Director of Implementation

What is great about working for Foundation? Plenty! We have a fun, casual, yet hard-working culture that invests in our employees, promotes creativity, and delivers on our reputation. Would you like to work for a company that offers manicures and pedicures in the office? We do! How about massages, house cleaning, laundry service, monthly car washes, catered lunches Wednesdays and a monthly happy hour - we offer all this and more!

At Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also, some comforts of home, there is a full kitchen, free coffee and specialty flavors, soft drinks, and snacks.

Position Summary

The Director of Implementation is responsible for leading the strategy, execution, and performance of the implementation teams. This role ensures customers achieve their desired outcomes through the company's products and services, driving retention, satisfaction, and long-term growth. The Director will collaborate cross-functionally with Sales, Product, Support, Education and Customer Success to enhance the customer journey, develop scalable implementation processes, and ensure continual improvement and education within the implementation teams.

Essential Functions and Responsibilities

• Develop and execute the overall Implementation strategy to drive retention, expansion, and customer satisfaction
• Lead, mentor, and grow a high-performing Implementation team, ensuring alignment with business goals
• Establish and track key performance indicators (KPIs) to measure customer health, success outcomes, and team performance (utilization, time to go live)
• Partner cross-functionally with Sales, Product, Support, and Customer Success to optimize the customer journey
• Create scalable processes and programs for onboarding, adoption, and growth
• Develop strong executive relationships with key accounts to ensure successful implementations
• Lead initiatives to reduce churn and increase customer satisfaction during implementation
• Serve as the voice of the customer internally, contributing feedback to product development and business strategy
• Manage risk and proactively resolve escalations with professionalism and urgency
• Monitor industry trends and best practices to continuously evolve the implementation function
• Manage the organization and centralization of learning content in a shared location for easy access and use across the team.
• Create formal and consistent learning materials, ensuring content is up-to-date, clear, and aligned with organizational needs.
• Ensure content creation spans all product lines, reflecting the breadth of the company's solutions.
• Play an active role in the rollout of the Learning Management System (LMS), ensuring it is effectively implemented and used by both internal teams and clients.
• Act as a subject matter expert on the company's offerings, providing support to internal and external stakeholders.

Required Skills and Experience

• 7-10+ years of experience in Implementation, Support and/or Customer Success
• 3-5+ years in a leadership role, managing customer-facing teams and driving strategic initiatives
• Proven track record of improving customer implementation process, time to go live, etc.
• Exceptional leadership, people management, and team development skills
• Excellent interpersonal, communication, and executive-level presentation abilities
• Analytical mindset with experience using Implementation / Learning Platforms (e.g., Kantata, Litmos) and CRM systems (e.g., Salesforce)
• Ability to manage escalations and navigate complex customer relationships with professionalism and urgency
• Demonstrated ability to work cross-functionally and influence at all levels of the organization
• Passion for Implementations and a customer-first mindset
• Experience in managing teams, including the ability to motivate, mentor, and track performance.
• Ability to design and implement KPIs to measure team success.
• Strong organizational skills and attention to detail.
• Proactive in identifying team and customer needs and developing solutions.
• Ability to work collaboratively in a team environment while also independently managing projects.
• Flexible and adaptable, with a positive attitude toward new challenges and learning.

Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 20-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let us start your future at Foundation!

Foundation Software is an Equal Opportunity Employer.