Director of Technical Implementation

A growing SaaS company is seeking a Director of Technical Implementation to lead client onboarding, implementation, integrations, and go-live execution. This is a high-impact, hands-on leadership role for someone who can own the full implementation process, improve delivery standards, troubleshoot complex implementation issues, and help clients achieve successful go-live outcomes.

What You'll Do

• Lead the full client implementation process from kickoff through go-live
• Manage timelines, scope, deliverables, client expectations, and launch readiness
• Oversee technical implementations involving APIs, third-party systems, data workflows, configuration, and customer-specific requirements
• Troubleshoot implementation issues and help determine whether blockers are related to integrations, data quality, customer readiness, product gaps, or internal process
• Build and improve onboarding, training, documentation, implementation playbooks, SOPs, and enablement processes
• Lead, coach, and develop a small implementation team with clear expectations and accountability
• Serve as the escalation point for complex customer implementations and technical delivery issues
• Partner with Product, Engineering, Sales, Customer Success, Support, and Operations to improve handoffs and reduce implementation friction
• Track and report key metrics such as time-to-go-live, project health, risk flags, capacity, implementation success, CSAT, and scope variance
• Identify opportunities to use AI, automation, dashboards, and workflow tools to improve implementation efficiency and reporting

• 7+ years of experience in software implementation, technical implementation, onboarding, Professional Services, solutions delivery, or similar client delivery roles
• 3+ years of leadership or team management experience
• Strong experience leading complex SaaS or software implementations with multiple stakeholders, technical dependencies, integrations, and customer-specific workflows
• Hands-on understanding of APIs, third-party integrations, data workflows, system configuration, UAT, troubleshooting, and go-live readiness
• Ability to speak confidently with technical teams, ask the right questions, diagnose blockers, and translate technical issues into clear action plans
• Experience improving implementation processes, metrics, reporting, team performance, and customer time-to-value
• Strong analytical mindset with experience using dashboards, KPIs, project reporting, and capacity planning to improve implementation outcomes
• Comfortable being hands-on with the team, joining customer escalations, inspecting project health, and helping create structure in a fast-moving environment
• Strong client-facing communication and problem-solving skills
• Comfort using AI, automation, or technology tools to improve implementation workflows
• Bachelor's degree preferred, or equivalent professional experience

Preferred Experience

• Experience with financial, operational, inventory, AP, procurement, POS, accounting, payments, ERP, or back-office platforms
• Experience with API-driven products or platforms that integrate with customer systems and third-party applications
• Experience with HubSpot, GUIDEcx, Jira, Salesforce, Monday.com, Smartsheet, Asana, or other implementation tracking tools
• Background in solutions architecture, technical project management, implementation engineering, technical consulting, or systems implementation is a plus
• Experience in restaurant technology, hospitality technology, retail technology, or similar complex SaaS platforms is a plus

Pulled from the full job description

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Unlimited paid time off, * Competitive base salary with potential performance-based variable compensation
• Medical, dental, and vision benefits
• 401(k) with company match
• Unlimited PTO
• Paid leave programs
• Career growth and professional development
• Collaborative and supportive team environment
• Opportunity to build and improve a key department within a growing SaaS company