Senior Director of Implementation
New
1
1PasswordCybersecurity SaaS
This is a remote opportunity within Canada and the US.Full-TimeDirector
SalaryUSA-based roles only: The annual base salary for this role is between $192,000 USD and $264,000 USD. Canada-based roles only: The annual base salary for this role is between $182,000 CAD and $250,000 CAD.
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Job Details
- Experience
- 10+ years of experience in professional services, customer onboarding, or implementation, including at least 5 years in a leadership role
- Required Skills
- CybersecuritySaaS
Requirements
- Bring 10+ years of experience in professional services, customer onboarding, or implementation.
- Have at least 5 years of experience in a leadership role.
- Have experience in cybersecurity and Software as a Service (SaaS) environments.
- Demonstrate a strong background in technical implementations, systems, infrastructure, and integrations for complex customers.
- Bring experience from implementation, professional services, solutions architecture, or technical account management environments.
- Have experience scaling onboarding and implementation programs across SMB, Commercial, and Enterprise customer segments.
- Build capacity-planning models and use utilization, delivery performance, and other Key Performance Indicators (KPIs) to guide decisions.
- Engage directly in complex customer situations, team challenges, and operational details.
- Influence senior leaders and cross-functional partners through clear communication, sound judgment, data, and an understanding of customer and business needs.
- Use AI daily as a power user, as expected for GTM team members.
- Attend in-person onboarding in Toronto.
Responsibilities
- Define and execute the strategic vision for implementation and professional services, including launching and evolving scalable services offerings.
- Lead, coach, and grow Solutions Architects, Onboarding Specialists, Project Managers, and Implementation Specialists.
- Establish scalable playbooks, frameworks, and processes to improve onboarding, implementation quality, customer adoption, and time to value.
- Partner with Sales, Customer Success, Product, Marketing, and Operations on transitions from pre-sale activities through customer implementation.
- Oversee implementation delivery across customer segments and ensure projects meet scope, timeline, quality, and outcome expectations.
- Use data and reporting to monitor project health, capacity, utilization, customer outcomes, and improvement opportunities.
- Serve as an escalation point for complex implementation challenges.
- Lead change initiatives that strengthen team effectiveness and customer results.
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