Customer Implementation Director

Gearset; Cambridge (MA); Hybrid; USD 122,000 - 162,000; Full time

Benefits offered by this job

Generous personal development budget

Top end hardware provided

Long Term Incentive Plan

Free lunch in the office

25 days holiday plus bank holidays

Company Pension Plan (matching up to 5

Bupa health care

Enhanced family leave

Bupa Menopause Plan

Life Insurance & critical illness

Discounted gym membership

Job summary

Gearset seeks a Head of Customer Implementation to lead onboarding and DevOps Architecture, ensuring successful go-lives and value delivery for enterprise and mid-market customers. You will own implementation performance, shape repeatable delivery methods, and work closely with Sales, Solutions Engineering and partners to move deals into steady implementation and ongoing success.

You will coach and develop teams, provide escalation support for complex implementations, and drive alignment across

Qualifications

• Experience leading Implementation, Professional Services or a related customer delivery function, ideally within B2B SaaS, including experience leading and developing managers.

Responsibilities

• Own implementation performance across enterprise and mid-market customers, with responsibility for delivery quality, time to value, on-time go-lives and customer satisfaction.
• Evolve our implementation methodology, creating a clear and repeatable approach that gives customers a consistent experience while allowing us to adapt for genuinely complex requirements.
• Maintain clear visibility across active implementations, using delivery data to understand capacity, identify trends and keep the Customer Growth leadership team informed.
• Support complex or at-risk implementations as the senior escalation point, working directly with customer stakeholders when your experience can help move delivery forward.
• Build a close partnership with Sales and Solutions Engineering, improving how we gather requirements, set expectations and move customers from deal close into implementation.
• Represent implementation during complex enterprise sales conversations, helping customers understand realistic scope, timelines and what successful delivery requires.
• Build strong relationships with senior stakeholders at strategic customers and partner with Customer Success and Account Management where implementation quality, risk or growth opportunities need cross-functional attention.
• Work with our Alliances team to provide implementation guidance and quality oversight for key global partners.
• Lead and develop our Customer Onboarding and DevOps Architecture teams, building the technical expertise, coaching and career pathways each group needs to progress.

Tools

Salesforce

Job description

Gearset seeks a Head of Customer Implementation to lead onboarding and DevOps Architecture, ensuring successful go-lives and value delivery for enterprise and mid-market customers. You will own implementation performance, shape repeatable delivery methods, and work closely with Sales, Solutions Engineering and partners to move deals into steady implementation and ongoing success.

You will coach and develop teams, provide escalation support for complex implementations, and drive alignment across