Senior Director, Implementations

The posting, as Nexcess wrote it

About Nexcess
Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters.

Overview
Nexcess is building a unified implementation organization to own the customer journey from signed deal through successful go-live across all three business units.
We have implementation and migration resources in place today, but the current model is fragmented, inconsistent, and difficult to measure. The quality and duration of an implementation can vary significantly depending on who owns the project, and our current metrics do not provide a reliable view of how long it actually takes customers to reach value.
The Senior Director of Implementations will inherit the existing implementation and migration teams with an explicit mandate to dismantle the current structure and rebuild it as a single, scalable organization serving all three business units.
This leader will own the full post-sale implementation journey, including migrations, and establish a common implementation standard with distinct delivery motions underneath it. They will determine the appropriate balance between human-led implementation and self-service based on delivery economics, customer complexity, and time-to-value.
This is both an operational and transformational leadership role. The successful candidate will build the organization, establish reliable measurement, implement the tooling and processes required to scale, and create a foundation that can ultimately support a professional services revenue stream.
Responsibilities

• Own the full post-sale journey from signed deal through successful customer go-live, including customer migrations.
• Rebuild the existing implementation and migration teams into a single organization serving all three business units.
• Establish one shared implementation methodology, operating standard, and set of quality expectations across the organization, with distinct delivery motions based on customer and product requirements.
• Assess the existing team structure and redesign organizational structure, roles, responsibilities, staffing levels, and reporting lines as needed.
• Build and execute a hiring, leveling, and career development strategy for the implementation organization.
• Establish reliable measurement and reporting for implementation performance, recognizing that current data and metrics are not sufficiently reliable to inherit.
• Define and own key performance indicators including time-to-value, migration success rate, implementation duration, and first-90-day churn.
• Establish trustworthy baseline metrics within the first 90 days and create an

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porting multiple business units, product lines, or delivery motions within a single services organization.

• Experience with professional services automation (PSA) platforms and project management systems.
• Experience operating in a PE-backed, acquisitive, or multi-brand technology environment.

Work Environment
The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• While performing the essential duties of the job, the individual is regularly required to speak and hear.
• While performing the essential duties of the job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation.
• Works at a desk and computer screen for extended periods of time.
• Works in a traditional climate controlled office environment or from home.
• Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population.

Disclaimer
This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Nexcess reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.
Equal Employment Opportunity Policy: Nexcess is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.
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