Director, Customer Implementations

3E; Florida; On-site; USD 210,000 - 250,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Life insurance & disability coverage

Open PTO & parental leave

401(k) with matching

Employee assistance program

Voluntary benefits (accident, hospital

Job summary

3E is seeking a senior leader to elevate its global Customer Implementations function. You will partner across Customer Experience, Sales, Product, and Delivery to drive enterprise deployments with a strong delivery discipline.

The role requires a decade-plus in B2B SaaS implementation, global team leadership, and a proven track record of complex programs with data or regulatory complexity. Remote-friendly, EST-based with East Coast office options.

Qualifications

• 10+ years of experience in B2B SaaS implementation and delivery operations.
• 6+ years leading global, multi-region teams in high-growth environments.
• Proven track record in complex enterprise software implementations with data/regulatory complexity.
• Experience supporting enterprise products with meaningful commercial scale (> $5M ARR).
• Ability to tie implementation to customer value across ACV, renewals and expansions.
• Experience with AI, automation, dashboards, workflow tools, or digital workers.

Responsibilities

• Lead, coach, and develop a global Customer Implementations team for enterprise deployments.
• Set clear delivery rhythms, expectations, and accountability across the team.
• Define scalable implementation practices, governance, and go-live readiness.
• Improve risk management, customer communication, and value realization.
• Build dashboards, tools, and reporting for visibility into health and capacity.
• Collaborate across VP-level stakeholders to strengthen handoffs and outcomes.
• Foster a culture of accountability, continuous improvement, and high-quality delivery.
• Identify AI/automation opportunities to scale operations and reporting accuracy.

Skills

B2B SaaS implementations

Global/Distributed teams

Enterprise software deployments

Data/regulatory complexity

ACV/renewals awareness

AI/Automation usage

Go-live readiness

Tools

Dashboards

Workflow tools

Digital workers

Job description

About 3E

3E is a mission-driven company dedicated to creating a safer and more sustainable world. We offer award-winning regulatory intelligence and AI solutions to help organizations protect people and products. With over 35 years of experience and a global presence, we empower our customers with innovative compliance solutions.

About The Role

We are looking for a leader to enhance our global implementation function. This influential role is ideal for a customer-focused individual who can bring structure, clarity, and strong delivery discipline to complex enterprise implementations.

You will get to work at a company that combines startup agility with the stability of an industry leader. Partner with enterprise customers and global experts to advance environmental safety and solve complex data science challenges.

This role reports to the VP of Customer Experience and collaborates closely with leaders across 3E. If you are AI-forward, passionate about customer success, and understand the importance of implementation in building trust and lasting partnerships, we would love to connect with you!

Location:

This position supports remote work in EST, and candidates should be based near one of our U.S. East Coast office locations: Bethesda, MD, Canton, OH, or Charlottesville, VA.

What You’ll Do

• Lead, coach, and develop a global Customer Implementations team responsible for complex enterprise deployments across 3E’s product portfolio.
• Strengthen implementation execution by setting clear expectations, operating rhythms, delivery standards, and accountability across the team.
• Define and continuously raise the standard for implementation excellence across delivery quality, milestone discipline, risk management, customer communication, go-live readiness, and value realization.
• Build scalable implementation practices, including project plans, governance models, RACI frameworks, resource planning, delivery controls, and consistent customer communication.
• Establish stronger risk management practices to identify project health concerns, customer escalations, resource constraints, and delivery risks before they impact outcomes.
• Improve visibility into project health, customer risk, capacity, and delivery performance through dashboards, tools, and consistent reporting.
• Lead through ambiguity, legacy processes, and complex customer needs by bringing structure, focus, and practical solutions without slowing momentum.
• Partner with Customer Experience, Sales, Account Management, Customer Success, Product, Support, Technology, and Business Line leaders to strengthen handoffs, resolve risks, and support customer outcomes.
• Strengthen team capability by coaching talent, addressing performance gaps, improving cross-product knowledge, and building a culture of accountability, continuous improvement, and high-quality delivery.
• Identify opportunities to use AI, automation, workflow tools, and digital workers to reduce manual work, improve reporting accuracy, and scale implementation operations.
• Capture insights from implementations and post-sale project work to support renewals, expansion opportunities, account planning, and long-term customer success.

Required Qualifications

What Makes You a Great Fit:

• 10+ years of experience in B2B SaaS implementation, professional services, information services, customer onboarding, and delivery operations, with a strong focus on driving customer value and revenue impact.
• 6+ years of experience leading global, distributed, or multi-region teams in high-growth, scale-up, or PE-backed environments.
• Proven track record leading complex enterprise software implementations, including multi-product deployments and programs with significant data, integration, or regulatory complexity.
• Experience supporting enterprise products or implementation portfolios with meaningful commercial scale, ideally above $5M USD in revenue or ARR.
• Strong ability to connect implementation efforts to customer value, with commercial awareness driving ACV, renewals, expansion opportunities, and revenue protection.
• Passion for improving customer experience by leveraging feedback, risk signals, and implementation insights to accelerate time to value.
• Experience using AI, automation, dashboards, workflow tools, or digital workers to improve operational scale, reporting accuracy, and team efficiency.
• Ability to enhance implementation quality through scalable project health systems and ensure go-live readiness and post-sale value realization.
• Experience navigating ambiguity and transformation, adapting to legacy processes and complex customer needs effectively.
• Strong customer-facing presence with the ability to build trust, communicate clearly, and collaborate with enterprise customers and internal stakeholders,
• Based in the Eastern Time Zone, US, and eligible to work without sponsorship.

Preferred Qualifications

• Experience with regulated, data-heavy, or complex enterprise software environments such as Product Stewardship, Compliance technology, Sustainability, Healthcare, or Life Sciences industries
• Experience with ERP integrations, data migration, interoperability, or multi-product enterprise deployments.
• PMP certification or equivalent project/program management experience.

Our US Benefits Include

• Health, dental, and vision insurance
• Life insurance and disability coverage
• Open PTO and parental leave
• 401(k) plan with company matching
• Employee assistance program
• Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)

3E is currently authorized to hire in the following U.S. states:

Alabama, Arizona, California (excluding Los Angeles), Colorado (excluding Denver), Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois (excluding Chicago), Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York (excluding New York City), North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, and Washington.

Disclosures

3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on any legally protected categories. For applicants who would like to request accommodation, please contact us here

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