Director, Strategic Implementations

At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us. 

The Role

Great Gray is looking to add a Director, Strategic Implementations to lead the most complex, high-profile customer implementations across our business.

Great Gray delivers bespoke implementations of our technology suite to our most premier customers - building something innovative with our existing technology to meet our customer’s more unique and critical needs. These engagements span multiple functions and require a single, accountable owner to hold them together end-to-end.

The Director, Strategic Implementations owns and manages custom and complex customer implementations from scoping through delivery. Acting as the primary point of contact for the customer, they organize project plans, keep stakeholders aligned, and ensures the Company delivers to the Statement of Work (SOW) by orchestrating the internal teams required to bring each implementation to life.

The responsibilities include scoping implementation requirements and establishing detailed project plans that are actively maintained, including meeting agendas, action items and status updates.  They articulate the implementation process and project plan to internal and external stakeholders, and constructively challenge requirements and delivery approaches to ensure quality outcomes.

Location

This position will work from our Boston, MA office. Great Gray currently supports a hybrid work model with 4 days onsite, and 1 day remote. This role also requires a willingness to travel as needed to support customer commitments.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Responsibilities 

• Owns and manages the end-to-end delivery of complex and customized customer implementations of Great Gray's SaaS technology suite, serving as the primary point of contact and ensuring alignment with the timelines, requirements and goals of internal and external stakeholders. Includes:
• Scoping implementation requirements and establishing detailed, actively maintained project plans, including meeting agendas, action items and status updates.
• Serving as the primary customer-facing owner - organizing project plans, aligning stakeholders and delivering to the Statement of Work (SOW).
• Reviewing and pressure-testing customer specification documents, and constructively challenging requirements to ensure they are sound and deliverable.
• Coordinating delivery across multiple internal cross-functional teams - including Product, Technology, Marketing and Onboarding - to connect the dots and keep work moving between functions.
• Driving on-time delivery through tight timeline and risk management, anticipating issues and removing barriers before they reach the customer.
• Interrogating the soundness of internal delivery approaches and raising the quality bar where needed to protect customer commitments.
• Responsible for the identification and implementation of the proper level of internal and external reporting for implementations, including key performance metrics and key risk indicator reporting to identify implementations at risk.
• Leads implementation communications, including collaboration and coordination across internal cross-functional teams and external customers and partners to ensure identification of implementation risks, proper resolution of open issues and questions, removal of barriers, and handling of general support inquiries.
• Identifies and executes opportunities for process improvement and operational efficiency related to implementations, helping turn bespoke, one-off delivery into repeatable practice.
• Complete other related duties as assigned

Qualifications & Experience

• Bachelor’s degree in business, finance or a relevant field
• 10+ years of experience owning complex, cross-functional, customer-facing delivery or implementations, with accountability for outcomes; experience in financial services, retirement or wealth is a plus but not required; experience in a highly regulated industr