivery Excellence & Scale

• Drive consistency and quality across all customer implementations, ensuring predictable timelines and outcomes.
• Identify operational bottlenecks or delivery risks and implement process improvements to increase efficiency and scalability.
• Train and enable implementation teams on best practices, new product functionality, and evolving delivery standards.
• Ensure implementation insights are systematically documented and incorporated into continuous improvement efforts.

Required Skills & Experience

• Proven experience in product ownership, business analysis, solutions consulting, or implementation strategy in a SaaS or enterprise platform environment.
• Experience working directly with development teams in an agile environment.
• Ability to translate business needs into technical requirements and communicate effectively with both engineers and non‑technical stakeholders.
• Strong communication and presentation skills; comfortable demoing technology and discussing customer pain points.
• Experience collaborating closely with sales, implementation, and customer success teams.

Preferred Qualifications

• Familiarity with AMS/ERP systems, member‑based organizations, and/or SaaS enterprise platforms.
• Background in pre‑sales engineering, solutions consulting, technical account management, or implementation consulting.
• Experience with Jira or similar agile toolsets.
• Experience defining or improving onboarding frameworks, professional services processes, or customer implementation playbooks.

Seniority level

Director

Employment type

Full‑time

Job function

Management and Manufacturing

Industries

Software Development