Senior Director of Implementation Management

COMPANY: Canoe Intelligence
WEBSITE: https://canoeintelligence.com/
TITLE: Senior Director of Implementation Management
LOCATION: New York City or Jacksonville, FL (hybrid)
SALARY: $180,000 - $200,000 base, plus bonus (based on NY, adjusted for other locations)
The Role:
As the Senior Director of Implementation Management, you will manage a global team responsible for leading customers through the onboarding process for Canoe products. The onboarding process is a critical part of the customer journey and is the first step in achieving value from the Canoe solution. You will mentor and grow the team to meet and exceed key performance metrics in the areas of customer experience, time to value, product adoption, and team productivity.
The ideal candidate for this role is a seasoned leader with extensive experience leading software delivery projects for enterprise level financial institutions as well as defined repeatable SaaS onboarding projects.
What You'll Do:

• Leadership: Lead a team of Leaders, Project Managers, and Implementation Consultants in the planning, executing, and delivering implementation projects on time and within budget, ensuring adherence to project scope and objectives.
• Client Engagement: Act as an executive sponsor on projects and collaborate closely with clients, Relationship Managers, sales teams, and internal stakeholders to understand client requirements, define project deliverables, and manage expectations throughout the project lifecycle.
• Team Management: Mentor, coach, and develop the team providing guidance on project methodologies, best practices, and client relationship management.
• Resource Allocation: Manage resource allocation, workload balancing, and capacity planning for the team to optimize project delivery efficiency and effectiveness.
• Risk Management: Identify and mitigate project risks, escalate issues as needed, and proactively address challenges to ensure successful project outcomes and client satisfaction.
• Process Improvement: Continuously assess and improve project management processes, tools, and methodologies to enhance efficiency, scalability, and quality of project delivery.
• Stakeholder Communication: Facilitate effective communication and collaboration among cross-functional teams, senior leadership, and clients to drive alignment, transparency, and project success.
• Performance Monitoring: Monitor project performance metrics, KPIs, and SLAs, provide regular status updates and reports to stakeholders, and drive accountability for project milestones and deliverables.

What We're Looking For:

• 10+ years of professional experience leading an Implementation, Professional Service, Customer Success or Technical Account Management team within a fast-paced environment, startup, or SaaS organization.
• Bachelor's degree in Business Administration, Project Management, or related field.
• Strong leadership skills, with demonstrated experience in managing and developing high-performing teams.
• A data-driven approach to developing, tracking and optimizing performance metrics.
• Experience managing a large portfolio of projects at both an enterprise level (>$1M) and smaller repeatable projects (