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Director of Implementations
| Company | Alloy |
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| Location | New York, NY, USA |
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| Salary | $178000 – $210000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 5+ years of experience in client or prospect facing technical implementation role
- 5+ years experience managing a high performing implementation or services team, including management of team managers
- Demonstrated track record of improving KPIs of an implementation or services organization
- Proven experience leading organizational change and process improvements within Implementation or Services teams
- Demonstrated ability to manage escalated client issues effectively by partnering with Sales, Engineering, and Product teams
- Cross functional skills, particularly related to interaction with commercial teams as well as product & engineering teams
- Previous technical experience with API’s, distributed systems, databases, and/or developer tools
Responsibilities
- Oversee client implementations, ensuring rapid and successful customer go-live
- Define clear service and success criteria for Ideal Client Profiles
- Own and optimize KPIs, including time-to-go-live, backlog management, and team margin
- Continuously identify and execute opportunities to enhance the implementation process
- Mentor, develop, and advocate for a team of Implementation Managers, promoting engagement and career growth
- Lead hiring and onboarding of new team members
- Build and maintain strong client relationships during implementation to ensure satisfaction and support future account expansion
- Proactively identify, manage, and mitigate risks throughout the implementation lifecycle
- Act as a primary escalation point for resolving critical implementation issues
- Collaborate with Sales to review and approve Statements of Work, ensuring alignment with product capabilities and client expectations
- Partner cross-functionally with leaders in Customer Success, Product, and Operations to streamline processes impacting customers’ time to first value
- Regularly report key implementation metrics, providing insights, risk assessments, and actionable recommendations to business stakeholders
- Serve as the subject matter expert, developing implementation-focused training materials for internal teams and clients
Preferred Qualifications
- Experience working with banks, fintechs or other regulated industries a plus
- Familiarity with compliance and regulatory frameworks relevant to fintech or banking
