Swiftly

Director of Implementation

Swiftly

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $165,000 - $175,000 per year

Job Level

Lead

About the role

  • Own the full lifecycle from contract signature, go live to handoff to customer success
  • Establish timelines, milestones, requirements, and risk plans for each account
  • Oversee all technical integrations (API, data feeds, TLOGs, CRM, GA, POS, mobile/web app deployment, etc.)
  • Run internal and external kickoff processes with structured project plans
  • Manage key retailer programs and steer the team with management of other retailer projects. Work with product, design, and professional services developers and technical program management to closely coordinate deliverables
  • Manage Implementation Managers, Project Managers, and Solutions/Technical resources
  • Build repeatable playbooks, templates, onboarding materials, and certification programs
  • Drive weekly pipeline + forecasting of all implementation work
  • Partner with Sales/sales engineering for scoping, deal hygiene, and readiness criteria
  • Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests. Coordinate with Product/Engineering for feature gaps, technical issues, or roadmap escalations
  • Conduct postmortems with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through
  • Align with CS to ensure a seamless post-launch transition
  • Coordinate QA checkpoints (data validation, app readiness, API tests)
  • Manage risk frameworks and escalation patterns
  • Own communication cadence with customers (weekly status, timelines, blockers)
  • Build / manage dashboards (time-to-value, NPS/CSAT, Launch phased completion), risk management
  • Track capacity planning, time tracking, workload distribution, and forecasting
  • Present trends, risks, and strategic recommendations to ELT
  • Other related duties as assigned

Requirements

  • 8–12+ years of experience in implementation, onboarding, professional services, or post-sales delivery roles within SaaS or technology organizations
  • 3+ years of leadership experience
  • Proven experience implementing complex, multi-stakeholder solutions for enterprise customers
  • Proven ability to manage concurrent implementation projects successfully. Able to scale your function with project management tools
  • Strong understanding of post-sales motions and how implementation impacts retention, expansion, and customer health
  • Excellent executive communication and stakeholder management skills
  • This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
APIdata feedsCRMGAPOSmobile app deploymentweb app deploymentproject managementrisk managementdata validation
Soft Skills
leadershipcommunicationstakeholder managementproject coordinationprocess improvementstrategic recommendationsteam managementcustomer successproblem-solvingtime management