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Software to maximize the impact of the philanthropic community.
Director, Professional Services
Location
United States
Posted
90 days ago
Salary
0
Seniority
Lead
Job Description
Director, Professional Services
Foundant Technologies
• Lead Implementation Strategy: Define and execute the implementation strategy for our client portfolio, balancing personalized service with scalable efficiency • Establish implementation methodologies, playbooks, and best practices that drive consistency and quality • Set team goals, KPIs, and success metrics that align with broader business objectives • Identify opportunities to improve implementation efficiency, reduce time-to-value, and increase client satisfaction • Drive Operational Excellence: Oversee project planning, resource allocation, and capacity management across all implementations • Monitor project health, timelines, and deliverables to ensure on-time, on-budget completion • Implement tools, systems, and processes that enable the team to scale effectively • Analyze implementation data to identify trends, bottlenecks, and improvement opportunities • Manage escalations and remove blockers to keep projects moving forward • Build and Develop Your Team: Recruit, hire, and onboard top implementation talent • Coach and mentor implementation managers and specialists, fostering professional growth • Establish clear performance expectations and provide regular feedback • Create a collaborative, accountable team culture focused on client success • Develop career paths and growth opportunities for team members • Ensure Outstanding Client Experiences: Own the client experience from contract signature through successful go-live and handoff • Build strong relationships with clients during the critical onboarding phase • Gather and act on client feedback to continuously improve the implementation experience • Partner with Sales to set realistic expectations and ensure smooth transitions • Collaborate with Customer Success to establish clear handoff criteria and health indicators • Partner Cross-Functionally: Work with Product to communicate client needs, implementation challenges, and feature requests • Align with Sales on scoping, timeline commitments, and implementation packages • Partner with Customer Support to resolve client issues during implementation • Collaborate with Marketing on case studies and reference-able implementations
Job Requirements
- 7+ years of experience in SaaS implementation, professional services, or client onboarding
- 3+ years managing and developing high-performing teams
- Proven track record building scalable processes and improving operational efficiency
- Strong project management skills with ability to manage complex, multi-stakeholder initiatives
- Excellent communication skills with executive presence and client-facing experience
- Data-driven approach to decision making and problem solving
- Experience with implementation methodologies and project management tools
- Background in nonprofit technology, social impact software, or mission-driven organizations (preferred)
- Experience implementing grants management, scholarship management, or similar complex software (preferred)
- Familiarity with both high-touch and tech-touch service delivery models (preferred)
- Understanding of change management principles and organizational adoption strategies (preferred)
Benefits
- Competitive salary and benefits
- Tuition and lifestyle reimbursements
- Bespoke mindfulness and fitness initiatives
- Flexible PTO policy
- Professional development opportunities
- Employee recognition programs
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