Director of Implementation, Pallet

• If you're detail-oriented, thrive in fast-paced environments, and are passionate about logistics, this role is for you
• 8+ years of experience in implementations, professional services, or other client-facing roles, with a proven track record of driving successful outcomes
• Led teams managing complex implementations (3+ months) involving SOWs, integrations, data migration, and stakeholder alignment, with 3–5+ years of management experience
• Expertise in creating scalable playbooks and processes for training users, migrating large data sets, and validating implementation outcomes
• Proven ability to manage live revenue, ensuring seamless onboarding, minimizing downtime, and meeting contractual commitments
• Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams to drive implementation readiness and post-launch success
• Detail-oriented leader skilled in building scalable organizational processes, mentoring teams, and achieving strategic goals in high-growth environments

Desirable

• We are looking for our first Director of Implementation at Pallet
• In this role, you will design and lead the implementation strategy, including organizational structure, hiring plans, and defining team roles
• You'll oversee the entire implementation process for onboarding large accounts, managing data migration, training, and integrations while ensuring customer expectations are met
• You'll regularly review account health, troubleshoot at-risk projects, and collaborate with sales to ensure smooth transitions from pre-sales to post-sales
• Key responsibilities will include handling escalations, working closely with customers, and creating scalable support processes
• Design and scale the post-sales organizational structure, including hiring plans, role definitions, and processes to support rapid growth
• Architect and oversee the end-to-end implementation process, ensuring seamless onboarding for large accounts through effective data migration, training, and integrations
• Run weekly account health reviews to proactively identify risks, mobilize resources, and maintain strong client relationships
• Troubleshoot at-risk projects, lead escalations for critical accounts, and directly engage with customers to resolve issues and deliver results
• Collaborate with Sales, Product, and Engineering teams to align on client needs, pre-sales expectations, and continuous improvement of the implementation process
• Establish and refine scalable processes for customer support and success, ensuring a best-in-class client experience as the company grows
• Develop tools, playbooks, and KPIs to drive team performance, implementation success, and customer satisfaction while achieving quarterly goals
• Act as a strategic leader, fostering a culture of accountability, innovation, and operational excellence across the organization
• Take full ownership of the post-sales function, leading our Implementations, Customer Success, Support, and EDI departments to deliver exceptional client experiences and business outcomes
• Be a key player in scaling our team from 15 to 40 by the end of next year, with the opportunity to hire, develop, and mentor managers, paving a path for growth into a VP-level role over time
• Own and drive our live revenue metric, with a mission to 3X our live revenue targets in 2025. Partner closely with Product, Engineering, and Sales teams to align strategies and scale the business effectively