Head of Implementation

• The Head of Implementation is a strategic and people-focused leader responsible for guiding the successful delivery of software solutions that help utility and energy organizations achieve their business objectives
• This role leads a multidisciplinary team across solution architecture, project management, testing, training, and deployment, ensuring exceptional customer experiences throughout the implementation lifecycle
• The Senior Manager partners closely with customers and cross-functional teams to drive adoption, business transformation, and measurable outcomes while fostering a culture that is customer-centric, authentic, accountable, agile, collaborative, and innovative
• This leader is committed to developing high-performing teams, advancing operational excellence, and building scalable delivery practices that support both customer success and organizational growth
• Lead, coach, and develop a multidisciplinary team of implementation and delivery professionals, including Solution Architects, Project Managers, Testing Specialists, Training Specialists, Deployment teams, and related implementation functions. Foster an inclusive, collaborative, and high-performing culture where diverse perspectives are valued
• Provide strategic leadership across the full customer implementation lifecycle, including solution design, project planning, testing, training, deployment, adoption, and value realization
• Oversee the successful delivery of customer implementations, ensuring alignment with customer goals, contractual commitments, project timelines, budgets, and business objectives
• Serve as a trusted advisor to customers by guiding implementation strategies, solution adoption, change management efforts, and business process transformation initiatives
• Provide leadership and oversight for complex software implementations, systems integrations, technical solution delivery, and deployment activities within utility and energy-focused environments
• Partner closely with Sales, Customer Success, Product Management, Engineering, Support, and other cross-functional teams to deliver exceptional customer experiences and long-term business outcomes
• Establish delivery priorities, allocate resources effectively, and optimize team capacity across multiple customer engagements and implementation workstreams
• Drive continuous improvement initiatives that enhance implementation methodologies, project delivery practices, testing standards, training approaches, deployment processes, and operational effectiveness
• Monitor implementation performance through key delivery metrics, customer satisfaction indicators, utilization measures, and business outcomes while promoting accountability at all levels
• Identify, assess, and proactively manage delivery risks, dependencies, and escalations with transparency, urgency, and a focus on successful resolution
• Promote a customer-centric, authentic, accountable, agile, collaborative, and innovative culture across all implementation and delivery functions
• Support organizational growth by developing scalable delivery models, operational frameworks, and best practices that improve consistency, quality, and customer success
• Champion diversity, equity, inclusion, and belonging by creating opportunities for team development, engagement, and career growth

Benefits

• Paid maternity & paternity leave
• Paid holidays & sick time
• Volunteer time off
• Flexible time off
• Wellness reimbursement
• Mental health benefit
• Casual dress- Strong understanding of enterprise software solutions, systems integration, implementation methodologies, and solution architecture principles
• Experience overseeing complex customer engagements and delivering measurable business outcomes
• 10+ years of experience in software implementation, professional services, consulting, solution architecture, project delivery, enterprise software, or technology services
• Ability to influence and lead through change while fostering collaboration and accountability across teams
• Experience balancing strategic priorities with operational execution in a fast-paced, customer-focused environment
• Proven success managing end-to-end customer implementations involving multiple disciplines, including solution architecture, project management, testing, training, and deployment
• Bachelor’s degree in Business, Information Technology, Engineering, Computer Science, or a related field, or an equivalent combination of education, training, and experience
• Ability to travel as needed to support customer engagements, business priorities, and team development activities
• Demonstrated commitment to creating and maintaining an inclusive workplace where individuals from all backgrounds can contribute and succeed
• Ability to build trusted relationships with customers, colleagues, executive stakeholders, and cross-functional partners
• Excellent communication, facilitation, organizational, problem-solving, and decision-making skills
• Demonstrated experience leading and developing cross-functional teams within customer-facing implementation, consulting, professional services, or technology delivery organizations
• Travel: 30-40%
• Physical Demands: This is a typical office job, with no special physical requirements or unusual work environment
• If you are excited about this role but your past experiences don’t perfectly align with every requirement, we encourage you to apply anyway
• Experience supporting utilities, energy, telecommunications, construction, infrastructure, or related industries
• Experience leading teams responsible for billable services, resource planning, utilization management, delivery operations, and customer implementation outcomes
• Background in management consulting, systems integration, professional services, SaaS, or enterprise software organizations
• Experience leveraging data, metrics, and performance insights to improve delivery outcomes and customer satisfaction
• Experience driving organizational transformation, implementation excellence, operational scalability, and continuous improvement initiatives
• Familiarity with cloud and SaaS platforms such as AWS, Microsoft Azure, Salesforce, ServiceNow, or similar technologies
• Demonstrated success building agile, collaborative, and innovative delivery organizations that support company growth and customer success
• Advanced degree and/or relevant professional certifications (e.g., PMP, PgMP, PMI-ACP, Prosci, ITIL, AWS, Salesforce, or similar)
• Experience leading geographically distributed teams across multiple implementation disciplines and customer regions
• Knowledge of customer adoption, change management, and value realization strategies within enterprise technology environments