Director of Implementation & Onboarding

pofft Technology Inc.; United States; Remote; USD 115,000 - 145,000; Full time

Benefits offered by this job

Health and dental insurance

Competitive equity package

Job summary

Standard Metrics in the USA is seeking a seasoned Deployment leader to own end-to-end implementation strategy, process, and delivery for enterprise customers. You will build and grow the Implementation team, set performance standards, and drive continuous improvement through KPI monitoring.

You will collaborate with Sales, Customer Success, and Data teams to scope deals, define hand-offs, and ensure smooth post-implementation transitions while balancing capacity across a portfolio of deployments.

Qualifications

• 7+ years in implementation, services, or onboarding, ideally in financial services or enterprise SaaS.
• 2+ years leading a team with a track record of building scalable processes.
• Ownership of outcomes and metrics, not just projects.
• Strong finance knowledge and VC portfolio reporting is a plus.
• Expert program and project management for a large portfolio.
• Proven cross-functional influence with CX, Product, Engineering, and Data.
• Excellent communication skills, comfortable presenting to executives.
• Builder mindset, able to create structure in ambiguity.
• Passion for technology, startups, and venture capital.

Responsibilities

• Own the Implementation function end to end: strategy, process, tooling, staffing, and results for every customer deployment.
• Build and lead the Implementation team, including hiring, coaching, and developing team members and setting clear goals and performance standards.
• Set, track, and report on the function’s KPIs (time-to-value, on-time delivery, customer satisfaction, and resource utilization) and use them to drive continuous improvement.
• Design scalable, repeatable implementation playbooks, and leverage tooling to automate processes to drive efficiency.
• Serve as the lead point of contact and escalation owner for strategic and complex deployments, building trusted relationships with senior stakeholders at our customers.
• Partner with Sales, Customer Success, and Data teams to scope deals accurately pre-sale, define clear hand-offs, and ensure seamless transitions post-implementation.
• Own capacity planning and prioritization across a portfolio of concurrent deployments, balancing customer commitments with internal resources.
• Bring the voice of the customer to Product to inform roadmap.

Skills

Implementation leadership

Team building

KPIs management

Process design

Stakeholder management

Capacity planning

Voice of the customer

Cross-functional collaboration

Executive communication

Ambiguity tolerance

Job description

Standard Metrics in the USA is seeking a seasoned Deployment leader to own end-to-end implementation strategy, process, and delivery for enterprise customers. You will build and grow the Implementation team, set performance standards, and drive continuous improvement through KPI monitoring.

You will collaborate with Sales, Customer Success, and Data teams to scope deals, define hand-offs, and ensure smooth post-implementation transitions while balancing capacity across a portfolio of deployments.