Senior Director, Implementations

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nexcess

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🤝 B2B

🛍️ eCommerce

B2B • eCommerce

Nexcess is a managed web hosting provider focused on performance, security, and reliability for business websites and online stores. The company offers managed hosting and related services optimized for e-commerce platforms and content management systems, with features like CDN and security integrations to support business and agency customers running WordPress, WooCommerce, Magento, and other web applications.

📋 Description

• Own the full post-sale journey from signed deal through successful customer go-live, including migrations • Rebuild implementation and migration teams into a single organization serving all three business units • Establish a shared implementation methodology, operating standard, and quality expectations with distinct delivery motions • Redesign organizational structure, roles, responsibilities, staffing levels, and reporting lines • Build and execute hiring, leveling, and career development strategy • Define KPIs including time-to-value, migration success rate, implementation duration, and first-90-day churn • Establish baseline metrics within the first 90 days and create an ongoing performance cadence • Select, implement, and manage PSA, project management, ticketing, and related tooling • Define the threshold between human-led implementation and self-service • Develop standardized processes for scoping, kickoff, implementation, migration, escalation, and go-live • Design a fast sign-off process for complex or high-risk deals • Partner with Sales, Solutions Architecture, Product, Engineering, Customer Success, and Support • Define automation requirements and work with Engineering to deliver scalability improvements • Drive outcomes through teams outside direct management • Reduce implementation costs, improve time-to-value, and increase standardized or self-service delivery • Establish executive-level visibility into capacity, pipeline, risk, outcomes, and performance • Develop the business case for professional services revenue • Establish operating model, pricing considerations, service definitions, and delivery economics • Perform other duties as assigned

🎯 Requirements

• Significant leadership experience building, scaling, or rebuilding a professional services, implementation, or migration organization • Experience in hosting, cloud infrastructure, B2B SaaS, or a closely related technology environment • Demonstrated experience leading implementation or professional services delivery for mid-market and enterprise customers • Experience managing organizational transformation, including redesigning teams, processes, operating models, and delivery methodologies • Strong understanding of implementation economics, capacity planning, project delivery, and customer time-to-value • Experience establishing operational metrics and building reliable reporting where existing data may be incomplete or unreliable • Strong commercial judgment and understanding of implementation and professional services economics • Experience selecting or implementing PSA, project management, ticketing, or similar operational tooling • Strong cross-functional leadership skills and ability to drive outcomes through teams outside direct organization • Comfortable working with Sales and Solutions teams to assess implementation complexity and establish deal sign-off processes • Strong executive presence and communication skills; ability to influence senior leaders across Sales, Product, Engineering, and Services • Demonstrated ability to balance customer experience, delivery quality, operational efficiency, and commercial outcomes • Preferred: experience transitioning an implementation or professional services organization from cost center toward revenue-generating model • Preferred: experience designing self-service versus human-led delivery models • Preferred: experience leading migrations in cloud, hosting, infrastructure, or SaaS environments • Preferred: experience implementing automation or product-led improvements to reduce manual implementation effort • Preferred: experience supporting multiple business units, product lines, or delivery motions • Preferred: experience with PSA platforms and project management systems • Preferred: experience in a PE-backed, acquisitive, or multi-brand technology environment

🏖️ Benefits

• Works from home option • Traditional climate-controlled office environment or from home • Reasonable accommodations for individuals with disabilities • At-will employment (employment contract remains at will)