Director Of Implementation

Summary

Join Hyperproof as the Director of Implementation and lead the team in helping customers maximize the potential of our product. You will develop and standardize implementation methodologies, mentor the team, and drive cross-functional collaboration. This role requires strong customer relationship management skills, ensuring successful implementations and long-term partnerships. You will track and analyze performance metrics, identifying areas for improvement and driving operational excellence. The ideal candidate possesses extensive experience in implementation leadership within a SaaS environment, strong technical and analytical skills, and exceptional communication abilities. Hyperproof offers a fully remote work environment and a comprehensive benefits package.

Requirements

• 10+ years in an implementation or professional services leadership role within a SaaS or technology organization, with a focus on enterprise-level accounts
• Proven track record in managing complex, large-scale software deployment projects and leading teams, ideally with project management certifications (PMP preferred)
• Experience building and scaling an implementation team, including fostering talent and managing relationships with channel partners
• Deep knowledge of project management and CRM tools, with a keen ability to interpret metrics and drive process improvement
• Technical fluency with learning and deploying new software, with the ability to troubleshoot effectively and communicate technical solutions clearly
• Exceptional written and verbal communication skills, with an ability to clarify complex processes and inspire confidence among both internal and external stakeholders
• Strong interpersonal skills, fostering productive relationships across functional teams and with executive-level customers
• A customer-first mindset, with a strategic approach to aligning Hyperproof’s solutions with customer needs to maximize impact and value
• Ability to think critically about the business and provide insights that contribute to broader organizational goals

Responsibilities

• Develop and standardize implementation methodologies and best practices, creating structured and repeatable frameworks that drive success for a diverse portfolio of clients
• Lead, mentor, and grow the Implementation team, ensuring they are equipped to execute implementation plans that align with customer success objectives
• Drive cross-functional collaboration, defining roles, responsibilities, and timelines to ensure seamless execution across teams and alignment with client expectations
• Provide expert oversight and direction in strategic implementation projects, including direct engagement with enterprise customers to ensure timely, high-quality delivery
• Serve as a trusted advisor for Enterprise and Strategic customers throughout the implementation journey, aligning Hyperproof’s solutions to meet their specific goals and requirements
• Cultivate long-term customer relationships that support successful renewals and expansions by building trust, delivering value, and actively addressing needs and concerns
• Track, analyze, and report on implementation performance metrics, including time to value, customer satisfaction, and project completion rates, using these insights to continuously improve service delivery
• Identify improvement opportunities within the implementation process and lead initiatives to enhance the efficiency, quality, and scalability of operations

Preferred Qualifications

Project management certifications (PMP preferred)

Benefits

• Annual compensation reviews + equity
• Unlimited PTO: strongly encouraged to unplug and recharge
• Health: coverage for medical, dental, and vision - employee and dependents
• 401K which vests immediately, complete with a 4% company match
• 12 weeks of Parental leave and 1 year free diapers and wipes with Honest
• Annual company in-person events and quarterly in-person connects
• $1000 home office stipend - at the time of hire. Any additional home office needs are requested as needed
• $100 quarterly paid wellness stipend
• Pet insurance
• Slack channel notifications turn off after 5 pm based on your time zone
• Two Hypercharge weeks of rest where we close company wide (July & Dec)