Global Head of Customer Implementations & Value Realization

3E

Washington (Washington County)

On-site

USD 150,000 - 165,000

Full time

12 days ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance and disability coverage

Open PTO and parental leave

401(k) plan with company match

Employee assistance program

Voluntary supplemental benefits

Job summary

3E seeks a Director, Customer Implementations to lead a global team delivering complex, multi-product enterprise deployments. You will drive value realization, coordinate across Customer Experience, Sales, Product, and Support, and align delivery with customer success metrics while advancing AI-enabled processes.

You will base in EST and lead a distributed team supporting US East Coast offices and remote work.

Qualifications

10+ years in B2B SaaS implementation, professional services, information services, customer onboarding and delivery operations.
6+ years leading global, distributed, or multi-region teams in high-growth or PE-backed environments.
Proven track record leading complex enterprise software implementations with multi-product deployments.
Experience supporting enterprise products with meaningful commercial scale (above $5M USD in revenue or ARR).
Strong link between implementation efforts and customer value, driving ACV, renewals and expansions.

Responsibilities

Lead a global Customer Implementations team delivering complex enterprise deployments across the product portfolio.
Set clear expectations, operating rhythms, delivery standards, and accountability across the team.
Define and raise standards for implementation excellence including quality, milestones, risk management, and go-live readiness.
Build scalable implementation practices: project plans, governance, RACI, resource planning, and delivery controls.
Improve project health visibility with dashboards and consistent reporting.
Identify and mitigate risks before they impact outcomes; manage customer escalations and capacity.
Lead through ambiguity, legacy processes, and complex customer needs with structured, practical solutions.
Collaborate with cross-functional leaders to strengthen handoffs and support customer outcomes.
Coach talent, address performance gaps, and foster a culture of accountability and continuous improvement.
Explore AI, automation and digital workers to scale operations and reporting accuracy.
Capture insights to support renewals, expansions, and long-term customer success.