[Hiring] Director of Implementations @Blossom

Role Description

The Director, Client Services leads Blossom’s client-facing delivery organization across all product lines — Core, Digital, Cards, AI, and Hardware. The area comprises three functions: Implementation, Professional Services, and Client Education. The Director is accountable for delivery outcomes and the operating system that produces them. The role exists to make Blossom’s implementations predictable and its clients self-sufficient, in service of Blossom’s mission of a modern, member-first banking experience.

Supervisory Responsibilities

• Oversees staffing, training, and performance management to ensure high-quality, consistent delivery.
• Provides mentorship, coaching, and professional development opportunities for all direct reports.

Duties/Responsibilities

• Implementation Delivery:
  • Directs all client implementation projects across Core, Digital, Cards, AI, and Hardware, ensuring on-time, on-scope, and high-quality launches.
  • Exercises independent judgment in scoping, sequencing, and approving client implementation plans.
  • Establishes go-live readiness criteria and approves readiness at each gate.
  • Serves as the senior escalation point for at-risk implementations.
  • Establishes and chairs a portfolio-level risk and status cadence.
  • Negotiates implementation scope, milestones, and timelines directly with client credit union executives.
  • Personally leads or accompanies strategic implementations.
• Data Conversion:
  • Owns end-to-end client data conversion.
  • Directs merger conversions and card processor conversions.
  • Formulates conversion standards and authorizes deviation from standard procedures.
  • Directs post-conversion issue triage and resolution.
• Professional Services Engagements:
  • Directs the delivery of paid client-requested engagements.
  • Approves engagement scope and estimates.
  • Is accountable for estimate accuracy.
  • Manages the services backlog and prioritizes engagements.
• Delivery Partner Management:
  • Owns Blossom’s relationship with the onsite implementation partner.
  • Is accountable to clients for partner-delivered outcomes.
  • Monitors partner performance against agreed service levels.
  • Directs coordination with third-party vendors and integration partners.
• Client Education:
  • Owns Blossom’s client education function.
  • Establishes competency standards and certification criteria for client staff.
  • Directs ongoing post-launch client training.
  • Directs client-facing product and release communications.
  • Directs the development of internal staff training and knowledge resources.
• Team Leadership:
  • Directs the work of the Client Services organization.
  • Provides mentorship, coaching, and professional development.
  • Forecasts resource capacity against the combined implementation and services backlog.
• Commercial and Operational Ownership:
  • Owns the Client Services budget.
  • Partners with Sales during the pre-sales cycle.
  • Establishes scoping and estimation standards.
  • Is accountable for professional services revenue delivery.
• Process, Standards, and Reporting:
  • Formulates and maintains Blossom’s delivery methodology.
  • Establishes delivery and education metrics and quality benchmarks.
  • Directs the transition from implementation to ongoing support.
  • Reports on delivery performance, services revenue, training completion, and client satisfaction.
• Performs other related duties as assigned.

Qualifications

• Demonstrated ownership of a departmental budget or equivalent financial accountability.
• Proven success running concurrent, complex implementations across multiple products or business lines.
• Working knowledge of financial institution operations and core banking systems.
• Demonstrated ability to establish delivery metrics and drive measurable improvement.
• Strong problem-solving, troubleshooting, and analytical abilities.
• Outstanding written, verbal, and presentation skills.
• Proficiency with project and knowledge management tooling.
• Proficiency with Google Workspace or similar productivity tools.

Requirements

• Bachelor's degree in Business, Information Systems, or related field (Master's degree preferred).
• 8+ years in client implementation, project management, professional services, or delivery leadership.
• 4+ years leading and developing a client-facing delivery team.
• Experience scoping and estimating project effort and documenting solutions.
• Experience managing third-party delivery partners or subcontracted implementation resources.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• 25% travel to client sites, training sessions, or conferences may be required.
• Must be able to lift up to 15 pounds at times.

Benefits

• Company-paid medical, dental, and vision insurance for employees.
• Company-paid life and AD&D insurance.
• Company-paid short- and long-term disability.
• 401(k) retirement plan.
• Flexible Spending Accounts (FSA)/ Dependent Care Spending Account (DCSA).
• Unlimited PTO.
• Employee Assistance Program (EAP).
• Voluntary supplemental insurance options.