What You'll Do
A successful Director Solutions Delivery and Implementation leads a team of Solution Consultants and Implementation Leaders supporting customers across APAC, Australia, and New Zealand. The role is the bridge between sales, customers, product teams, and delivery organizations, ensuring customers realize value from our solutions from initial discovery through successful implementation and adoption.
Reporting to the Vice President Professional Services, the Director oversees solution strategy, implementation methodology, customer engagement, and team performance across a portfolio of products and platforms, including recently acquired technologies. The role combines strategic presales leadership, enterprise solution design, customer advisory, and implementation governance to drive customer success, operational excellence, and business growth.
As a player-coach leader, the Director will build a high-performing global team, establish best practices, support complex customer engagements, and help shape the future direction of our solutions and implementation functions.
Key Responsibilities
Leadership and Team Development
- Lead, mentor, and develop a team of Solution Consultants, Implementation Project Managers, and delivery professionals across APAC, Australia, and New Zealand.
- Set performance expectations, development plans, and career pathways, and drive a culture of customer obsession, accountability, collaboration, and continuous improvement.
- Partner with regional leaders on resource allocation, succession planning, and team scalability.
Solution Consulting and Customer Advisory
- Serve as executive sponsor and trusted advisor for strategic customer engagements.
- Lead discovery workshops and executive conversations to understand customer objectives, business processes, challenges, and success criteria.
- Translate business requirements into solution strategies that align customer needs with platform capabilities.
- Support RFPs, RFIs, executive presentations, solution demonstrations, and business case development.
Global Implementation Leadership
- Oversee the successful delivery of customer implementations across multiple products and platforms, including acquired and legacy systems.
- Ensure customer requirements translate into clear project plans, delivery milestones, and measurable outcomes, and develop approaches that simplify customer transitions and improve time-to-value.
- Act as an escalation point for strategic implementations and customer challenges.
- Partner with Sales, Product, Engineering, Support, and Customer Success to remove implementation barriers and to share customer and market insights that shape platform evolution.
Operational Excellence
- Collaborate with regional peers to drive global consistency in implementation methodology, governance models, and delivery standards through shared playbooks, solution frameworks, and standardized documentation.
- Track key performance indicators including implementation success, customer satisfaction, utilization, revenue support, adoption, and time-to-value.
- Manage departmental planning, operational forecasting, and capacity management.
- Provide regular reporting and strategic recommendations to executive leadership.
What You Will Need to be Successful:
Experience
- Bachelor's degree or equivalent combination of education and experience.
- 10+ years of experience in enterprise SaaS, professional services, or solution consulting.
- 5+ years of leadership experience managing global or geographically distributed teams.
- Strong executive presence, with the ability to engage CHROs, CIOs, HR leaders, business executives, and technical stakeholders.
- Proven success guiding complex enterprise customers through solution design, implementation, adoption, and business transformation initiatives.
- Experience working across multiple software products and platforms, including environments involving acquisitions, integrations, or platform transitions.
What You May Need to be Successful:
- Experience leading teams and customer engagements across APAC, Australia and New Zealand markets.
- Domain experience in background screening, HR technology, or adjacent workforce solutions.
- Demonstrated strength in project governance, stakeholder management, and risk mitigation.
- Multilingual skills are highly preferred. Proficiency in one or more Asian languages is a plus and may help support effective communication with our diverse customer and partner base.
