Director of Customer Implementation & Adoption

DTN is a global leader providing insights and analytics to our customers to feed, fuel, and protect the world.  We help people make critical business decisions that impact the agriculture, oil and gas, trading, and weather industries.

It’s a difference you’ve likely felt without even knowing it. From the food on your plate to the gas in your car to the last flight you took, chances are a DTN customer made it possible. And that’s just for starters. That’s why we say, “When our customers prosper, we all win.”

Job Description:

We have an exciting new opportunity at DTN! Come and join us as we continue to grow, innovate and provide valuable solutions for our customers, and become our Director of Customer Implementation & Adoption!

The Director of Customer Implementation & Adoption plays a pivotal leadership role in bridging the gap between DTN’s customer technology deployment and the realization of business value, ultimately driving customer success and fostering long-term retention. This position requires an experienced leader with a strong blend of customer engagement expertise, technical leadership, strategic project management, and excellent communication skills. The Director is responsible for driving the strategic vision, developing frameworks, and ensuring the seamless execution of customer implementations and adoptions, positioning DTN as a trusted partner in long-term success.

As the senior leader in this function, the Director oversees the discovery, development, deployment, and continuous optimization of services that deliver high levels of customer engagement and successful implementation of DTN's SaaS solutions. This includes establishing a robust, scalable approach to implementation, change management, and adoption across the organization.

This leadership role is integral to shaping and executing DTN's customer success strategy, ensuring impactful implementations and customer adoption experiences that drive long-term satisfaction and loyalty.

Key Responsibilities:

Strategic Leadership:

• Define and lead the development of customer-centric implementation and adoption strategies aligned with DTN’s broader business goals and customer success vision.

• Develop and refine service definitions, frameworks, and methodologies to support the adoption of DTN’s SaaS solutions, ensuring consistency and scalability across customer engagements.

• Establish and oversee the creation of comprehensive documentation for all implementation services, including guidelines, best practices, and training materials.

Customer Engagement and Relationships:

• Lead high-level engagement with customers and strategic partners to understand their business objectives and technical needs, ensuring the alignment of DTN solutions with their operational goals.

• Oversee the scoping, development, and delivery of tailored implementation and adoption proposals, including project plans, statements of work, RACIs, and governance models.

• Establish robust operating and governance systems for large-scale technology changes, ensuring they align with customer expectations and DTN’s delivery capabilities.

• Set and drive the creation of metrics and KPIs to provide data-driven insights, enabling the measurement of success and impact on customer outcomes.

• Act as the senior leader ensuring project success, driving quality, timeliness, and outcomes of all customer engagements.

Change Management and Adoption Excellence:

• Lead the development and execution of comprehensive change management strategies to minimize disruption and maximize user acceptance of new technologies.

• Assist customers in managing the organizational transformation associated with the adoption of new technologies, ensuring smooth transitions and optimal adoption rates.

Training and Knowledge Management:

• Direct the creation of training materials and documentation to meet customer onboarding and ongoing adoption needs, ensuring customer teams are equipped to fully leverage DTN’s solutions.

Cross-Functional Collaboration:

• Partner closely with Sales, Product, and Support teams to deliver a cohesive and seamless customer experience, addressing cross-functional challenges and driving collaborative solutions.

• Act as a primary liaison between customers and internal teams, ensuring concerns are addressed, and issues are escalated and resolved proactively.

Solution Implementation Partnerships:

• Lead the development and execution of strategies to grow and optimize DTN’s par