Director, Implementation

Who We Are
Ontic makes software that corporate and government security professionals use to proactively manage threats, mitigate risks, and make businesses stronger. Built by security and software professionals, the Ontic Platform connects and unifies critical data, business processes, and collaborators in one place, consolidating security intelligence and operations. We call this Connected Intelligence. Ontic serves corporate security teams across key functions, including intelligence, investigations, GSOC, executive protection, and security operations.
As Ontic employees, we put our mission first and value the trust bestowed upon us by our clients to help keep their people safe. We approach our clients and each other with empathy while focusing on the execution of our strategy. And we have fun doing it.
Who You Are
You are a seasoned leader with a passion for delivering exceptional client experiences and a deep understanding of SaaS implementations. You thrive in dynamic, high-growth environments, and possess a rare balance of strategic vision and hands-on execution. A natural problem-solver, you anticipate challenges before they arise and are known for your ability to streamline complex processes. You inspire teams with your collaborative leadership style, encouraging innovation and accountability. Your strong communication skills allow you to build trust with both internal teams and external clients, while your client-centric mindset ensures that the success of the client is always top of mind. You take pride in your ability to build high-performing teams, scale operations, and drive impactful results that align with overall business goals.
In this role, you will oversee all aspects of client onboarding and deployment, ensuring a seamless transition from sales to implementation. The ideal candidate will have extensive experience in managing implementation teams, developing scalable processes, and driving client success in a SaaS environment. You will collaborate closely with cross-functional teams, including Sales, Product, client Success, and Support, to ensure that client expectations are met and exceeded. Deeply passionate about Ontic’s brand vision and values: Do Good Above All, Raise the Bar, Leading with Empathy, Walk the Walk and Keep Moving

Key Responsibilities:

• Develop and execute the strategic vision for the implementation team, aligning with broader company goals
• Lead and mentor a team of implementation managers, specialists, and project managers across multiple geographies
• Design, implement, and continually improve scalable processes to streamline client onboarding, configuration, and integration
• Drive automation and efficiency in implementation workflows and develop metrics and KPIs to measure team performance, project timelines, and client satisfaction
• Partner with Sales and Client Success to ensure a seamless handoff from pre-sales to post-sales implementation
• Work closely with Product and Engineering teams to relay client feedback and ensure the implementation process adapts to product updates
• Collaborate with the Support team to ensure smooth transitions after the implementation process and post-launch support
• Build a high-performing, geographically distributed team that can execute projects at scale
• Create a development plan for team members, fostering growth, retention, and leadership capabilities
• Serve as an escalation point for high-priority or at-risk implementations, working directly with clients to resolve complex issues
• Oversee the project management process, ensuring all implementations are delivered on time, within scope, and within budget
• Identify potential risks during the onboarding process and proactively address them to ensure successful implementation
• Drive initiatives to enhance client experience, focusing on reducing friction during onboarding
• Ensure that implementation best practices are aligned with client needs, resulting in high product adoption rates
• Own client feedback during the implementation phase, driving continuous improvement based on insights

Requirements:

• 8+ years of experience in client-facing roles, specifically in SaaS software implementation or project management
• 4+ years of experience in a leadership or director-level role, managing teams across multiple locations
• Experience in a client-facing senior project management, consulting within software/technology implementations
• Proven track record of building and scaling implementation teams and processes
• Strong understanding of SaaS software architecture, API integrations, and enterprise IT environments
• Experience with Jira, GuideCX, Slack, Gsuite, and Salesforce
• Exceptional communication, leadership, and organizational skill