Director, Implementation
Job description
About the role
The Director of Implementation at Waymark leads the deployment and onboarding processes for enterprise clients using the company's artificial intelligence video generation platform. This role requires managing a dedicated team of implementation specialists who ensure that customers successfully integrate the software into their existing marketing workflows. The director is responsible for overseeing the entire client rollout cycle from initial technical setup through full operational maturity and ongoing support. Success in this position depends on aligning technical deployment strategies with the broader business objectives of diverse enterprise accounts while maintaining a focus on customer retention and growth.
Key facts
What you'll do
Lead a dedicated team of implementation specialists to deploy the AI video platform for new enterprise customers.
Design and document standardized onboarding workflows that accelerate the time to value for each individual client.
Collaborate closely with product engineering teams to relay critical client feedback and improve the overall deployment experience.
Monitor key performance indicators related to client activation rates and overall implementation success metrics on a weekly basis.
Conduct regular training sessions for internal staff to ensure consistent execution of deployment procedures across all accounts.
Manage the full lifecycle of client rollouts including initial configuration testing, user acceptance, and final production handoffs.
Resolve complex technical blockers during the integration phase by coordinating cross functional support resources and escalation paths.
Develop strategic account plans that map specific implementation milestones to the broader business goals of each client.
Oversee the creation of custom video templates and automation rules tailored specifically to unique enterprise marketing needs.
Facilitate post deployment reviews to identify areas for process improvement and enhance overall client satisfaction scores consistently.
Ensure all client data security protocols and compliance standards are strictly followed throughout the entire implementation process.
Requirements
Demonstrated experience leading implementation or customer success teams within a SaaS environment for a minimum of five years.
Proven track record of managing complex enterprise software rollouts from initial kickoff through final delivery and stabilization.
Strong understanding of artificial intelligence video generation technologies and their practical applications within modern marketing departments.
Excellent written and verbal communication skills for translating complex technical concepts into clear business value for stakeholders.
Ability to travel occasionally for in person client meetings or company sponsored industry events throughout the year.
Bachelor's degree in computer science or a related technical field is required for this leadership position.
Experience building and scaling operational processes across multiple concurrent client accounts to maximize efficiency and throughput.
Demonstrated ability to mentor and develop high performing implementation specialists over extended periods of professional growth.
Familiarity with agile project management methodologies and iterative delivery cycles in a fast paced software company.
Nice to have
Prior experience working specifically within the advertising or media technology industry verticals and their unique demands.
Familiarity with popular marketing automation platforms and their typical integration requirements for dynamic video content delivery.
Background in managing remote teams across different time zones and geographic regions to maintain consistent productivity.
Knowledge of data privacy regulations such as GDPR and CCPA and their implications for commercial video data.
Skills & tools
Proficiency in project management software for tracking deployment milestones, team workloads, and overall implementation progress accurately.
Experience with customer relationship management systems to monitor client health scores and track engagement over time.
Familiarity with cloud infrastructure services that support scalable video rendering, storage solutions, and global content delivery.
Strong analytical capabilities to interpret implementation data, identify trends, and derive actionable operational improvements consistently.
Competence in using collaboration platforms to coordinate asynchronous work across distributed implementation teams spread throughout the country.
Understanding of API integrations that connect the video platform with existing client marketing technology stacks efficiently.
Practical notes
This role operates on a fully remote basis, allowing the director to work from any location within the United States without a fixed office requirement.
The position requires a reliable home office setup with high speed internet connectivity for daily virtual collaboration and video conferencing with clients and team members.
Candidates must be authorized to work in the United States without requiring company sponsored visa sponsorship at this time to be considered for the role.
The director reports directly to the Vice President of Customer Operations and participates in weekly executive leadership meetings to align deployment strategies with company goals.
Flexible working hours are available, though core collaboration hours overlap with the Eastern Time zone business day to ensure synchronous communication with the main office.