Director, Implementations and Professional Services

Fatigue Science; Vancouver; Hybrid; CAD 150,000 - 170,000; Full time

Benefits offered by this job

Competitive salary and incentives

Three weeks vacation + birthday off

Health, dental, vision benefits

Health Spending Account

Hybrid work in Vancouver

Professional development

Team collaboration

Company events

Job summary

Fatigue Science seeks a Director of Implementation and Professional Services to lead global customer implementations, expansions, and renewals, reporting to the CEO. This role drives customer-centric adoption, aligns solutions with client operations, and shapes the customer experience strategy across industrial customers.

The ideal candidate will have extensive enterprise SaaS implementation experience, strong C-level engagement, and a proven ability to scale services across multiple time zones

Qualifications

• Bachelor’s degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, Computer Engineering or related field.
• PMP certification or equivalent project management experience is considered an asset.
• Experience delivering enterprise SaaS solutions (ERP, CRM, HCM, EAM or similar enterprise platforms)
• Experience managing multiple full‑life‑cycle implementations of information systems
• Experience interfacing with C-level executives
• Excellent organisation, communication, presentation, training, customer relationship and analytical skills

Responsibilities

• Lead the implementation and professional services across pilot and expansion projects.
• Oversee planning, scope and deliverables to align with customers’ goals.
• Assist pre-sales with pricing and SOWs; partner with Sales on opportunities.
• Engage with customers to ensure successful adoption of Fatigue Science Readi platform.
• Build relationships with customer executives and resolve escalations.

Skills

Enterprise SaaS

C-level liaison

PMP

Change management

Leadership

Cross-functional

Customer success

Pre-sales

Global deployments

Strategic thinking

Education

Bachelor’s degree in related field

Master’s degree in Information Systems Management

Job description

Director, Implementation and Professional Services

Fatigue Science has developed the world’s leading predictive fatigue management information system, enhancing productivity and safety in mining and heavy industry. Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness.

Our solutions enable organizations to optimize operations, mitigate fatigue risk, and help workers stay safe. With proven impact, return on investment, and significant and growing traction in heavy industry, Fatigue Science serves cutting‑edge organizations who understand the importance of sleep as well as the value of data‑driven decision‑making.

Why join Fatigue Science?

You’ll join a growing SaaS company solving meaningful problems for some of the world's largest industrial organizations. As a member of the leadership team, you’ll have the opportunity to shape our customer experience strategy, influence company growth, and help organizations improve safety through innovative technology grounded in science.

Who we are seeking:

Reporting directly to our CEO, this role is ideally suited for a customer‑focused leader experienced in building relationships with global customers and driving adoption of technology in industrial operations. This role is key to completing successful implementations, expansions, and renewals, by understanding our customers operations and leading a high‑performing team in implementation and customer success activities. This role acts as our customer’s internal advocate, championing their needs across Fatigue Science.

Responsibilities

Implementation and Professional Services

• Evolve, further develop and continuously improve Fatigue Science’s Pilot and Expansion Implementation and Change Management methodologies and tools, with a focus on change management and training.
• Assist in the pre‑sales process for customer engagements, including services pricing and defining a statement of work; partner with sales to identify and implement pilot and expansion opportunities.
• Understand our customers’ fatigue management policies, procedures, processes and objectives, and assist the customer in building their strategy to leverage and integrate Readi, using best practice change management principles.
• Provide oversight to the implementation team in the planning of activities, scope, objectives and deliverables that support our customer’s business goals and solution delivery.
• Track, analyse and report on implementation status activities across all customers.
• Proactively engage with our customers with the goal of maximizing the value they realise from Fatigue Science’s Readi platform; have a deep understanding of our customers’ operations and how Readi fits into their workflows.
• Build relationships with the customer Executive Sponsor, resolving escalated issues and ensuring customer satisfaction.

Management and Leadership

• Lead cross‑functional activities demonstrating a customer‑first approach throughout the organisation.
• Allocate and plan pilot and expansion implementation resourcing to meet the growth of the organisation.
• Build an ecosystem of global partners to support the scaling of implementation activities globally.

Required Skills

• Bachelor’s Degree in Information Systems Management, Business Administration, Industrial Engineering, Computer Science, Computer Engineering or related field
• PMP certification or equivalent project management experience is considered an asset.
• Certified and experience working with organisational change management process or projects
• Experience delivering enterprise SaaS solutions (ERP, CRM, HCM, EAM or similar enterprise platforms)
• Experience managing multiple full‑life‑cycle implementations of information systems
• Experience working in a professional services organisation
• Demonstrated experience presenting and interfacing with C‑level executives
• Excellent organisation, communication, presentation, training, customer relationship and analytical skills
• Highly motivated, self‑starter with the ability to work within an operating framework
• Customer service‑oriented attitude and excellent interpersonal skills
• Demonstrated ability to be highly effective in a virtual team organisation
• Demonstrated strong analytical and problem‑solving skills, particularly with regard to anticipating and solving problems or issues before they occur or become critical
• Requires the ability to change the thinking of or gain acceptance from others in sensitive situations without damage to the relationship
• Identifies high‑potential employees and stimulates their growth
• Demonstrated expertise mentoring technology personnel

Additional Preferred Skills & Considerations

• Master’s Degree in Information Systems Management. Degrees in Business Administration, Computer Science or related field also acceptable
• Experience working with a multicultural and/or multilingual team across several time zones
• Demonstrated pre‑sales ability
• Spanish language proficiency is considered an asset but not required

Level of Independence

To function effectively, this person must have a high level of independence, show initiative and be highly motivated whilst working in a manner which is consistent with the team management structure.

Perks

• Competitive salary and performance incentive
• Three weeks paid vacation plus birthday day off
• Comprehensive health, dental and vision benefits
• Health Spending Account or Lifestyle Spending Account
• Hybrid work environment based in Vancouver
• Professional development opportunities
• Collaborative, mission‑driven team
• Company events and team‑building activities

Salary Range

CAD $150,000–$170,000

Equal Employment Opportunity

Fatigue Science is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and an inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, colour, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.