Global Director, Enterprise Implementations

3E

Massachusetts

On-site

USD 180,000 - 230,000

Full time

5 days ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability coverage

Open PTO

401(k) with company match

Employee assistance program

Voluntary benefits (Accident, Hospital

Critical Illness

Job summary

3E is seeking a senior leader to elevate our global Customer Implementations function. You will guide a distributed team delivering complex enterprise deployments across our product portfolio, while ensuring value realization and renewal support.

Reporting to the VP of Customer Experience, you will drive delivery discipline, risk management, and scalable processes. This role supports remote work in EST for US East Coast-based offices and requires strong customer-facing leadership.

Qualifications

10+ years of experience in B2B SaaS implementation, professional services, information services, customer onboarding, and delivery operations.
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.

Responsibilities

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.