[Hiring] Senior Director, Implementations @Nexcess

Role Description

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

• 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.
• 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.
• 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.
• Define the appropriate threshold between human-led implementation and self-service.
• 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.
• Partner closely with Sales, Solutions Architecture, Product, Engineering, Customer Success, and Support.
• Define automation requirements and work with Engineering to prioritize and deliver the automation needed.
• Identify opportunities to reduce implementation costs, improve customer time-to-value, and increase the percentage of implementations that can be delivered through standardized or self-service motions.
• Establish a consistent executive-level view of implementation capacity, pipeline, delivery risk, customer outcomes, and organizational performance.
• Develop the business case for evolving implementations into a professional services revenue stream.
• Establish the operating model, pricing considerations, service definitions, and delivery economics.
• Perform other duties as assigned.

Qualifications

• Significant leadership experience building, scaling, or rebuilding a professional services, implementation, or migration organization.
• Experience in hosting, cloud infrastructure, B2B SaaS, or a closely related technology environment.
• Demonstrated experience leading implementation or professional services delivery for mid-market and enterprise customers.
• Experience managing organizational transformation, including redesigning teams, processes, operating models, and delivery methodologies.
• Strong understanding of implementation economics, capacity planning, project delivery, and customer time-to-value.
• Experience establishing operational metrics and building reliable reporting.
• Strong commercial judgment and the ability to understand the economics of implementation and professional services.
• Experience selecting or implementing PSA, project management, ticketing, or similar operational tooling.
• Strong cross-functional leadership skills.
• Comfortable working closely with Sales and Solutions teams.
• Strong executive presence and communication skills.
• Demonstrated ability to balance customer experience, delivery quality, operational efficiency, and commercial outcomes.

Preferred Qualifications

• Experience transitioning an implementation or professional services organization from a cost center toward a revenue-generating model.
• Experience designing self-service versus human-led delivery models.
• Experience leading migrations in cloud, hosting, infrastructure, or SaaS environments.
• Experience implementing automation or product-led improvements.
• Experience supporting multiple business units, product lines, or delivery motions within a single services organization.
• Experience with professional services automation (PSA) platforms and project management systems.
• Experience operating in a PE-backed, acquisitive, or multi-brand technology environment.

Work Environment

• The individual is regularly required to speak and hear.
• The individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation.
• Works at a desk and computer screen for extended periods of time.
• Works in a traditional climate controlled office environment or from home.
• Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population.

Disclaimer

This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Nexcess reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.

Equal Employment Opportunity Policy: Nexcess is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.

#LI-Remote